There are a number of requests that always seem to come up when
people are dealing with Electricity and Gas, to make things easier
for you (and us) , we have created a list of these questions and
answers.
Understanding Energy Jargon
Changing Your Energy Retailer
Your Dodo Power & Gas Bill
High Bills
Paying Your Bill
Concessions and Rebates
Faults and Emergencies
Feedback and Complaints
Understanding Energy Jargon
What is an NMI?
Your National Meter Identifier (NMI) is a unique number that is
assigned to each premise and links your electricity meter with your
premise. All energy retailers must include the NMI on their
electricity bill.
What are
energy charges?
Your energy charges are the charges for the actual gas or
electricity that you consume.
What
are non-energy charges?
Non-Energy Charges cover other costs relating to the supply of
gas or electricity. We pay these charges on your behalf.
These costs include the physical "delivery" of gas or
electricity to your premises - often referred to as the Network
Tariff. All Non-Energy Charges are either imposed by, or are
controlled and regulated by government, a regulator, or network
distributor.
What is the Service to
Property Charge or Daily Charges?
For electricity, the service to property charge may cover part
of the provision and maintenance of the meters, poles, wires and
billing and some retail operating costs. It is applicable to each
electricity account.
For gas, customers are charged a supply charge which may cover
part of the cost of maintaining and extending the gas distribution
network e.g., transmission pipes, gas mains, and some retail
operating costs.
What is a Pay on time Discount?
A Pay on Time Discount, is a discount on Market contracts that
is provided, where your bill is paid by the due date.
The amount of the Pay on Time Discount will be shown on Your
Bill (if applicable), along with the Date that the bill must be
paid by in order for the Discount to be applied.
Dodo Power & Gas's Pay on Time Discount is applied to the
usage component of the Bill, after any applicable concessions have
been deducted.
What are loss factors?
Electricity is lost in the course of transmission from the
generator to your site. In simple terms, the further electricity
has to travel from the generators, along transmission and
distribution lines, to your site, the more electricity needs to be
transmitted to compensate for this loss.
The calculation that determines how much customers pay for this
are called loss factors. Loss factors for your geographical area
remain the same regardless of which retailer you choose.
What are the basic
units of energy?
Energy is measured as follows:
- Gas - joule
- Electricity - watt hour
- 3.6 megajoules = 1 kilowatt hour
Gas Energy Units:
- 1 megajoule (MJ) = 1 million joules
- 1 gigajoule (GJ) = 1 thousand megajoules
- 1 terajoule (TJ) = 1 million megajoules
- petajoule (PJ) = 1 billion megajoules
Electricity Energy Units:
- 1 kilowatt hour (kWh) = 1 thousand watt hours
- 1 megawatt hour (MWh) = 1 thousand kilowatt hours
- 1 gigawatt hour (GWh) = 1 thousand megawatt hours
Changing Your Energy Retailer
Do I have a choice about
who my retailer is?
Some States have introduced full retail competition (FRC). In
states where FRC has been introduced between different energy
suppliers, you can purchase your gas and electricity from the
licensed energy retailer of your choice.
Do I have a choice about
who my retailer is?
A distributor is responsible for maintaining and operating gas
pipes or electricity poles and wiring within a specific
geographical location. Because of this, you are unable to change
your distributor unless you move to another area.
If I change my retailer,
will the quality of my supply be affected?
When you change retailers, your gas, and electricity continues
to be supplied through your current distributor's gas pipes and
electricity poles and wires. Because it is the distributor who is
responsible for the quality of your supply, there won't be any
change.
What types of
energy contracts are there?
Market contract
A market contract is a contract negotiated between you and a
retailer. Unlike a deemed or standing offer contracts, the
Essential Services Commission does not oversee the terms and
conditions, and the prices do not have to be published by the
retailer. Market contracts may have a fixed term (generally between
one and three years).
Standing Offer contract
This is a contract where the contract terms are approved by the
Essential Services Commission and at prices that are periodically
published by each retailer and are available on their websites.
Standing Offer contracts must be offered to you by the retailer who
is Financially Responsible for the energy supplied to the meter,
where you do not want to have a Market contract with a retailer of
your choice.
If you do not know who is responsible is for your meter, you can
call your distributor, who is able to determine which retailer is
responsible.
Deemed contract
This is the type of contract you will be on if move into a
premises, start consuming energy, and do not enter into a specific
contract with a retailer. A deemed contract will be between you and
the retailer who is Financially Responsible for the meter at the
premise
Deemed and Standing Contracts have Terms and Conditions that are
approved by the Essential Services Commission and prices that are
periodically published by each retailer and are available on their
websites.
Dual fuel contract
Dual fuel contracts are a special type of market contract where
you buy your gas and electricity from one retailer and your billing
cycles for gas and electricity are synchronised. Dodo Power &
Gas does not offer dual fuel contracts.
What should I consider
when choosing a supplier?
You reasons for choosing a particular supplier can be varied but
there are some important factors to consider.
Rates/Tariffs/Prices.
