Energy Assistance Guide
a guide to helping NSW households
manage their energy costs for
Community Welfare Organisations,
Energy Retailers’ Customer Hardship
Units and Financial Counsellors
November 2011 Edition
Disclaimer
The NSW Government is committed to enhancing the public availability, dissemination and exchange of
information. As a NSW Government agency, NSW Trade & Investment has prepared this Guide to enable you to
quickly and easily access information to assist consumers in paying their energy bills.
NSW Trade & Investment and the NSW Government do not warrant or represent that information contained in the
Guide is complete, current, reliable and/or free from error. The Guide is not intended to be, and should not be relied
upon as, the ultimate and complete source of information on any particular topic.
Content in the Guide is subject to constant review and the information is subject to change or removal at any time.
Copyright © 2011
This material, prepared by NSW Trade & Investment, is subject to copyright under the Copyright Act 1968 (Cth), and
it is owned by the State of New South Wales through NSW Trade & Investment.
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Energy Assistance Guide: a guide to helping NSW households manage their energy costs
ISBN 978-1-74256-243-8
Published November 2011
Energy Assistance Guide
a guide to helping NSW households
manage their energy costs
for Community Welfare Organisations,
Energy Retailers’ Customer Hardship Units
and Financial Counsellors
The Energy Assistance Guide
In response to the positive feedback we received on the first edition of the Guide, this
second edition has been published to provide you with up to date information about the
latest energy assistance measures available.
The Energy Assistance Guide is published by the NSW Government to provide an easy to use
resource for community welfare organisations, financial counsellors and hardship units within
energy retailers. The Guide is designed to support these organisations in their valuable work
assisting vulnerable energy customers.
This second edition includes information about new initiatives including the:
NSW Government’s Low Income Household Rebate;
increases to the NSW Medical Energy Rebate; and
‘Cut Your Power Bills’ website www.cutyourpowerbills.nsw.gov.au
Copies of the Guide and related fact sheets can be arranged by calling the Energy
Information Line on 1300 136 888.
For interpreting services call the Translation and Interpreting Service on 131 450 and ask an
interpreter to call the Energy Information Line. For TTY (text phone) services direct to the
Energy Information Line customers can call 1300 603 845 - this number is dedicated for the
hearing impaired only, no voice calls.
If you are deaf, or have a hearing impairment or speech impairment, you can contact the
Energy Information Line through the National Relay Service (NRS):
TTY users phone 133 677 then ask for 1300 136 888
Speak and Listen users phone 1300 555 727 then ask for 1300 136 888
Internet relay users connect to the NRS at www.iprelay.com.au/call/index.aspx then ask for 1300 136 888.
We hope that you find this Guide useful and informative.
Contents
Welcome to the Energy Assistance Guide......................................................1
How to use this Guide....................................................................................2
About energy hardship.................................................................................4
1. Assessing energy hardship....................................................................9
2. Understanding an energy bill..............................................................15
3. Common questions about energy bills................................................25
4. Disconnection & reconnection............................................................35
5. Finding easier payment options..........................................................41
6. Getting financial assistance................................................................47
7. Choosing contracts and retailers.........................................................57
8. Reducing energy costs........................................................................65
9. Upgrading to more energy efficient appliances and technologies........79
10. Disputes & complaints........................................................................85
Glossary......................................................................................................89
Appendix A. Useful contact details..............................................................96
Appendix B. Standard retailers in NSW........................................................98
Appendix C. Residential parks...................................................................101
Appendix D. Residential aged care & assisted living facilities
and retirement villages.......................................................104
Acknowledgements..................................................................................105
Welcome to the Energy
Assistance Guide
Front-line staff in community welfare
limited computer access. It provides easy
organisations, financial counselling services
reference to common issues that arise in
and customer hardship units play a critical
managing energy costs and in dealing with
role in helping vulnerable people manage
energy retailers.
their energy costs. It is for you, the staff,
that this Energy Assistance Guide is
The good news is that, for people in
principally intended.
need, a lot of help is available. The NSW
Government has a range of energy
The Guide is designed to take the mystery
assistance programs and energy retailers
out of the retail energy market and, in
offer special payment schemes and other
a single booklet, to give you the key
forms of assistance.
information you need to assist your clients
and customers. It will, for example, help
By helping you assess your clients’
you explain to them what their rights and
needs and direct them to the schemes
responsibilities are, how to read a bill, where
and services most appropriate to their
to go for financial assistance, how electricity
circumstances, the Guide should make
use is measured and how to save energy
your work easier and your clients’
The Guide is an alternative to information
situations more manageable. We hope
resources that are online or hard to locate,
you find the Guide a useful resource.
especially for workers in the field or with
Energy?
In this Guide ‘energy’ is used to refer to both electricity and gas.
1
2
How to use this Guide
About energy hardship
Learn what energy hardship is, what
impact it has, who is experiencing it
and why, and what retailers and the
NSW Government are doing to help.
1. Assessing energy hardship
Assess your client’s level of energy
hardship and the kind of assistance
that would be most suitable for them.
2. Understanding an energy bill
Help your client understand the
information that appears on their
electricity and/or gas bill.
3. Common questions about
energy bills
4. Disconnection and reconnection
Answer common questions about
energy bills that clients may ask you.
Learn what the rules for disconnection
are, and how to get a client reconnected.
5. Finding easier payment options
Advise your client of special payment
options and plans offered by retailers
and government to help them pay
their energy bills.
6. Getting financial assistance
Advise your client of government financial
assistance schemes to help them pay
their energy bills in crisis situations (e.g.
to avoid disconnection) as well as in the
longer term.
7. Choosing contracts and retailers
Advise your client about the things to
be aware of when changing their energy
contract and/or retailer.
Fact sheets & website
Key information from this Guide is also available in fact sheets (which you can
pin on the wall, or photocopy and hand out to clients) and on our website at:
www.energy.nsw.gov.au. Copies of these can also be ordered through the
Energy Information Line on 1300 136 888.
8. Reducing energy costs
Tell your client about simple, immediate
and no-cost ways to reduce their
household’s energy bills.
9. Upgrading to more energy
Advise your client about longer-term
efficient appliances
options for reducing their household’s
and technologies
energy use by upgrading to more energy
efficient appliances and technologies.
10. Disputes and complaints
Advise your client about how to resolve
a dispute with a retailer and how to lodge
a complaint against a retailer.
Glossary
Find out what technical words, phrases
or acronyms mean.
Appendix A. Useful contact details
See a list of useful phone numbers
and websites.
Appendix B. Standard retailers
in NSW
See a list of the standard electricity
and gas retailers in NSW and the areas
they service.
Appendix C. Residential parks
Advise a client about electricity supply,
charges, and financial assistance if they
are a resident of a residential park.
Appendix D. Residential aged care
facilities and retirement villages
Advise a client about electricity bills
and financial assistance if they live
in residential aged care facilities and
retirement villages.
Note on terminology
People experiencing energy hardship are ‘clients’, ‘customers’ and ‘consumers’, depending on the context.
Generally in this Guide we use ‘clients’ because it’s the term used by staff at community welfare organisations
– the Guide’s main audience. Amongst energy retailers, however, the term used is ‘customers’; so in certain
contexts we use this term too. Occasionally we also use the term ‘consumer’; for example when talking about
websites that provide ‘consumer’ information about energy efficient appliances.
Some other things are known by more than one name, too. ‘Market contracts’, for example, are known by some
people as ‘negotiated contracts’. Such terminological variations are explained in the Glossary.
3
4
About energy hardship
What is energy hardship?
If someone is experiencing ‘energy hardship’,
it means they are having difficulty paying
their energy bills. The term does not apply if
somebody has forgotten to pay a bill. There
is no fixed dollar-value definition of ‘energy
hardship’. Instead it broadly includes anyone
who is:
having difficulty paying one or two
energy bills due to a sudden change in
circumstances
having difficulty meeting their energy
payments on an ongoing basis
cutting back on food, medicine or other
essentials just so they can pay their energy
bills
at risk of being disconnected or has been
disconnected.
Of course, many people who are having
difficulties paying their energy bills may also
be experiencing financial hardship generally.
What are the consequences
of energy hardship?
