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PDCN is receiving an increased number of calls regarding people’s concerns in this area.  We hope that simple answers to some of the frequently asked questions will be of assistance to you.  For more complete information see the Energy and Water Ombudsman website www.ewon.com.au   where you will find information and facts sheets that may be helpful.

 My bill is too much for me to be able to pay it when it is due.  What can I do?

1.

Let the company know that you are having trouble.  They should be able to refer you to   their customer Assistance Program allow you to set up a long term payment plan.

2.

If you are unable to make arrangements with your supplier, contact a local community agency that distributes Energy Accounts Payment Assistance (EAPA) vouchers to make an appointment.  The places include The Salvation Army, Anglicare and Lifeline

3.

If you can’t work out a payment plan with your supplier or find an agency that has EAPA vouchers contact EWON on 1800246545.

What if I think the bill is just wrong?

1.

Contact the company, tell them your concerns and ask them to explain why the bill is high. If they can’t explain the bill to you straight away they may offer (or you can ask them) to do a full investigation.

2.

If you are not happy with the result call EWON for help. EWON can conduct its own investigation into the accuracy of your bill. If they find a mistake, you will only have to pay for what you have used. If they don’t find anything wrong, EWON will explain how it reached its decision and if you wish, EWON can try to negotiate a payment plan with the company so you can pay the bill over time.

I have an unpaid bill, and now I have been contacted by a debt collector.     What should I do?

Call the consumer credit Legal Centre (CCLC) on 1800 808 488

I have been, or am about to be, disconnected. What do I do?

Contact EWON on 1800 246 545

I want to be more organised about my bills.  Any ideas?

 If you are on a pension or benefits, you can ask the company about setting up a Centrepay arrangement to help manage your bills. With Centrepay, you nominate an amount to be deducted from your pension or benefit (minimum of $10 per fortnight). Centrelink transfers this amount to your energy or water account.

 Are there any rebates available that I can get to assist me with my bills?

1.

NSW energy rebate for pensionersIf you are a pensioner you may be eligible to receive a rebate to help pay your electricity and gas bills. The rebate will appear on your electricity bill. Make sure you provide the company with your pensioner concession number and that your details are entered correctly on their system. If you move house or switch companies, check your bill to make sure the rebate has been applied.

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Utilities allowance for pensionersA federal government allowance to help pensioners meet the costs of regular bills such as electricity, gas and water. This allowance is paid by Centrelink, for more information phone 132 300 or visit www.centrelink.gov.au

3.

Water rebatesContact your water company to find out about the types of rebates they offer and how to apply. Some companies also offer low cost services to help customers reduce their water usage.

4.

Life support rebateIf you require certain medical equipment in your home that is necessary to sustain your life, for example a kidney dialysis machine or respirator/ventilator, you may entitled to a rebate on your electricity bill. Contact your electricity company for more information.