What to do about high utility bills
The Energy and Water Ombudsman NSW is an agency that deals with complaints from the public regarding problems with their utilities, either electricity, gas, or water. Recently the number of complaints has risen unexpectedly, especially regarding problems with billing that seems to be unusually high. The Ombudsman has recommended the following tips that may help you if you are in the same situation:
· Try to figure out if you may be using more energy or water: on your statement you can check your current usage and compare it with a bill from a similar period (e.g. last year). If your usage has increased this year consider the following: think about if there was any extreme weather or extended periods of very cold or very hot weather during the billing period because your household might have used more heating or cooling without you thinking about it. If you purchased any new appliances they might require more energy or water than your old ones. You could look for faults or leaks in your appliances. Did you have guests staying or additional people living at your property? Were you or someone in your household at home more often during the day, say due to illness or unemployment?
· Does the billing period include any price increases? Price increases for energy and water come into effect each year, usually on the first of July. This increase impacts on all customers. The prices for customers on standard contracts are set and regulated by the Independent Pricing and Regulatory Tribunal of NSW, not the supplier.
· Check your current and previous bills for ‘estimated’ readings. Retailers can estimate your bill if there are problems accessing your meter. If your previous bills were estimated and you were undercharged, you may receive a higher than expected catch-up bill when the meter reader gains access to your meter and takes an actual reading.
· Contact your retailer to explain the charges on the bill, if they are not clear. If you need more time to pay, ask about an extension or an instalment plan arrangement. Your retailer may also be able to offer you advice on ways to save energy or water.
· Emergency assistance: Ask your retailer about agencies in your area that distribute EAPA (Energy Accounts Payment Assistance) vouchers or PAS (Payment Assistance Scheme) vouchers for water. These vouchers can be paid towards your energy or water bills, and are distributed by community agencies throughout NSW such as neighbourhood centres, Anglicare, St Vincent de Paul or Salvation Army. If you cannot obtain EAPA vouchers contact EWON on freecall 1800 246 545.
· Low-income customers may be eligible for NILS (No Interest Loan Schemes) to help replace old appliances with new energy or water efficient appliances.
· Contact EWON (Energy & Water Ombudsman NSW) if you are unhappy with your retailer’s response or you are unable to negotiate a payment arrangement. They can be contacted at freecall 1800 246 545 or visit www.ewon.com.au to lodge a complaint online.