Why some people find it difficult
to ask for assistance
If people can’t afford to make their energy
Many people struggling to pay their bills are
payments, their bills will add up and their
simply not aware that help is available. Many
level of debt will mount. They may face late
do not know that if they are experiencing
payment fees too. Energy debt, like credit
a financial crisis they can be assessed for
card debt, can quickly spiral out of control,
emergency assistance or that they can ask
especially for large households.
their energy retailer if they can pay their
bills in installments and so on. People in
If the debt continues, people may eventually
paid employment are less likely than those
be faced with having their energy supply
receiving government assistance to be aware
disconnected.
of the options for support and assistance.
Who is experiencing
energy hardship?
Even when people are aware that help is
Nearly everyone finds it difficult to pay
admit they are having trouble with their
an energy bill at some point in their lives.
payments.
available, they may feel embarrassed to
But some people experience regular or
severe difficulties paying their bills. Due
Many people also tend to put off difficult
to changing economic circumstances, the
situations – ‘until tomorrow’. Despite
types of people who find themselves in
receiving written reminder notices or
this situation are changing too. Increasingly,
warnings of approaching disconnection,
it is those with jobs and a mortgage. People
it may not be until they are actually
experiencing energy hardship who come
disconnected that they are shocked
to you for help may therefore be from a
into action.
wide range of backgrounds.
5
6
Some people just feel overwhelmed by the
Customer assistance measures
increasing level of debt on their energy
In response to increases in electricity prices,
account. This can lead to a sense of
the NSW Government has boosted funding
helplessness: “I can’t find my way out of
for measures which provide ongoing
this problem.” And for those who have
financial support for customers to stay
never sought help before, coming to you
connected to essential energy services. The
for assistance may feel awkward.
Government is also engaged in a range of
education and outreach activities targeting
What’s the NSW Government
doing to help?
both those working in the community, such
as yourselves, and the general public.
The NSW Government has a strong
consumer protection framework to ensure
The NSW Government has introduced the
that residents of NSW have safe, reliable
$200 per year NSW Low Income Household
and affordable access to electricity and gas
Rebate and increased the Medical Energy
services. This framework includes measures
Rebate to $200 per year in line with the Low
such as:
Income Household Rebate. These rebates
all households and small businesses
will increase to $215 on 1 July 2012.
having access to electricity and gas
supplied at retail prices approved by
This Energy Assistance Guide is part of the
an independent regulator
NSW Government’s package of measures
customers experiencing financial
and is designed to provide community
difficulties being allowed to pay their
workers and others working in the front
energy bills by instalments
line with a one-stop information shop to
energy retailers having to follow rigorous
help clients. Information resources for the
procedures before they are allowed to
general public include the free call Energy
disconnect a customer.
Information Line (1300 136 888) and the
web portal:
The NSW Government is continually
reviewing and developing its range of
consumer protection measures to help NSW
customers meet the rising costs of energy.
www.cutyourpowerbills.nsw.gov.au
What are retailers doing to help?
In line with these charters, most retailers
The NSW Government requires each energy
have also established ‘hardship programs’
retailer to develop and publish its own
and specialist ‘hardship units’ (separate to
‘customer hardship charter’. These charters,
their billing centres). If a customer is having
available on retailers’ websites, explain how
difficulties making payments, they should
the retailer will help customers who are
always try to resolve the matter first by
having difficulties paying their energy bills.
contacting their retailer. If the matter cannot
The charters explain, for example:
be resolved by the retailer’s call centre, the
the retailer’s procedure for identifying
a customer in hardship
customer may be put through to the retailer’s
hardship unit.
any payment options, government
concession and financial counselling
services available to a customer
in hardship.
7
8
1. Assessing energy hardship
The first step in helping any client is to assess their circumstances
and their needs.
In this section
What kinds of questions could you ask your client?
What’s your assessment?
What other kinds of assistance can you suggest?
9
10
Issues to consider in assessing your client.
These questions are suggestions only. Your organisation may have its own structured
set of questions for clients. If assessing a client for Energy Accounts Payment Assistance
(EAPA), please refer to the process set out in the EAPA Guideline for Community Welfare
Organisations.
Has the client been disconnected?
Has the client been notified that they are at risk of being disconnected?
Has the client contacted their energy retailer to tell them they are having difficulty paying
their bills?
Is this the first time the client has had difficulty paying their energy bill? If so, has the
client tried asking their energy retailer for extra time to pay it?
Does the client often have difficulty paying their energy bills? If so, have they thought
about asking their energy retailer to put them on a payment plan (i.e. payment by
instalments)?
If the client is already on a payment plan, are they managing to keep up with the
payments? Is it a realistic payment plan?
Is the client aware of any government rebates or other kinds of financial assistance (such
as the EAPA scheme) that they might be eligible for? Have they applied for any of these?
Does the client think their bill is unusually large? If so, do they have any ideas why?
Has the client taken any steps to reduce their household’s energy usage? Would they like
advice about this?
Is the client experiencing financial difficulty in other areas? If so, have they thought about
seeing a financial counsellor?
If the client feels that their retailer is not treating them fairly, have they raised the matter
with them? Have they discussed their complaint with EWON, the Energy and Water
Ombudsman NSW?
What’s your assessment?
1
The chart below indicates broadly the ways in which you might need to help your client.
Your organisation may of course have its own procedures. The key point is that the level
and kind of assistance a client needs depends on the urgency of their situation.
VERY URGENT
Your client has already been disconnected
Go to Section 4 of this Guide: Disconnection and reconnection.
Your client is at risk of being disconnected or is having serious
difficulty paying their energy bills
Contact the energy retailer. See Appendix A Useful contact details for contact
details of the retailers.
Tell the retailer that your client is having difficulties paying their bills.
If you are in the process of assessing your client for EAPA vouchers let the
retailer know (with the client’s permission). See Section 6 Getting financial
assistance.
Help your client negotiate with the retailer to (a) set up a long-term payment
plan or (b) sign up for Centrepay. (Your client is eligible for Centrepay only if
they already receive a government benefit or concession.) See Section 5 Finding
easier payment options.
Ask the retailer if there is any other assistance available to your client through
the retailer’s hardship program.
Check if your client is likely to meet the EAPA eligibility criteria. If they are, arrange
for an assessment. See Section 6 Getting financial assistance.
Refer your client to a financial counsellor (see page 54) who can assess their
financial situation thoroughly and offer advice. A financial counsellor can, for
example, help calculate a long-term payment plan that’s affordable.
Use any sections of this Guide relevant to your client’s situation to offer them
suitable advice.
Your client is not likely to be disconnected but still needs help
paying their bills and managing their energy usage
Advise of special payment options. For details, see Section 5 Finding easier
payment options.
LESS URGENT
Advise of rebates that may apply. For details, see Section 6 Getting financial
assistance.
Advise on ways to manage energy use. For details, see Section 8 Reducing energy
costs.
11
12
What other kinds of assistance can you suggest?
People who come to you for help with their energy bills may need help with other things
too, such as financial assistance for food, water, pharmaceuticals and transport or budgeting
or debt assistance. There isn’t space in a guide about energy hardship for all these details but
we hope the listing below will at least enable you to direct people to some helpful services
and useful information resources.
Type of assistance
Where to go for help
Emergency relief
The Federal Government has an
This includes food, transport or chemist
emergency relief program in which
vouchers, part-payment of an outstanding
funding is allocated to participating
account (e.g. rent or utilities), budgeting
community and charitable organisations
assistance and referrals to services that can
to provide to people in financial crisis.
help address underlying causes of financial
Visit the website of the Department of
crisis.
Families, Housing, Community Services
and Indigenous Affairs (FAHCSIA): www.
fahcsia.gov.au/sa/communities/progserv/Pages/
EmergencyReliefProgram.aspx
Financial counselling
The Financial Counsellors’ Association of
Financial counsellors provide information
NSW (FCAN) maintains a list of financial
and tips on managing a budget to clients
counsellors across NSW as well as details on
experiencing financial problems. It is
how to become a financial counsellor. Visit
a free community service provided by
FCAN’s website: www.fcan.com.au
financial counsellors working in non-profit
or phone FCAN on 1300 914 408.
organisations.