Your gas or electricity bill is calculated using several different
components. These include distribution charges, regulated market
charges, supply charges and GST as well as the cost of the energy
used. When you compare different rates it is important you take
into account all aspects of your bill.
Payment options
Do the payment options the retailer offers suit your financial
situation.
Service
With today's fast paced lifestyle you want to know you are going
to receive good service no matter whom you are dealing with. You
need to know you will get a fast, reliable response when you have a
question, or want advice or information.
Other Considerations
Some of the other things to look for when comparing energy offers
are any early termination or exit fees that may apply, and any
other discounts, charges and services which will be included in the
market contract
How do
I transfer my electricity supply to Dodo?
You can arrange your transfer by calling our Contact Centre 13
BIRD, our friendly sales staff will not only organise your gas or
electricity connection they can also discuss your internet and
telecommunication needs.
Please have the full address of your premise, identification,
such as your driver's licence number, at least one contact phone
number available and have your energy bills handy
You can also complete an online sign up form and our Customer
Service team will promptly action your request
To use our online sign up page click here insert hyperlink
Do I need to install a
new meter if I move to a market contract?
No. You will not have to install a new meter, even if you change
retailer.
How do I arrange to
get my electricity connected?
You can arrange connection by calling our Contact Centre 13
BIRD, our friendly sales staff will not only organise your gas or
electricity connection they can also discuss your internet and
telecommunication needs.
Please have the full address of your new premises,
identification, such as your driver's licence number, and at least
one contact phone number available. Make sure you give at least two
business days notice to allow us time to organise your
connection.
Moving premises
You are able to finalise your account by calling our Contact
Centre on 13- BIRD (13- 24-73), please try to give at least three
business days notice. When you call, have your current account
number and full address of the premises you are moving to
available.
What are my cooling-off
rights?
If you change your mind after entering into a contract you can
change your mind without penalty for a certain period after you
have entered the contract (called "cooling off"). Generally, you
have 10 days to cancel a market contract, without incurring any
fees or charges.
If you cancel a market contract within this "cooling-off"
period, you will continue to be charged for the energy you use
under the terms of your existing energy contract.
Your Dodo Power & Gas Bill
How will I receive my bill?
Dodo Power & Gas will send you an email letting you know
your bill is available to be viewed using our account management
system.
If you wish to receive a printed bill in the mail, there is a
charge of $1.10 per bill charged quarterly for electricity bills
and $1.10 per bill charged bimonthly for gas bills.
Does my bill include GST?
Yes, your gas and electricity charges are subject to GST.
However, if there are any debits or credits on your bill that do
not include GST, we will highlight these items should they
occur.
What can I do if my account
seems too high?
There are many reasons why your electricity bill could be higher
than you expected. These can all impact on your electricity
consumption or reading and add up to a higher bill than
expected.
- Has anyone been home during the day more than previously?
- Have any additional people moved in or visited with you?
- Have you purchased or used a new appliance or began operating
an existing appliance for a longer period due to seasonal
temperatures such as Heaters or Air Conditioning?
- Are you comparing your current bill to a previous bill where a
concession was included (for example, the Victorian Winter Energy
Concession is only applicable for bills issued during the months of
May - October).
What is an Estimated
and Actual Meter Read?
As a retailer, Dodo Power & Gas does not read your meter; we
rely on the relevant network distributors for meter readings. Once
your meter is read we will use the information to calculate your
bill.
The meter reader will endeavour to read your meter on the
scheduled date. However, in some cases a meter reading cannot be
obtained so instead of an actual meter reading, we will receive an
estimated reading. There are strict rules and guidelines that
govern how and when your bills may be estimated.
Why are
bills estimated?
Bills are normally estimated because the meter reader could not
get to your meter. Possible reasons why your meter could not be
read, resulting in an estimated bill includes:
The meter is inside and there was nobody available to give
access when the meter reader tried to read your meter.
Locked gate
The meter is behind a locked gate and there was nobody home when
the meter reader tried to access your meter.
Blocked access
There may have been an obstruction preventing the reader getting
to the meter (e.g. garden waste).
Dog
The meter reader feels threatened by a dog, which prevents the
reader getting to the meter. Keep in mind it is not that your dog
may have a good or bad temperament, but whether the reader feels
their personal safety may be at risk.
Legally, you are required to maintain clear access to the meters
on your premises.
I have received an
estimated bill, what are my options?
If you have received an estimated bill you can check your
current meter reading (call us if you need help with this) and
compare it with the estimated reading on your bill. You may find
the estimated bill is in line with the current reading.
If you are unhappy with the estimated bill then a special meter
reading can be requested at a charge. Based on this reading, any
difference can be reconciled to ensure that you pay for no more
than the energy you have actually consumed over the billing period.
Or you can wait until your next bill where a meter reading will
reconcile your consumption on the next bill, ensuring you only pay
for the energy you have actually used.
How do I arrange
a special meter reading?
If you want to arrange a special reading to correct an estimated
bill or to check a current reading, then call our Contact Centre on
13- BIRD (13- 24-73). We would be happy to arrange an appointment
for a special meter reading at your premises. This can take place
anytime during business hours, Monday to Friday. Appointment dates
and times are set by your distributor so we may not be able to
accommodate all requested timeframes.
Please contact 13-DODO (13 36 36) (from 8am to 6pm AEST Monday
to Friday) to arrange a convenient time to allow us access to your
meter.
Please be advised there is a fee associated with this type of
reading.
High Bills
My bill was higher
than I expected. What could be the reason?
There are many reasons why your gas or electricity bill could be
higher than you expected. There are a few questions you can ask
yourself, which help you investigate why your bill is higher than
expected.
Increased consumption
- Was it colder or hotter than usual, did you use heaters or
air-conditioners more than usual?
- Did you have additional people staying with you?
- Have you brought any new appliances, needed to fix an existing
appliance or operate an existing appliance for longer than
usual?
Correct comparisons
- Are you comparing bills from similar billing periods? You use
different appliances during certain periods of the year such as
heaters or air conditioners.
- Are you entitled to a concession? Are you comparing your
current bill to a previous bill where a concession was included?
Some concessions are seasonal and won't be applied to all
bills.
- Are the bills you are comparing of similar length? For example,
one billing period may have been for fewer days while the next is
for longer. Divide the total of your current charges by the number
of days on each bill to find your daily average and compare those
figures.
Actual vs. Estimated Meter Reads
- Have you considered that your last or current bill might have
been an estimated one, followed by an actual? A previous estimate
may have been estimated too low resulting in a higher bill once the
meter is read. If you need help determining this call our Contact
Centre on 13- BIRD (13- 24-73)
Options:
If you feel the meter has not been read accurately, we recommend
the following options:
- Read your meter, check to see if your current reading is more
than the reading on your bill. If it is less than the reading on
your bill then call us.
- You can call us to request a special meter reading, which will
require the meter reader to return to your property to read the
meter again. A fee may be charged if you proceed with this option
and the meter reading is found to be correct
- After all other options have been exhausted you can request the
meter to be tested. A fee does apply for this test which will only
be charged if it is deemed that there is nothing wrong with the
meter.
Paying Your Bill
How do I
pay my Dodo Power & Gas account?
Dodo Power & Gas understands that paying your accounts in
one payment can at times be a drain on finances. With this in mind,
Dodo Power & Gas will make monthly instalment deductions from
your bank account or credit card to minimise the balance you need
to pay each time a bill is issued.
When you agree to a market contract with Dodo Power & Gas,
you also agree to pay monthly instalments by direct debit from your
bank account or credit card. We will estimate your instalments
based on your previous bills or based on some simple questions if
you do not have a billing history at your property
What will happen if there
is not enough money in my account when my instalment is due?
Any defaulted payments will result in a dishonour fee being
charged to your account, if you know there will be insufficient
funds in your account, you may cancel the direct debit payment by
calling us at least three business days before the due date.
What if I don't agree
with the amount due?
If you don't agree with the amount of the settlement payment
then let us know at least three business days before the payment is
due to be processed and we will not debit the disputed amount to
your account until it has been resolved. However, we may ask you to
pay any undisputed amounts.
Can I cancel my Direct Debit
agreement?
Yes, you can cancel your direct debit agreement by calling or
writing to notify us at least three business days prior to your
next payment date. If you cancel your direct debit agreement, you
will need to organise a new way of paying your instalments in line
with your market contract.
What if I
change my account details?
If at any time you wish to change your bank or personal details,
please advise us as soon as possible before your next payment
date.
Having difficulty in
paying your account?
Please call our Contact Centre on 13- BIRD (13- 24-73) before
the due date of your next account or instalment to discuss our
range of options to help you pay your account.
Concessions and Rebates
Can I get a concession
or rebate on my energy account?
There are various state government concessions and rebates
available to help low income earners manage their energy accounts.
The concession or rebate which you can apply for, and the
eligibility requirements, depends upon which state you live in.
Click here for more information about
Victorian concessions
If you would like to confirm if you are eligible for a
concession or rebate then call our Contact Centre on 13- BIRD (13-
24-73).
Faults and Emergencies
What should I do if I have
problems with my electricity or gas supply?
If your supply is disrupted or interrupted or you are
experiencing any type of fault or failure, you should contact the
faults number on your bill. If you cannot find that number then
call us on 13- BIRD (13- 24-73) and we will transfer you to your
distributor. If you call outside our business hours of 8am-6pm you
will be transferred to the National Response Centre.
Click here to go to the Victorian
Distributor information page.
Feedback and Complaints
If you have a complaint relating to our service, please contact
us and we will respond quickly and work to satisfy your
concerns. Click here.
Dodo Power & Gas aims to resolve all telephone enquiries and
complaints at the initial contact stage. If we are unable to do so,
we will notify you immediately and advise you when the matter is
resolved. All written enquiries are answered within five business
days.
What if I am unhappy with
your resolution?
If you feel the matter has not been satisfactorily resolved,
please request to have your complaint referred to a higher level.
If you still believe that your enquiry has not been satisfactorily
resolved, you can contact the ombudsman in your state;
- Victoria - the Energy and Water Ombudsman
on 1800 500 509 or visit their
website www.ewov.com.au