Q: Where’s my bill?

A: We apologise for the delay in sending your energy bill. We are currently managing an issue with our billing system provider that is causing a delay in sending your bill. We appreciate your patience while we work hard to resolve this issue.

 

Q: Why haven't I received my bill?

A: One of our billing system providers is having trouble digesting small packets of meter data for some customers, and this has caused your bill to be placed on hold until we can ensure that you are billed correctly. We are working diligently to fix the problem, but it may take a few more weeks before things get back to normal and we can send you your bill.

 

Q: What's the main issue?

A: Our billing system provider is having trouble processing some data from your meter, which has resulted in delays in sending out bills to some of our customers.

 

Q: I am concerned I will be receiving a large bill. What are my payment options?

A: Due to the delay in sending your bill, your next bill may cover a longer period than usual, and it might be higher than what you're used to. We understand that this may cause financial stress, and we want to ensure that we’ll provide you with the right assistance. You can pre-pay towards your bill to help cover expected usage costs in the meantime. We recommend that you consider referring to your last bill’s total as a pre-payment amount.

 

Q: When should I expect to receive my bill?

A: We are working hard to resolve the issue with our billing system provider, but it may take a few weeks before we can send you your bill. We apologise for the delay and appreciate your patience while we work to resolve the issue.

 

If you're facing difficulties or have any questions or concerns, please contact our Australian-based team at hello@energylocals.com.au. We value your feedback and want to assure you that we are doing everything we can to get your billing back on track. For more information on our Hardship Policy and how Energy Locals can help, please click here.

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