Credit and debt
The Consumer Credit Legal Centre (CCLC)
If your client has unpaid bills and is
operates a credit and debt hotline:
contacted by a debt collector.
1800 808 488
The CCLC website also has a range of
useful information for consumers, including
fact sheets in a number of community
languages. Visit the CCLC website:
www.cclcnsw.org.au
Telecommunications
A fact sheet on various programs and
If your client is having difficulty paying
forms of assistance is available from the
phone or internet bills.
Australian Communications and Media
1
Authority’s website:
www.acma.gov.au
13
14
2. Understanding an energy bill
Energy bills contain a lot of detailed information. They may seem
complex but can help people understand how to better manage their
energy use. One of the first things you might need to do with a client
is to help them read and understand their bill and what it says about
their levels and patterns of energy use. So, ask your client to bring a
copy of their latest bill (or bills) when they come to see you.
To explain the main features of energy bills we’ve created a typical
electricity bill and a typical gas bill (on the following pages). Guidance
to a specific retailer’s gas and/or electricity bill is probably available
on their website or you can phone them and ask them to talk you
through your client’s bill.
In this section
A typical electricity bill
A typical gas bill
15
16
A typical electricity bill
Key
1 Amount payable and due date. The total amount currently owing [$494.79] and
the date the payment is due [12 December 2011]. It includes any amounts that were
overdue at the time the bill was printed.
2 Overdue amount. Any money owing from previous bills [$44.58]. This will always
say payable immediately. Even if an overdue amount has already been paid, it may
appear on the current bill if it was paid after the current bill was printed.
3 Customer’s address. This is the current postal address. It may be different from
the premises address.
4 Account summary. This is a breakdown of the amount payable. It includes
adjustments, Goods and Services Tax (GST), rebates, overdue amounts or credits from
previous bills and details of your last account including payments received.
5 Government energy rebate. Any energy rebates from government programs appear
in the breakdown of costs under the account summary.
6 Payment options. This lists the most convenient ways to pay the electricity account.
Other ways to pay are sometimes listed on the back of the bill.
7 Customer number. The unique number used by the retailer to identify the customer.
This is the number to quote when making enquiries.
8 Contact details. The phone numbers and web address of the retailer for enquiries
and information.
9 Customer assistance. Information about how to obtain financial assistance and
government rebates. Centrelink and Energy Accounts Payment Assistance (EAPA)
appear on some accounts under ‘Help with Payment’.
10 Average daily usage. A bar graph showing electricity usage in kilowatt hours (kWh).
This information can be used to compare current usage with usage from previous bills
and track if the consumption is unusually large.
11 Greenhouse gas emissions. A line graph showing the greenhouse gas emissions
attributed to the electricity used.
12 Charges for this bill. A detailed breakdown of the charges for electricity usage,
covering the type of tariff (e.g. peak and off peak times), different meter charges,
rebates, any GreenPower charges (such as “examplegreen 10%”) and GST. (See
Section 3 Common questions about energy bills for more information.)
13 Special note. Outlines any price changes. If there are no price changes this will
not appear on the bill. It is shown on this bill for reference.
ExampleElectricity
TAX INVOICE
ABN XX XXX XXX XXX
please pay
invoice no. 9999999
$494.79
2
1
by 12 December 2011
3
MR & MRS SAMPLE
48 SAMPLE STREET
SAMPLEVILLE NSW 2999
includes $44.58 overdue
payable immediately
customer number
11111-XXX
4
account summary
BALANCE LAST BILL
$44.58
$0.00
$44.58
we received
overdue – payable immediately
THIS ELECTRICITY BILL
5
$450.21
government energy rebates
Total GST payable 10%
7
bill enquiries
13 XX XX
supply interruptions
13 XX YY
8
info online
www.exampleelectricity.com.au
48 Sample Street Sampleville NSW 2999
90 days electricity supply from
13/07/11 to 13/10/11
electricity charges
2
$50.00 CR
$40.93
see back for details »
INVOICE DATE: 14/11/2010
Did you know you can report damaged or
non-operational streetlights online? This
includes streetlights that are operating
during the day. Simply visit:
www.exampleenergy.com.au/streetlight
to report the problem. Alternatively you can
contact us on 13 XX YY. By reporting broken or
faulty streetlights, you are helping to maintain
a streetlighting system that is relible,
energy-efficient and safer for your community.
Any payments made on or after this date
will be shown on your next bill.
ExampleElectricity
please pay $494.79
6
direct debit Call 13 XX XX to
arrange for payments to be made
from your bank, credit union or
building society account.
MR & MRS SAMPLE
customer assistance
9
Bpay Biller Code: xxxxx
Ref: xxxx xx xxxx xx xxxxxx
BPAY* Contact your financial institution to pay
from your cheque, savings or credit card
account. When prompted, enter the reference
number from the BPAY box.
*Minimum transaction of ten (10) dollars.
financial difficulties If you have financial
difficulties, call us on 13 XX XX. You may also
be eligible for EAPA payment assistance
vouchers. These are available from
participating community organisations.
Example Support Helping customers in times
of hardship: call 13 XX XX for assistance.
rebates For information on government energy
rebates: call 13 XX XX
Other ways to pay on the back.
17
18
14 Premises address. The address to which the electricity is being supplied.
15 Premises no. The number allocated to the address to which the electricity is being
supplied.
16 NMI. The National Meter Identifier (NMI) is a unique number assigned to each
customer’s residential address (where the electricity is supplied).
17 Charges & adjustments. Lists the adjustments to the bill including any rebates and
greenpower premiums. If there has been a price change during this billing period it
will also appear here.
18
Next meter reading. The (approximate) scheduled date for the next meter reading.
19 Interpreter services. The number to call for interpreter services.
20 Other ways to pay. Lists the other ways that a customer can pay their electricity
account.
Estimated bills
Sometimes electricity bills need to be estimated. Usually this happens when a meter can’t
be read because it’s locked, hidden, or otherwise inaccessible – even obstructed by an
aggressive family pet. In these circumstances the retailer is allowed to produce an estimate of
the energy used in a quarter and charge the customer accordingly. The customer is sent an
estimated bill now so that they won’t receive a much larger, accumulated bill the next time
the meter can be read.
Estimated bills are governed by regulations which require, among other things, that:
if an estimate is used to calculate an electricity bill, this must be clearly written on the bill
the meter has to be read at least once every six months
e.g. this means when someone who is billed quarterly receives an estimated bill (for a
three-month period) their next bill will have to be based on a meter reading.
e.g. this means when someone who is billed monthly receives five estimated bills (for
a five-month period) their next (sixth) bill will have to be based on a meter reading.
The next time the meter is read the ensuing bill will be adjusted to balance any differences
between estimated usage and actual usage. This means there will be no discrepancies overall
between the amount of electricity the customer uses and the amount of electricity they are
billed for.
If a customer is overcharged on an estimated bill, the retailer must reimburse them. This
reimbursement should automatically be included in the first bill after the next reading. If a
customer is undercharged on an estimated bill, the retailer must seek reimbursement within
12 months. After 12 months, it’s too late for the retailer to recover the amount.
Of course, if a customer believes an estimated bill is not accurate, they can contact the
retailer to discuss it.
ExampleElectricity
Please pay
$494.79
2
By 12 December 2011
Includes $44.58 overdue
Payable immediately
Compare your usage
Your average daily
electrical usage
Tonnes of CO2
greenhouse gas emmissions
produced by your electricity usage
29.16 units (kWh) or
$5.01) per day
Units
10
Same time
last year
Your average usage is up 7.08 units
(kWh) per day from last year.
12
2.61 tonnes per bill
Same time
last year
This bill
11
This bill
Greenhouse gas emissions are up 0.46
tonnes this bill from last year.
electricity charges based on actual reads
13
Special note: not applicable
for 48 Sample Street Sampleville/premises no. 000000/NMI 44444444444
meter number
271132
123456
previous reading
94808
5426
14
this reading
97070
5789
15
units (kWh)
2262.00
363.00
16
charges for this reading
57.00: Residential
57.01: Residential-Controlled Load 1
2262.00
363.00
days
90
90
5700: Service Availability
5701: Service Availability
cents per unit (kWh)
16.330
6.220
cents per day
61.000
5.170
Subtotal
$ amount
369.38
22.58
54.90
4.65
$451.51
Miscellaneous charges and adjustments
17
401: Rebates (Low Income Household Rebate, Life Support Rebate, Medical Energy Rebate)
50.00 CR
15010: examplegreen 10%
$ this bill
7.77
new charges
GST
total new charges including including GST
$409.28
$40.93
$450.21
your next approximate meter reading date is 20/01/2012
Other ways to pay
Bpay Biller Code: xxxxx
Ref: xxxx xx xxxx xx xxxxxx
Interpreter service
18
19
For interpreter service call xxxxx.
