Electricity & Gas

 
Paying your bills

We know that there are times when paying bills can be tough, and we’re here to support you.
If your circumstances have changed and you need assistance paying your bills, there are options available to you.
You can access various payment support options by contacting our Credit Solutions Specialists here, where you can;

  • Request a short or medium term payment arrangement based on what you can afford
  • Request a payment extension for one billing cycle

For longer term payment arrangements and specialised payment support, you can access our Energy Assistance Program.

Find out about the energy grants, rebates and concessions that you may be eligible for.
If you are looking at ways to reduce energy consumption, take a look at our energy saving tips.
 

Government assistance

NSW - Apply for Energy Accounts Payment Assistance (EAPA) | Service NSW
QLD - Home Energy Emergency Assistance Scheme (HEEAS) application form | Queensland Government
SA - SA.GOV.AU - Emergency help with finances
VIC - Utility relief grant scheme - DFFH Services Dodo's URG's Page Link Utility Relief Grant Scheme (URGS) | Dodo
 

Life Support

If you or someone in your household uses Life Support Equipment, it is important that you let us know right away (if you have not already) by calling contacting us here.

 

Your bill frequency varies depending on the fuel type and the state you live in.

  • Natural gas is typically billed quarterly in NSW and every two months in Victoria.
  • Electricity is billed quarterly in NSW, SA and Queensland.  If you live in Victoria and have a remotely read smart meter, you can receive a monthly bill.  If you would like to switch to a monthly bill, please call us on 13 36 36 (Monday - Friday, 8am to 7pm).
 

If you’ve received an energy invoice that’s higher than usual, it could be due to a number of different reasons.

We have listed some of the more commonly occurring reasons below.

 

Estimated Invoice

  • It’s possible that you have received a higher invoice as it is an estimated read.  Your invoice could have been estimated because
    • The meter reader had difficulty accessing your meter.  This usually happens if your meter has been installed indoors, is behind a locked gate or is guarded by a pet pooch.
    • If you have a smart meter, connection dropouts can sometimes happen.  In this case, your distributor or meter data provider sends DPG an estimate based on your past usage.
    • Bad weather

  • To avoid estimated invoices, you should always ensure safe and unhindered access to your meter.

    You can also submit your own meter reads.

    Learn more on How to read your meter

 

Change in season

  • Hot summers and cold winters can be contributing factors in a high bill.  Use of cooling and heating appliances can increase your usage.
  • To check if you are using more energy than usual, you can compare your usage to the same time last year.

 

Billing period

  • Your energy invoice rarely has the exact number of days in each billing period.
  • As such, your higher invoice could be due to a greater number of days in the billing period.
  • You can check the number of days in your billing cycle in the “Understand your bill” section.

 

Previous invoice

  • Has a balance from your previous invoice been brought forward?  You can find out by checking the “Balance Brought Forward” in the “Understand your bill” section.

 

Price increase

  • Has a price increase occurred during your billing period.
  • You will be notified of all price changes in advance.

 

Change in solar tariff

  • Occasionally, the solar feed-in-tariff may change. If you tariff changes, we will notify you ahead of the change.
  • You can see your solar credits in the “Rate description” section of “Understand your bill”.

 

Appliances

  • If you've recently bought new appliances, they may be consuming more power than you realise - particularly if the appliance uses stand-by power.
  • Are there any faulty or old appliances that could be using more energy?  To find how much energy your appliances use, visit https://calculator.energyrating.gov.au/

 

Spending more time at home

  • If you are spending more time working from home, the kids are on school holidays or you've got friends or family visiting, spending more time at home may be the cause of a higher invoice.

 

Recent move

  • If you have moved recently, your new home may be larger, less energy efficient or your tariff or pricing may be different.

 

Concessions

  • Check on your invoice to see if the relevant concessions, rebates or grants have been applied.
  • They should appear in the “Credits” section under “Understand your bill”.

 

Read our energy tips on how you can save energy and lower your bills.

If you would like to make monthly instalment payments, you may be eligible to sign up to Dodo SmartPay.

 
 

You can receive your bill 

  • Electronically – you will be sent an email letting you know that you can view your bill via MyDodo.  There are no fees for eBills.
  • In the mail – you can choose to receive a printed bill, however, there is a printed bill fee applicable (except in NSW).

Click the link for Additional Retail Charges

 

If you don’t have a smart meter that can be read remotely, your meter needs to be read in person. Sometimes the meter reader may have issues accessing your meter.  This usually happens if you meter has been installed indoors, is behind a locked gate or is guarded by a pet pooch.

The best way to avoid an estimated read is to make sure there’s always easy and safe access to your meter.

 

All energy retailers are required to include a “Best Offer” (Vic) or “Better Offer” (NSW, SA & Queensland) on the 1st page of your invoice.

This notification will inform you if you are on our lowest cost generally available plan or if there is a lower cost plan available to you.

This calculation is based on your historical annual usage (if available) or an estimate if we do not have 12 months usage data.

If you would like to switch to the Best Offer or Better Offer plan, call us on 13 36 36 (Monday – Friday, 8am to 7pm).
 

Related

How do I take up the “Best Offer” or “Better Offer”?

 
 

GST is included in your gas and electricity rates; the GST amount is mentioned separately.  There may be instances when GST is not included such as $ credits.

 


Occasionally, you may receive an invoice that is an “estimate”. Generally, this is due to the meter reader being unable to gain safe and easy access to your electricity or gas meter.

To submit a customer read estimate, you will need to

  • Send an email to customercare@dodo.com.au
  • In the subject line include “Customer read estimate & your account number”
  • Include the following in the body of the email
    • National Metering Identifier (NMI) for electricity, Delivery Point identifier (DPI) for gas in NSW or Meter Identification Reference Number (MIRN) for gas in all other states. This information can be found at the top right of your invoice.
    • A photo of your meter that has the date and time stamp clearly visible.  The photo should clearly show the meter serial number which is the unique link to your premises and account. 

Once your customer read estimate has been submitted, we will re-issue your bill if required. 

To avoid receiving an estimated bill, always ensure that there is unhindered access to you gas and electricity meter.

You can find your next scheduled meter read on your bill in the Additional Information under the heading “Access to meters”.  

Instructions on reading your meter

 

Occupier bills are sent to customers when Dodo Power and Gas supplies the premises with gas and/or electricity, however, we do not have your personal details to establish a gas and/or electricity account in your name.  While you have the status “occupier”, you will be priced according to the default offer, which is generally higher than our market offer.

It is important that you contact our Customer Care team on 13 36 36 (Monday – Friday, 8am – 7pm AEST) who will assist in setting up your account.  You can switch to another energy retailer, however are liable for the amount on the Occupier Bill. 

 

There are several convenient ways that you can pay your electricity or gas account. Choose from the following options.

Direct debit is an easy way to ensure that your invoices are paid on time and guarantee your pay by due date discounts (if applicable). You will receive your invoice to review before the payment is automatically deducted.

Online

  • Direct debit from your credit card, debit card or bank account using My Dodo (Direct debits from a Visa or MasterCard or your bank account are free of charge).
  • BPAY – use Biller Code 126326 and the reference number on your invoice.

In Person

  • Pay at any Post Office (ensure you take the first page of your invoice which has the bar code).

Some payment channels attract a transaction fee.

Click the link for Additional Retail Charges

 

Energy bills can change throughout the year. You might use more energy in winter for heating and more in summer for cooling.

Dodo SmartPay gives you a flexible way to manage those changes by letting you pay a regular instalment by direct debit and you can pick weekly, fortnightly or monthly payments.

Paying smaller amounts more often can help smooth out seasonal ups and downs and make budgeting easier.

For full details on eligibility and more, check the Dodo SmartPay Terms and Conditions.

Dodo SmartPay could be right for you if you want to

  • Reduce the impact of higher summer and winter bills
  • Organise household energy costs into regular instalments
  • Create more certainty for your household budget
  • Align your SmartPay instalments with when you get paid
     
 

Setting up Dodo SmartPay is easy, whether you’re new to Dodo or already with us.

New Dodo Power & Gas customers

When you sign up through one of our Energy Specialists and eligible, you can choose to join Dodo SmartPay as part of setting up your electricity or gas accounts.

Existing Dodo Power & Gas customers

If you’re already with Dodo and eligible, you can set up SmartPay by calling 13 dodo (13 36 36).

For full details on making payments and more, check the Dodo SmartPay Terms and Conditions.

 

Dodo SmartPay helps you spread your energy costs more evenly across the year.

Your instalments are calculated using an estimate of your energy use over 12 months, based on your billing history or the average usage of a similar customer.

You’ll pay by direct debit weekly, fortnightly or monthly and your first instalment is processed after your cooling off period.

We review your instalments twice a year and let you know if they need to change.

If you no longer meet the eligibility criteria, miss a payment or stop your direct debit, SmartPay may be cancelled.

For full details, see the Dodo SmartPay Terms and Conditions.

 

When you join Dodo SmartPay, your instalments are set using an estimate of your energy use over a 12-month period.

That estimate is based on:

  • your historical billing data, or
  • the average energy usage of a comparable customer if we don’t have your historical billing data.

Your instalments aren’t the same as your invoice amounts. They’re designed to help spread your energy costs more evenly across the year, even when your usage goes up or down.

Your instalment amount will be reviewed and adjusted as part of the Dodo SmartPay review process to make sure it stays in line with your energy use.

For more detail on how instalments are calculated or reviews and instalment adjustments, check the Dodo SmartPay Terms and Conditions.
 

 

You can set up or amend your direct debit payments by

  • Logging into MyDodo or
  • Calling us on 13 36 36 (Monday – Friday, 8am – 7pm AEST)

To cancel your direct debit payments,

  • Call us on 13 36 36 (Monday – Friday, 8am – 7pm AEST)

Remember

  • You need to provide us at least 3 business days to set up, amend or cancel your direct debit payment
  • There is no charge on direct debit payments made from a MasterCard or Visa, or from a bank account

If you are experiencing financial difficulties, please click here to review our policy 

 

Can I pay in instalments?

Yes. There are a couple of ways you can spread out your payments.

Set up Dodo SmartPay

If you’d prefer regular instalments, you can join Dodo SmartPay.

Your instalments are calculated using an estimate of your energy use over 12 months, based on your billing history or the average usage of a similar customer. You can choose to pay weekly, fortnightly or monthly by Direct Debit.

Eligibility criteria apply

For full details on eligibility and more, check the Dodo SmartPay Terms and Conditions.

Make extra payments anytime

You can also log in to MyDodo to make additional payments towards your electricity or gas bill whenever it suits you.

Direct debits from a bank account, Visa or Mastercard are free of charge.

For more information, see our Additional Retail Charges.

 

If there are insufficient funds in your account, your payment will default which may incur a dishonour fee.  

If you usually pay your bill by direct debit, it is important that you notify us at least three days before your payment is due.  Please call us on 13 36 36 (Monday - Friday, 8am to 7pm).

 

You can set up, amend or cancel your direct debit payments by;

  • Logging into MyDodo.

    or

  • Contacting our customer service team here.

 

Remember

You need to provide us at least 3 business days to set up, amend or cancel your direct debit payment.

There is no charge on direct debit payments made from a MasterCard or Visa, or from a bank account.

 

If you’d like to discuss the amount due on your account, please call us on 13 36 36 (Monday - Friday, 8am to 7pm) at least three business days before your direct debit is due.

 

You can request for a refund online!

Log on to MyDodo

  • Go to Billing and Payment in top navigation panel
  • Click on Credit Overview
  • Select the account you wish to request a refund for
  • Enter the amount you wish to be refunded
  • You’ll receive an SMS once refund is approved
  • The refund will be credited to your BSB
 

If you’ve closed your Dodo Power & Gas account and your final bill shows a credit balance, you may be entitled to a refund. Here’s what you need to know: 

Eligibility

  • You have cancelled your account and received your final bill.
  • There is a credit remaining on your account.
  • No other accounts you hold with Dodo Power & Gas are in debt.

 

How to Claim Your Refund

Contact Us
Reach out to our customer service team to arrange reimbursement. We’ll verify your details and process your refund.

Unclaimed Money
If a significant amount of time (12 months and over) has elapsed since your account was closed and the credit remains unclaimed, the funds may have been transferred to the Victorian State Revenue Office (VSRO) in line with regulatory obligations.

If you have monies held with the Victorian State Revenue Office, you can apply for a refund with the Victorian State Revenue Office directly. Dodo Power and Gas have no control or ability to initiate a refund.

Funds that are held in trust by the Victorian State Revenue Office are available to search via the public register.

For more information about unclaimed money visit https://www.sro.vic.gov.au/unclaimed-money 

 

If you have a smart meter, the bill you receive will be based on an actual read. 

If you have a basic meter, the bill you receive will have either an actual or an estimated read. 

In most cases your meter reading will be based on the actual amount of electricity used. 

However, if your meter cannot be accessed or read, you will receive an estimate.