Bill Mistakes, Complaints and Official Help
Energy bill problems in Australia: where to get help, state by state
A map of common electricity and gas bill problems and the right place to take each — your retailer, the energy ombudsman in your state, the regulator, concessions and free financial counselling.
If something is wrong with your electricity or gas bill — it is much higher than expected, based on an estimate, charged at the wrong rate, or you simply cannot pay it — start with your retailer: ask for its complaints process, a reference number and, if money is the issue, its payment assistance or hardship program. If the retailer does not fix the problem, take it to the free, independent energy and water ombudsman in your state, such as EWON (NSW), EWOV (Victoria), EWOSA (South Australia) or EWOQ (Queensland). Regulators (the AER and, in Victoria, the Essential Services Commission) enforce the rules but do not resolve individual disputes. This guide matches common problems to the right help and links to detailed guides.
Problem-to-help map
| Problem | First step | Detailed guide |
|---|---|---|
| Bill much higher than usual | Check days, rates, read type; call retailer | Estimated bills and back-billing |
| Discount or benefit ended | Compare plans; ask retailer for best offer | Common energy plan mistakes |
| Cannot pay on time | Ask for a payment plan or hardship program | Hardship and payment plans |
| Complaint not resolved | Contact the energy ombudsman | Energy ombudsman complaints |
| Moved house, wrong plan or supply problem | Contact retailer and distributor | Moving house: electricity and gas |
| Switched without consent | Contact the new retailer, then ombudsman | Switching checklist |
| Missing concession | Retailer, then state agency | Concessions by state |
Energy ombudsman by state and territory
| Where you live | Dispute body | Website |
|---|---|---|
| New South Wales | Energy & Water Ombudsman NSW (EWON) | ewon.com.au |
| Victoria | Energy and Water Ombudsman Victoria (EWOV) | ewov.com.au |
| South Australia | Energy and Water Ombudsman SA (EWOSA) | ewosa.com.au |
| Queensland | Energy and Water Ombudsman Queensland (EWOQ) | ewoq.com.au |
| Tasmania | Energy Ombudsman Tasmania (within Ombudsman Tasmania) | energyombudsman.tas.gov.au |
| Western Australia | Energy and Water Ombudsman Western Australia (within the Ombudsman WA office) | energyandwater.ombudsman.wa.gov.au |
| ACT | ACT Civil and Administrative Tribunal (energy and water complaints) | acat.act.gov.au |
| Northern Territory | Office of the Ombudsman NT | ombudsman.nt.gov.au |
Ombudsman services are free for consumers, independent of retailers, and can make binding decisions on members up to set limits. They usually expect you to have tried to resolve the issue with the retailer first.
Regulators and what they do
| Body | Role | Handles individual disputes? |
|---|---|---|
| Australian Energy Regulator (AER) | Enforces National Energy Retail Law and Rules in NSW, Qld, SA, Tas, ACT; sets the DMO; runs Energy Made Easy | No — refers to ombudsman |
| Essential Services Commission (ESC) | Regulates Victorian retailers, sets the VDO, administers the Energy Retail Code of Practice | No — refers to EWOV |
| ACCC | Consumer law, electricity retail code advertising | Generally no |
| State fair trading agencies | Door-to-door and unsolicited sales | Some complaints |
You can still report a breach to a regulator; it helps them spot patterns.
Your rights in brief
- Payment assistance: retailers must offer help to customers in payment difficulty (National Energy Customer Framework hardship rules; Victoria's payment difficulty framework).
- Disconnection protections: retailers must follow notice steps before disconnecting and cannot disconnect a registered life support customer for non-payment. In Victoria, from 1 October 2026, a household cannot be disconnected for a debt below $1,000 (previously $300).
- Accurate billing: bills must state whether reads are estimated, and there are limits on recovering undercharged amounts where the customer was not at fault.
- Best offer information: bills must tell you whether a cheaper plan is available from your retailer.
- Cooling-off on new market contracts: generally 10 business days.
How to complain effectively
- Gather: bill copies, contract or fact sheet, meter photos, dates of calls.
- Call or write to the retailer's complaints team. Say clearly "I want to make a complaint" and ask for a reference number.
- Ask for what you want: a re-bill at the right rate, a refund, a payment plan, a waiver.
- Give a reasonable time, then escalate to the ombudsman if it is not resolved or you are unhappy with the answer.
Collections activity and disconnection for the disputed amount are generally paused while a complaint is with the ombudsman; confirm this with the ombudsman when you lodge.
When to get extra help
- Financial counselling: free via the National Debt Helpline, 1800 007 007.
- Legal help: community legal centres or state legal aid if a debt has gone to collection or court.
- Interpreters: TIS National on 131 450 can help you call your retailer or ombudsman.
FAQ
Can the ombudsman help if I am on an embedded network?
Ombudsman coverage of embedded networks has expanded but varies by state and operator. Contact your state's ombudsman to check.
Does it cost anything to complain to the ombudsman?
No. Ombudsman schemes are funded by their members (energy and water businesses) and free for consumers.
Should I stop paying while I complain?
Pay the undisputed part of the bill if you can. Tell the retailer and ombudsman which part is disputed.
Can I complain about a gas bill?
Yes. Energy ombudsmen handle gas as well as electricity complaints.
Sources
- Energy & Water Ombudsman NSW — NSW energy complaints
- Energy and Water Ombudsman Victoria — Victorian energy complaints
- Energy and Water Ombudsman SA — SA energy complaints
- Energy and Water Ombudsman Queensland — Queensland energy complaints
- Australian Energy Regulator — consumer rights under the national rules
- Essential Services Commission — Victorian consumer protections