Receive, view and pay this bill using internet banking. Contact your
bank/building society/credit union.
20
Save time by having your account paid automatically on the pay by date.
Apply online at www.exampleelectricity.com.au or phone 13 XX XX.
Online: Visit www.exampleenergy.com.au to pay by direct debit or
credit card. We accept Mastercard or Visa.
By Phone: We accept Mastercard or Visa. Call 13XX XX XX
billpay
Billpay Code: xxxxx
Ref: xxxx xx xxxx xx xxxxxx
Phone 13 XX XX or go to postbillpay.com.au to make a payment
using your credit card. Alternatively payments can be made in person
using cash or cheque at any Post Office.
By Mail: Please make you cheque or money order payable to
Example energy. Mail this slip with your payment to: Example Electricity
Locked Bag xxxx Sydney NSW 2010
OVERDUE ACCOUNTS MAY ATTRACT A LATE PAYMENT FEE.
19
20
A typical gas bill
Key
1 Customer’s Address. This is the current postal address. It may be different from
the service address.
2 Customer Service. Phone numbers and web address of the retailer for enquiries and
for use in the event of a fault or emergency.
3 Account Name. The name of the person who holds the account.
4 Service Address. The address of the premises to which the gas is supplied. It may
also be referred to as the Supply Address.
5 Account Summary. This is a breakdown of the amount payable. It includes
adjustments, Goods & Services Tax (GST), overdue amounts (amount carried forward)
or credits from previous bills and details of your last account including payments
received. Note that no government rebates are available for gas accounts. Energy
Accounts Payment Assistance (EAPA) can be applied to gas accounts after assessment.
6 Total Amount Due. The total amount currently owing [$326.74].
7 Account Number. The unique number used to identify the account.
8 Due Date. The date payment is due.
9 Overdue Balance Due Now. Any money owing from previous bills. Even if an
overdue amount has already been paid, it may appear on the current bill if it was paid
after the current bill was printed.
10 Payment Assistance. Information about how to obtain financial assistance.
Centrelink and EAPA appear on some bills under ‘Help with Payment’. Payment
Assistance may also appear at number 27.
11 Date of Issue. The date that the bill was issued.
ExampleGas
TAX INVOICE
invoice no. 9999999
2
ABN XX XXX XXX XXX
2
1
MR & MRS SAMPLE
1 SAMPLE STREET
SAMPLEVILLE NSW 2999
Customer Service
Faults and emergencies
Gas assist
Examplegas shops
1300 xxx xxx
131 xxx
131 xxx
131 xxx
Visit us at www.examplegas.com.au
3
Account Name Mr Bill Sample
Account Number
9999 9999
7
4
Service Address 1 SAMPLE STREET SAMPLEVILLE NSW 2999
Due Date
12 Dec 2011
8
5
Account Summary
Opening Balance
Payment received
Amount Carried Forward
Usage and service charges (see over for details)
Current Charges (including GST of $8.46)
Total Amount Due $326.74
$233.64
$0.00
$233.64
$93.10
Total Amount Due
$326.74
6
10
Overdue Balance Due Now
6
$233.64
9
Payment Assistance - Energy Account Payment Assistance (EAPA) may
be sought from participating welfare organisations. Alternatively please
contact our Customer Service Centre on 1300 xxx xxx
Total amount $326.74 includes overdue amount $233.64 payable now.
Date of issue 14 Nov 2011
11
how to pay your bill-see over
Account Number
9999 9999
7
Due Date
12 Dec 2011
8
Total Amount Due
$326.74
6
21
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12 Account Number. The unique number used by the retailer to identify the customer.
Quote this number when making enquiries.
13 Total Amount Due. The total amount currently owing [$326.74].
14 Supply Period. The period that the current bill covers.
15 Service Address. The address of the premises to which the gas is supplied. It may
also be referred to as the Supply Address.
16 Tariff Description. Gives details of meters and meter readings. Customers may have
a gas meter for their hot water usage and a seperate meter for all other gas usage.
The megajoules (MJ) are the result of the units of gas recorded multiplied by the
Heating Value and the Conversion Factor.
17 Bill Days. The number of days that the bill covers. This number varies, and you should
expect that the usage is higher if this number is higher. Consider this number when
comparing this bill to your other gas bills.
18 DPI. The Delivery Point Identifier (DPI) is a unique number assigned to each premises.
19 Gas Consumption. The total gas usage in megajoules (MJ) for the supply period.
20 Your Gas Usage. A bar graph showing gas usage in megajoules (MJ). This
information can be used to compare current usage with usage from previous bills.
21 Average Cost Per Day. The average cost of the gas the customer uses each day.
22 Average Usage Per Day. The average amount of gas the customer uses each day
measured in megajoules (MJ).
23 Greenhouse Gas Emissions. A graph showing the greenhouse gas emissions
corresponding to the amount of gas used by the customer.
24 Next Scheduled Reading. The (approximate) scheduled date for the next meter
reading.
25 Charges for this bill. A detailed breakdown of the charges for gas usage, covering
the consumption and service charges, any GreenPower charges (such as “Example
green power”) and GST. (See Section 3 Common questions about energy bills for
more information.)
26 Moving Premises. This gives details on what to do and who to contact if you are
relocating to another address.
27 Payment Assistance. Information about how to obtain financial assistance. Payment
Assistance may also appear at number 10.
28 Correspondence. The address and fax number of the retailer for written
correspondence.
29 Payment Options. This lists the most convenient ways to pay the gas account.
ExampleGas
Account Number
xxxx xxxx
12
Total amount due
$326.74
13
2
Page 2 of 2
Usage Details
14
Service address: 1 Sample St SAMPLEVILLE NSW 2999
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Tariff Description
Meter
number
Reading
Type
Bill
Days
Everytime Plus
12345
678901
Actual
91
267.4
Actual
91
326097.8
21
Average cost per day
$1.02
Average usage per day
29.05MJ
Same time last year
19.52MJ
Greenhouse gas
emissions for this bill
0.17 tones
from 2644MJ
Everytime Plus
Miscellaneous Charges and Adjustments
EAPA
$0.00
Example green power
$0.00
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Gas Consumption 2644 MJ @ 1.611c
Service Charge (91 days x 46.20879c)
$42.59
$42.05
Sub Total
GST (10%)
$84.64
$8.46
Usage and Service Charges
$93.10
Current
Reading
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23
DPIxxxxxxxx xxx
Previous
Reading
Units
261.4
6.0
1
38
1.138
260
319601.9 6495.9
1
n/a
0.367
2384
22
Muilt Heating Conversion Megajoules
Value
Factor
Your Gas Usage
Average daily usage
Greenhouse gas emissions
23
19
20
Oct 11
16
Supply Period: 12 Jul 2011 to 13 Oct 2011
Oct 10
15
For information on how to reduce your greenhouse gas emissions visit:
www.greenhousexxxxxgov.au
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27
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Next Scheduled Reading: 20 Jan 2012 to 26 Jan 2012
Moving Premises 1300 xxx xxx
Please call us at least three days prior to vacating your premises, or moving to a
new address, to arrange a final meter reading. This will ensure you are not charged
for gas used after your departure.
Payment Assistance 1300 xxx xxx
If you are having difficulty paying this bill, please call us to find out if you qualify
for any payment plans, relief schemes or government funded concessions.
Correspondence
PO Box xxxx ABCD Sydney NSW 2000, or Fax 1300 xxx xxx
Payment Options
Direct Debit
Save time by having your account paid
automaticaly on the due date. Apply online at
Examplegas at www.examplegas.com.au
or phone 1300 xxx xxx for an application form.
Mail
Send this portion with your cheque
made payable to: Examplegas PO Box
xxxx ABCD Sydney NSW 2000
Bpay
BillerCode: xxxxx
Ref: xxxx xx xxxx xx xxxxxx
Credit Card
visit www.examplegas.com.au
payments or phone 1300 xxx
xxx to pay your bill by Visa or
Mastercard
Ref: xxxx xx xxxx xx xxxxxx
billpay
Post Billpay
Billpay Code: xxxxx
Ref: xxxx xx xxxx xx xxxxxx
Or pay in person at any
Postoffice, phone 131816 or go
to postbillpay.com.au
Interpreter service
For interpreter service call xxxxx.
OVERDUE ACCOUNTS MAY ATTRACT A LATE PAYMENT FEE.
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3. Common questions
about energy bills
This section provides answers to some of the most common questions
your clients may ask you about their energy bills.
In this section
‘Why is my bill higher than usual?’
‘How can I lower my bill?’
‘Where’s my rebate?’
‘Which payment method should I use?’
‘Why am I being charged this fee?’
‘Why does my bill show more than one rate (tariff)
for the energy I use?’
‘What determines the cost of energy?’
‘Why are energy prices increasing?’
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‘Why is my bill higher than usual?’
There are several reasons why your client’s energy bill may be higher than usual. These
questions are suggestions only to encourage discussion with your client:
Has the price of electricity/gas gone up recently?
Has the client, or has anyone else in their household, recently spent more time at home
than usual? (e.g. taken a holiday at home, become unemployed, been ill)
Has the client had extra people staying in their house? (e.g. friends, relatives)
Has there been a significant change in the client’s life, such as a new baby?
Has the client bought any major electrical appliances?
Has the client switched to a renewable energy (‘green’) product with their energy
retailer?
Has the client been heating/cooling the house more than usual?
Has there been a leak in the hot water system?
Has the client had a new electricity/gas meter installed?
Is the latest bill a catch-up bill? (see below)
If the answer to all these questions is ‘No’, it’s worth considering if there may be an error in
the energy bill. Advise your client to check with their retailer.
What’s a catch-up bill?
If your client’s previous bill was an estimated bill, the current bill may be higher than
expected because the estimated bill was too low. In other words, the current bill is making
up for a shortfall in the previous (estimated) bill.
For more on estimated bills, see Section 2 Understanding an energy bill and Glossary.
‘How can I lower my bill?’
For immediate, no-cost ways for your clients to reduce their energy bills, see Section 8
Reducing energy costs.
For longer-term solutions to reducing energy costs, see Section 9 Upgrading to more energy
efficient appliances and technologies.
‘Where’s my rebate?’
If your client is entitled to a rebate but it doesn’t appear on the bill, they should contact
their retailer.
‘Which payment method should I use?’
Retailers usually offer a variety of methods for paying energy bills. For customers on standard
contracts, retailers are not allowed to charge a fee for any payment method. However, for
customers on market contracts, some payment methods may attract a fee (see Section
7 Choosing contracts and retailers). Usually, direct debit does not incur a fee but other
payment methods do.
If your client is on a market contract and wants to change their payment method, they
should talk to their retailer first. Changing the payment method may attract unexpected
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fees. It may also amount to cancellation of the contract in which case there could be an early
termination fee (see Termination fees below).
‘Why am I being charged this fee?’
There is a range of fees and charges that may appear on your clients’ energy bills. Here we
explain two of the more significant ones. In general, you should advise your clients always to
check with their retailer about all fees and charges.
Termination fees
If a customer exits a market contract before the contract is due to expire (e.g. they move
house or decide to change retailer) they may have to pay an early termination fee.
In certain cases the termination fee may be waived at the retailer’s discretion: for example
when a customer moves house but enters a new contract at the new premises with the
same retailer. On some occasions it may also be possible for a retailer to waive a fee in cases
of financial hardship.
Special meter-reading fees
Customers can request an extra meter reading outside the regular three-monthly meterreading schedule. This may happen, for example, when a customer changes retailer and
wishes to transfer to the new retailer immediately – before the next scheduled meter
reading. If the retailer agrees to the immediate transfer, the meter has to be read to
determine the point of switch over to the new retailer.
The network operator incurs the costs of special meter reading and they are passed on
to the customer.
Note that the retailer must inform the customer of the cost of the special meter reading
before the customer agrees to have it done.
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‘Why does my bill show more than one rate (tariff)
for the energy I use?’
Energy usage may be charged at several different rates, or tariffs:
There are fixed and variable charges. The fixed charge relates to the fixed costs
associated with supplying energy, such as the costs of maintaining the poles and wires
for electricity or the pipelines for gas and providing 24hour, 7 day a week emergency
services. The variable (or usage) charges relate to the amount of energy consumed. (For
more information, see What determines the cost of energy? on page 31.)
If there has been a change in the price of energy during the billing period, the bill shows
charges at two different rates: the original rate and the new rate.
There may be special pricing arrangements in place. These include renewable energy
(“green”) tariffs, time-of-use pricing, off-peak hot water tariffs and inclining block tariffs.
Each kind of tariff will appear as a separate line item on the bill. Some of these tariffs are
optional, some are not. All are explained below.
Green or Renewable energy tariffs – for electricity only
GreenPower is a government accreditation program promoting the generation of electricity
from renewable energy. When a customer pays the GreenPower premium, they can choose
to have the equivalent of all, or just a percentage, of their electricity consumption generated
from a renewable source such as wind, biomass, or solar. GreenPower premiums are not
regulated so prices vary and customers can shop around to purchase GreenPower. Some
premiums are based on the customer’s actual consumption (kWh) while others are a fixed
amount based on the average household’s consumption.
Choosing GreenPower is an investment in renewable energy. Renewable energy does
not rely on finite resources such as coal or gas and is not a net source of greenhouse gas
emissions. However, not all renewable generation is considered ‘green’. For example, if the
construction or operation of a hydro-electric dam resulted in environmental or community
damage then it would not pass the required tests for GreenPower accreditation.
If your client thinks they can no longer afford the Greenpower premium, they should
contact their retailer and find out what’s involved if they want to stop paying it. The answer
will depend on the kind of contract they have. With some contracts, being taken off the
Greenpower premium will be straightforward. With others, it will amount to a cancellation
of the contract itself and this may attract an early termination fee. The fee may be waived at
the retailer’s discretion so if your client is experiencing financial hardship they should consult
the retailer. Ultimately, your client will have to weigh the costs of continuing to pay the
Greenpower premium against any costs of cancelling it.
Is it accredited?
Some ‘green’ options are accredited by the government’s GreenPower program,
some are not.
Accredited ‘green’ options do not necessarily appear on a bill as ‘GreenPower’. They may
appear under another name such as ‘PureEnergy’. This is because retailers may re-brand
GreenPower to a name that suits their marketing style.
If your client is unsure whether their ‘green’ option is government-accredited, advise them
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to ask their retailer or check the list of official GreenPower products at:
www.greenpower.gov.au/accredited-products.aspx
For more information on Greenpower premium, visit the GreenPower website at:
www.greenpower.gov.au
Time-of-use tariffs – only for electricity customers with smart meters
Some bills may have several different electricity rates because the customer is on a time-ofuse tariff (sometimes called a time-of-day tariff). This is where the price of electricity varies
depending on what time of day or night you use it. There are usually three different price
periods: peak, shoulder and off-peak. Peak is the most expensive, off-peak is the cheapest.
Retailers set different times for peak, off peak and shoulder periods but generally they are
as follows:
peak
2pm–8pm on weekdays
shoulder
7am–2pm and 8pm–10pm on weekdays; off-peak
7am–10pm on weekends and public holidays
all other times
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The price of electricity is higher in peak times to encourage people to switch their electricity
use to off-peak times: by running appliances like dishwashers or clothes dryers in off-peak
times, they can save money. But it is not always possible for people to do this, especially if
they are at home during the day or have small children.
If your client is on a time-of-use tariff and you think they may be facing higher electricity
bills, advise them to contact their retailer to discuss whether switching to a ‘flat’ rate is
an option for them. This would mean they would pay a flat tariff for their consumption
regardless of the time of the day or night. Customers should speak to their retailer to discuss
options for tariff rates.
