If it has been a while since you received a bill, it may be temporarily on hold while we resolve an issue. We know delays can be inconvenient, and we apologise for the inconvenience. Our priority is to make sure your bill is accurate, and we appreciate your patience while we finalise it.
Here are answers to common questions, plus options to help you manage payments while you wait.
Sometimes our system detects an issue that could affect your bill. We may place a temporary ‘bill block’ so we can check and fix the issue before your bill is issued. In other cases, we may be waiting for information from your energy distributor.
No action is needed right now. Our teams are investigating and will issue your bill as soon as possible. If you are concerned about budgeting, you can make interim payments to your account or set aside the amount you would usually pay each billing period.
In some cases, you may not receive a bill for several months, then receive a larger bill that covers the full period since your last bill. We will let you know when your bill is ready. If you need more time to pay, we will explain the support options available.
To reduce the impact of a larger bill, you can make interim payments to your account or set aside the amount you would normally pay each billing period.
You can also set up a payment plan based on what you would typically pay. To arrange this, please contact us and we will help. You can cancel the plan at any time.
If you receive your bill and cannot pay by the due date, we can help you find an option that suits your circumstances. This may include extra time to pay through a payment extension or a payment plan to spread payments over a longer period.
There are a few ways you can do this:
