We identified an issue where some customers were receiving bills that did not include all of their premises electricity usage.
This means that in some cases, your past electricity usage was unbilled and you may have received a larger bill than you expected this month which includes this previously unbilled electricity consumption.
What has caused this issue?
- We have identified an issue where certain customers were not being billed for their complete usage on a certain tariff type. This occurred due to recent changes in your configuration when your meter changed from a single rate to time of use pricing as set by your electricity distribution network and can be triggered by changes such as a new meter being installed.
- Due to recent changes in meter configurations, some customers were not billed accurately for their electricity consumption. This occurred when our system failed to recognise updates such as transitioning from a single rate price to time-of-use pricing which is set by your electricity distribution network and can be triggered by changes to your metering.
How long have I received a bill for?
- We have billed you for previously unbilled usage as per your state's rules in relation to back billing. Please find a link to where these rules are outlined below.
Victoria
NSW, SA, QLD, ACT, TAS: As listed on page 7 of our Terms and Conditions
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Where can I view my usage: You can always view your usage on your self service portal portal which you can log into here. Customers can also download their daily usage.
- Can I have longer to pay my bill: If this causes any financial uncertainty please contact our Aussie-based customer service team via email at hello@energylocals.com.au or alternatively via phone at 1300 693 637. We will be able to offer payment plans that match the length of time you have been back billed. We can offer support and explore options to help you manage your payments. You can also find information about our Hardship Policy and how Energy Locals can help here.
- What can I do, if I am still unsatisfied with my bill? You can lodge a complaint to our resolutions team here and one of our customer advocacy specialists will be in touch within 3 business days