Time-of-use can only be captured by specially installed smart meters (sometimes referred
to as ‘interval meters’ or ‘time-of-use meters’). A smart meter measures electricity use in
30-minute blocks (whereas a conventional meter measures electricity use from one meter
inspection to the next). Time-of-use tariffs therefore appear only on the electricity bills of
households that have smart meters. For more information about smart meters, see page 75.
Off-peak hot water tariffs ­– for electricity only
An off-peak hot water system heats water at night or at other times when demand for
electricity is low and stores it for later use. The advantage is that off-peak tariffs are cheaper.
The disadvantage is that once you’ve used up all the stored hot water you have to wait until
the next off-peak period before the water is heated again.
Your client may or may not have access to off-peak hot water. It depends both on their
hot water system (it has to be a certain size) and on their retailer. The hot water system
must have a special metering device attached to it, so its electricity use can be measured
separately and the retailer must have the technical means to monitor it.
If your client does not currently have access to off-peak hot water tariffs and would like
to, they should ask their retailer if they offer this scheme. If your client is living in rental
accommodation, they may also need to seek the permission of their landlord.
Inclining block tariffs (IBTs) – for electricity only
With an IBT a customer’s energy use is split into different blocks and each block has
a different price. The first block (e.g. 0 to 1500 kilowatt hours (kWh)) has the lowest price.
The second block (e.g. 1500–3000 kWh) has a higher price. When the customer has used up
their first block the extra electricity they use is charged at the second block price and so on
with subsequent blocks.
How much is that?
On average, households in NSW use about 7500 kWh of electricity each year.
That’s about 1875 kWh every quarter.
The tariffs for each block are usually calculated for each quarter. This means that even if a
customer’s electricity use is not very high when averaged over a full year, it may nevertheless
be high in one particular quarter. In winter, for example, they may stay home a lot and use
extra heating. For this quarter, then, their bill may include charges both for the first block
and for the second, more expensive block.
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What determines the cost of energy?
The cost of energy is made up of fixed and variable charges. Electricity and gas bills
distinguish between these two types of charges:
The fixed charge (often called the service availability charge or SAC) is for costs
associated with supplying the electricity or gas. These costs include maintenance of
the network (see illustration below) and the provision of 24-hour emergency response
teams. The fixed charge is calculated on a daily basis and ensures that all customers,
regardless of how much energy they use, contribute to the overall cost of maintaining
the network and providing a safe and reliable electricity or gas supply.
The variable charge (often called the usage charge) is for the amount of electricity
a household uses.
The proportion of fixed to variable charges varies for each customer for a number of reasons.
Retailers have some discretion as to the rates that they set and network charges, which
have both a fixed and variable component, will vary depending on region. Bills will also vary
depending on a household’s energy usage. For example, for customers with low usage rates,
who are therefore paying low variable charges, fixed charges are likely to make up a greater
proportion of their overall bill.
Generator
Transmission lines
Distribution lines
Network
Electricity is brought to households through a supply chain that consists of a generator (or
power plant) and a network, as shown in the illustration.
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Gas is brought to households through a similar supply chain. Instead of a network of
transmission and distribution lines, there is a network of gas pipelines. In terms of costs,
however, the effect is similar: there are fixed charges for the network, and variable
charges for usage. Fixed charges typically account for about half of a customer’s gas bill.
Why are energy prices increasing?
Electricity retail prices are rising across Australia because the cost of supplying electricity
to consumers is rising.
IPART has found that for the period July 2011 to June 2012 the major contributors to price
increases are network charges and the Commonwealth’s Renewable Energy Target.
From 1 July 2011, prices for customers on standard contracts (set by IPART, see the box
below) rose by an average of:
$230 per year (17.9%) for EnergyAustralia* residential customers
$216 per year (15.5%) for Integral Energy* residential customers
$316 per year (18.1%) for Country Energy* residential customers.
Regulated prices rise on July 1 each year. Standard retailers are required to publish price
changes before they take effect.
For customers on market contracts, the annual price rises will be determined by the terms
and conditions of their contract. In some instances changes in the prices of market contracts
may be related to increases in regulated prices set by IPART.
There are more than 1 million natural gas connections in NSW. IPART agrees pricing
arrangements with each of the standard gas retailers in NSW and includes network charges
set by the Australian Energy Regulator (AER) in those prices. Gas prices have been released
by IPART for 2010 to 2013. Over the three years to 2013, prices are expected to increase
between 12-17% depending on where customers live. The majority of NSW gas customers
are in AGL’s retail supply area (see page 100). From 1 July 2011, prices for AGL’s small retail
customers rise by an average of 4%.
* On 1 March 2011, TRUenergy bought EnergyAustralia and Origin Energy bought both Integral Energy and Country
Energy. The new owners continue to use existing brand names.
3
More information
For more detailed questions and answers about energy price increases, visit
www.energy.nsw.gov.au
Who sets the price?
Retail energy prices for households on standard contracts are set by the Independent
Pricing and Regulatory Tribunal (IPART).
Charges for upkeep of the network are set by the Australian Energy Regulator (AER)
– for all households whether on standard or market contracts. The retail prices set by
IPART have to include these fixed charges.
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4. Disconnection & reconnection
One of the main objectives of this Guide is to help people in hardship
avoid being disconnected. Energy is an essential service and
disconnection is the last alternative so it’s important to know what
the rules for disconnection are. If a client has been disconnected, it’s
important to know what’s involved in getting them reconnected.
In this section
What are the rules for disconnection?
How does a client get reconnected?
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36
What are the rules for disconnection?
There are strict rules about the circumstances in which a retailer is allowed to disconnect
a customer’s energy supply.
Before a retailer may disconnect a customer
Before a retailer may disconnect a customer for not paying a bill, there are two things they
are required by law to do:
The retailer must send the customer two written notices (issued at least one week apart)
over the course of a year before they can be disconnected and which:
- warn of the retailer’s intention to disconnect the customer
- offer the customer the option to enter into a payment plan (see page 43) if experiencing financial difficulty as an alternative to being disconnected.
Make ‘reasonable attempts’ to contact the customer by phone or in person – either
before or after the notices are sent to let the customer know of their intention to
disconnect the customer and to offer assistance. If unable to contact the customer during
business hours, the retailer must attempt to contact them outside business hours.
What’s the law?
The laws on disconnection and payment plans prior to disconnection are set out in clauses
13A, 15 and 16 and Schedules 1, 2 and 3 of the Electricity Supply (General) Regulation
2001 and clauses 11, 13A, 14 and 15 and Schedule 1 of the Gas Supply (Natural Gas
Retail Competition) Regulation 2001.
Energy without an account
If someone moves into new premises and the electricity and/or gas supply is still
connected, they will be able to use it without having an account. But they can only do this
temporarily. Usually the retailer will contact them with the offer of a contract and if the
customer doesn’t sign the contract within one month the retailer may initiate proceedings
A retailer may disconnect a customer if
the customer does not contact the retailer to arrange payment of an overdue amount
the customer does not contact the retailer to let them know, for example, that they
have made a payment or have made an Energy Accounts Payment Assistance (EAPA)
appointment
the customer has entered a payment plan but then misses a payment or doesn’t keep up
with payment arrangements (this can happen up to two times before a retailer is allowed
to disconnect them)
the customer has not paid or made arrangements to pay a security deposit
the customer has not opened an account (see page 36: Energy without an account)
the connection is unsafe
it has not been possible to enter the customer’s property to read the meter.
4
A retailer may not disconnect a customer if
it’s a Friday, Saturday or Sunday, a public holiday, the day before a public holiday, or after
3pm on any day
the customer notifies the retailer that they have booked an appointment with a
community welfare organisation (CWO) to discuss EAPA
the customer refers a complaint to the Energy & Water Ombudsman NSW (EWON) before
the date of disconnection. In this case, the retailer must allow three business days to
elapse after the date of referral (in the case of electricity) or until the date the matter
is determined by EWON (in the case of gas) before continuing with the disconnection
procedure and in either case must not disconnect if directed by EWON before the
disconnection date
the customer, or someone in their house, is using a life support machine that requires
electricity and the retailer is aware of it (i.e. it is noted in their account details)
the retailer has not made ‘reasonable attempts’ to notify the customer that they are
intending to disconnect them (see page 36: Before a retailer may disconnect a customer)
the retailer has not given the customer the option of entering into a payment plan –
twice in the last year – as an alternative to being disconnected (see page 36: Before a
retailer may disconnect a customer)
the retailer has not advised the customer that government-funded assistance is available
(such as EAPA).
