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Your energy retailer provides you with your energy bill. Your energy bill has important information about your current energy plan including the price you pay for energy and the amount of energy you use. Energy retailers are also required to show you their Best Offer and how much you could save by switching offers.

How much energy am I using?

Your energy bill will include your daily usage, which tells you on average how many units of energy you are using every month compared to the same time last year. It tells you if the amount of energy you are using has increased or decreased. The amount of energy you use is measured in kWh for electricity and MJ for gas.

How much am I being charged?

Your energy bill will include information about the price you are paying for energy based on your energy plan, these are called charges. The billing period will tell you how often you will be sent a bill for the energy you have used.

Most bills will have two types of charges:

• A daily supply charge: This is a daily price that you pay to have electricity or gas supplied to your home or business. The price you pay each day does not change unless you change your energy plan.
• Usage charge/s (or consumption charges): This is the price you pay for the amount of electricity or gas that you use. The price you pay for energy is measured in cents per kWh and cents per MJ for gas.

How much do I need to pay?

The amount you need to pay will be listed on your bill. The amount is calculated based on:

• The cost of your current energy bill for the billing period (e.g. current or new charges)
• Any amount owing from previous bills (e.g. balance brought forward)
• If you’re a concession card holder, any energy concessions you receive

Could I save money by moving to my retailer’s Best Offer?

Energy retailers are required to show you their Best Offer and how much you could save by changing offers. Look for a box on the front of your energy bill that tells you if you could save money by moving to your retailer’s best offer. If you want to switch to your energy retailer’s best offer, call your retailer and ask to be put on their best offer.

You may be able to save more money by moving to another retailer. To make sure you are getting your best offer you can compare offers using our comparison service. Learn more by visiting our How to compare offers on Victorian Energy Compare page.

I have a health care card, am I receiving my energy concessions?

If you are a concession card holder, your energy concessions will be listed on your bill. The best way to make sure you are getting your energy concession is to call your energy retailer and ask them to check that your energy concession is being applied to your energy bill. You can also check what other assistance you may be eligible for by visiting the Victorian Government's online concession eligibility calculator.

I’m having difficulty paying my bill, what help is available?

If you are having trouble paying your energy bill, there are rules which mean your energy retailer must let you know what help is available.

You should contact your retailer first and ask to speak to their Hardship Team. This team will be able to discuss your assistance options, such as paying smaller amounts more often or delaying payment of a bill. You may also be eligible for a Utility Relief Grant. With the Utility Relief Grant Scheme, you can get up to $650 for electricity and $650 for gas every two years to help pay unpaid bills.

Anyone with a payment assistance plan in place, can’t be disconnected or be pursued for debt – so it’s vital that you reach out to your company if you are struggling to pay your bills.