37
Meter reading: 90,287 kWh
38
How do I get reconnected?
If your client has been disconnected, they should contact their energy retailer immediately
and negotiate the conditions for reconnection. Generally this will involve paying something
towards their account immediately or agreeing to a payment plan. The payment plan
will have to clear any outstanding debt over an agreed time period as well as ensure that
ongoing energy costs can be met.
Negotiating a suitable payment plan may prove difficult for your client and you may need
to assist them. Some retailers may not be as flexible as others. There is a risk that your client
will agree to a payment plan that they cannot actually afford. If your client is not able to
negotiate a realistic payment plan, advise them to get help from EWON – see Appendix A
Useful contact details.
4
A customer who has been disconnected can also ask to be assessed for EAPA vouchers
provided they satisfy the other requirements for EAPA (see EAPA Guideline for Community
Welfare Organisations which are issued to all participating CWOs). EAPA vouchers can be
used only for the usage component of an energy bill, such as fixed and variable charges and
related Goods & Services Tax (GST) - see page 31 for more information. They cannot be used
for the non-usage component, such as reconnection fees.
If your client is able to negotiate a payment plan with their retailer before 3pm on a
weekday, generally they will be reconnected the same day. If they negotiate reconnection
after 3pm, they will probably not be reconnected until the following business day – or if
they do ask to be reconnected on the same day, they may be charged an ‘after hours’ fee.
Reconnection fees
When a customer is reconnected they may be charged a fee that covers the costs of both
disconnection and reconnection. This can include both the physical costs of reconnecting
them to the network and the retailer’s administrative charges.
If the retailer or network operator has disconnected your client by mistake, or without
taking reasonable steps to contact them, then your client should not be charged
a reconnection fee.
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5. Finding easier payment options
If your client is having trouble paying their energy bills, they may
be able to get help from special payment schemes offered through
energy retailers.
In this section
Energy retailer payment options
Centrepay (administered by Centrelink)
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Energy retailer payment options
Retailers have payment options for customers experiencing
difficulty with their bills. These options may include:
extensions of time
late payment fee waivers
long-term payment plans.
Encourage your client to contact their energy retailer
and ask about these and any other payment schemes they
may have. If appropriate, phone the retailer on your
client’s behalf (with your client’s permission).
Extensions of time
If your client needs extra time to pay their bill, they should contact their retailer and work out
a suitable arrangement. This might include finding other sources of assistance temporarily.
For example, your client might be able to make an initial payment using EAPA vouchers
(see page 48).
Late payment fee waivers
For electricity customers on standard contracts (i.e. regulated prices), late payment fees
must be waived if:
the customer is receiving the Low Income Household Rebate
the retailer has given the customer an extension of time (which is still current)
the customer has made a billing-related complaint to EWON or another external dispute
resolution body and the complaint is still unresolved
the customer is on a payment plan (which is still current)
the customer has sought assistance from a CWO and notified their retailer of this
the customer has paid some or all of a bill with an EAPA voucher
it has been decided by EWON that the fee should be waived.
For gas customers on standard contracts late payment fees must be waived if:
the customer has paid some or all of a bill with an EAPA voucher
the customer has contacted the retailer before the due date in relation to a billing
complaint and the complaint is unresolved
the customer is on a payment plan (which is still current)
the customer is a hardship customer.
For gas and electricity customers on market contracts, the retailer decides whether to
waive a late payment fee. Retailers make these decisions on a case-by-case basis.
Long-term payment plans
All energy retailers are required, as part of their Customer Hardship Charter, to offer
payment plans to customers experiencing financial difficulties. Payment plans allow
customers to pay their account in regular small instalments over an agreed period rather
than as a large lump sum every three months. The dollar-value and frequency of instalments
depend on the retailer and on the customer’s circumstances.
Who is eligible?
Any residential customer experiencing financial difficulties may apply. Eligibility, however,
is determined by the retailer.
How to apply?
Customers need to contact their energy retailer and ask to speak to someone about
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a payment plan. Retailers’ phone numbers are listed in Appendix B Useful contact details or
you or they can phone the Energy Information Line on 1300 136 888 for the latest retailer
contact information.
Customer hardship units and hardship programs
If your client is experiencing significant and/or long-term difficulty in paying their
energy bills, the retailer’s customer service staff may refer them to a specialist customer
hardship unit. Retailers usually have a specialist customer hardship unit that manages its
hardship program. Someone in this unit will be able to explain the options for people in
longer-term hardship.
No resolution?
If the retailer refuses to put your client on a payment plan or a hardship program, and if your
client feels they have a legitimate case, encourage them to contact EWON. If appropriate,
phone EWON on their behalf. See Section 10 Disputes and complaints for details.
Customer hardship charters
All energy retailers are required by the NSW Government to have their own customer
hardship charter. These charters set out how retailers agree to assist customers
experiencing financial difficulties. To get a copy of the charter, just phone the retailer
or visit their website.
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Centrepay (administered by Centrelink)
If your client receives payments from Centrelink, they can also use a free service known
as Centrepay to make regular, automatic payments towards their energy bills. Centrepay
works by deducting an agreed amount from the customer’s regular Centrelink payment
and transferring money directly into their energy account. The customer decides the
amount when they apply for Centrepay (although there is usually a set minimum of
about $5 per week).
Centrepay is accepted by all energy retailers in NSW.
Who is eligible?
Anyone who receives a regular pension or income support payment from Centrelink.
How to apply?
Most retailers can register customers with Centrepay themselves. Eligible customers just need
to phone and ask.
Otherwise, eligible customers need to fill in a Centrepay Deductions form (shown opposite)
and send it to Centrelink by fax or post. They can either phone Centrelink for a copy of the
form or download it from the Centrelink website at:
www.centrelink.gov.au/internet/internet.nsf/services/centrepay.htm
Alternatively, customers can do it all online (i.e. apply for Centrepay and manage their
deductions) using Centrelink’s online services at:
www.centrelink.gov.au/internet/internet.nsf/online_services/index.htm
More information
For more details about Centrepay visit:
www.centrelink.gov.au/internet/internet.nsf/services/centrepay.htm
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6. Getting financial assistance
Several programs exist to help people in difficult circumstances
cover the costs of their energy use. There are various government
rebates for people on a pension or with certain medical conditions
or a Centrelink Health Care Card. There is also the Energy Accounts
Payment Assistance scheme (EAPA) for people facing a crisis or
emergency. For people who are experiencing financial problems and
want help budgeting for their energy expenses there are free financial
counselling services available. Your client may be eligible for one or
more of these financial assistance schemes.
In this section
The NSW Low Income Household Rebate (replaced the Energy Rebate from 1July 2011)
The NSW Life Support Rebate
The NSW Medical Energy Rebate
Emergency assistance: the NSW EAPA scheme
Financial counselling
Summary: Who may be eligible for what
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The NSW Low Income Household Rebate
(replaced the NSW Energy Rebate on 1 July 2011)
The Low Income Household Rebate is intended to assist eligible customers, including eligible
pensioners and recipients of Health Care Cards issued by Centrelink as a result of receiving
an income support payment from the Commonwealth, to meet the costs of electricity and
gas. It is worth $200 per year (as at July 2011) and is credited to the customer’s electricity bill
in quarterly amounts every three months.
The rebate will increase to $215 per year on 1 July 2012. It is additional to any other rebate
your client may be entitled to.
Who is eligible?
To be eligible, your client must be the account holder and must hold one of the
following cards:
Pensioner Concession Card issued by Centrelink or by the Commonwealth Department
of Veterans’ Affairs
Gold Card issued by the Commonwealth Department of Veterans’ Affairs, marked with
any of the following:
War Widow or War Widower Pension
Totally and Permanently Incapacitated (TPI)
Disability Pension (EDA)
Health Care Card issued by Centrelink as a result of receiving an income support
payment from the Commonwealth Government.
How to apply?
To apply, eligible clients should contact their energy retailer. They need to provide the retailer
with their concession card number.
More information
phone: Energy Information Line on 1300 136 888
visit: our website at www.energy.nsw.gov.au/customers/rebates
The NSW Life Support Rebate
This rebate is for people who use certain approved energy intensive medical equipment in
their home that is necessary to sustain their life, such as home dialysis or a ventilator.
The Life Support Rebate is paid to eligible customers at different rates that are based on the
amount of electricity used by different types of approved machines. A corresponding amount
is credited to the customer’s electricity bill every quarter.
The Life Support Rebate is additional to any other rebate your client may be entitled to.
Who is eligible?
To be eligible, the customer – or someone else in their household – must be using one of
the following life support machines at home:
Equipment
Examples
Average daily usage cost
Positive airways pressure
Continuous Positive Airways Pressure
$0.16
(PAP) device
(CPAP)
$0.32 for 24-hour usage
Bilevel or Variable Positive Airways
Pressure (BiPAP or V-Pap)
Enteral feeding pump
Kangaroo Pump
$0.20
Companion-Abbott
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Flexiflow patrol pump
Phototherapy equipment
Blue light therapy
$1.66
Home dialysis
Haemodialysis or Peritoneal automated
$0.69
cycler machines (e.g. Fresenius, Gambro,
Baxter)
Ventilators
LTV series, Breas, PLV-100
$1.66
Iron Lung
Oxygen concentrators
Devilbiss
$0.83
$1.40 for 24-hour usage
Total parenteral nutrition
Volumatic pump
(TPN) pump
Flowguard pump
External heart pump
Left Ventricular Assist Device
$0.38
$0.05
Important!
Disconnection cannot take place while the customer, or someone in their house, is using a
life support machine that requires electricity and the retailer is aware of it (i.e. it is noted in
their account details).
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How to apply?
To apply, the account holder and the person with the condition need to complete an
application form, have it signed by their doctor or specialist, and return it to their energy
retailer. A new application needs to be submitted every 24 months.
The application form is available from energy retailers, as well as from the Division of
Resources & Energy website.
More information
phone: Energy Information Line on 1300 136 888
visit: our website at www.energy.nsw.gov.au/customers/rebates
NSW Medical Energy Rebate
This rebate is to assist people who are diagnosed with an inability to self-regulate body
temperature. This means they have little capacity to control their body temperature in
particularly hot or cold weather. This is associated with conditions such as Parkinson’s
disease, multiple sclerosis and spinal cord injury. The most effective way to keep the
body temperature within a safe range during hot or cold weather, therefore, is to use air
conditioning and heating.
The Medical Energy Rebate is worth $200 per year (as at July 2011), and is credited to the
customer’s electricity bill in quarterly amounts every three months.
The rebate will increase to $215 per year on 1 July 2012. It is additional to any other rebate
your client may be entitled to.
Who is eligible?
To be eligible, your client has to meet two criteria:
The account holder, or somebody residing with the account holder, must have an inability
to self-regulate body temperature. As evidence of their condition, they need a form to be
signed by a doctor who has been treating them for at least three months,
and
The account holder must have one of the following concession cards:
Pensioner Concession Card issued by either Centrelink or the Commonwealth
Department of Veterans’ Affairs
Department of Veterans’ Affairs Gold Card
Health Care Card issued by Centrelink as a result of receiving an income support
payment from the Commonwealth Government.
How to apply?
To apply, eligible customers need to complete an application form, have it signed by their
doctor, and return it to their energy retailer.
The application form is available from energy retailers, as well as from our website at:
www.energy.nsw.gov.au/customers/rebates
More information
phone: Energy Information Line on 1300 136 888
visit: our website at www.energy.nsw.gov.au/customers/rebates
Emergency assistance: the NSW EAPA scheme
The EAPA scheme helps people experiencing difficulty paying their energy bill because they
are facing a crisis or an emergency. It is designed to keep people connected to essential
energy services and is not intended as income support or as an ongoing form of assistance.
EAPA operates through a voucher payment system. Vouchers are issued to eligible clients
by community welfare organisations participating in the EAPA scheme (see below, Who is
registered to issue EAPA vouchers?) and must be issued in accordance with the EAPA
Guideline for Community Welfare Organisations (CWOs). These Guidelines explain, amongst
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other things, how often vouchers may be issued to a client and what the maximum dollarvalue amount of vouchers that can be issued is.
It is the responsibility of CWOs participating in the EAPA scheme to familiarise themselves
with the most recent EAPA Guideline for CWOs and to ensure that clients are assessed in
accordance with the Guideline. All CWOs registered with the scheme should have a copy of
the EAPA Guideline for CWOs. If not, contact the Division of Resources & Energy, NSW Trade
& Investment for a replacement copy on 1300 136 888.
The EAPA scheme is administered by the Division of Resources & Energy, NSW Trade
and Investment and funded by the NSW Government. The Division allocates vouches to
participating CWOs to issue to eligible clients.
Who is registered to issue EAPA vouchers?
Many charities and local community and neighbourhood centres across NSW are
registered participants in the EAPA scheme. For a complete list, visit:
www.energy.nsw.gov.au/customers/help or phone the Energy Information Line on
1300 136 888.
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What can EAPA vouchers be used for?
EAPA vouchers can be used to pay for fixed and variable charges relating to (natural) gas or
electricity usage, energy availability (e.g. the Service Availability Charge - see page 31) and
related Goods and Services Tax (GST). These are measured in cents per kilowatt hours (kWh)
for electricity and cents per megajoule (MJ) for gas.
EAPA vouchers cannot be used to pay for non-usage charges, such as:
disconnection fees
dishonoured bank transaction charges
late payment fees
meter testing fees
reconnection fees
repair or equipment service charges
security deposits
service call charges
special meter reading fees
any other service or product, such as insurance.
EAPA vouchers cannot be used for Liquid Petroleum Gas (LPG).
Using EAPA vouchers to make a payment
To make a payment using EAPA vouchers, your client can either take them to an Australia
Post outlet or post them to the energy retailer directly. The value of the voucher(s) is then
credited towards their energy bill. Please note, however, that not all retailers accept vouchers
through Australia Post, so advise your client to check with their retailer first. The Division of
Resources & Energy provides CWOs participating in the EAPA program with regular updates
on retailer contact details and procedures for accepting vouchers. If you are in any doubt,
please contact the Energy Information Line on 1300 136 888.
Who is eligible?
Any household experiencing difficulty paying an energy bill because of a crisis or emergency
can apply for EAPA vouchers, provided the energy account is in their name. But eligibility for
EAPA vouchers is determined by the CWO in accordance with the EAPA Guideline for CWOs.
The CWO is responsible for assessing a client’s financial situation and determining each case
on its merits. If you have any doubts, please contact the Division of Resources & Energy,
Important!
A customer who has made an appointment with a CWO to discuss EAPA vouchers cannot
in the meantime be disconnected by their energy retailer. However, it is the customer’s
responsibility to inform the retailer that they’ve made this appointment.
How to apply?
First, your client needs to contact an EAPA-participating CWO to make an appointment.
(This CWO may of course be your own.)
Second, they should tell their energy retailer that they have made an appointment. This is
to prevent disconnection in the meantime (see Important! box on page 49 and Section 4
Disconnection and reconnection for further information).
Third, they should take their energy bill to the CWO appointment to show how much is
owing. They should take either the original bill or a duplicate copy of the original bill that
has been issued by the retailer. They should not take a photocopy, a reminder notice or a
disconnection notice. If the CWO decides the client is eligible they will be issued with an
appropriate number of EAPA vouchers.
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More information
read: EAPA Guideline for Community Welfare Organisations
phone:Energy Information Line on 1300 136 888
visit:
our website at www.energy.nsw.gov.au/customers/help
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Financial counselling
Some of your clients may benefit from free, one-to-one assistance from an accredited
financial counsellor. A financial counsellor can assist your client in developing a personal
budget, looking at your client’s income and expenditure and may assist in developing
individual strategies for debt management. These strategies may include budgeting for
household bills, such as electricity and gas, and negotiating payment plans for the repayment
of debts.
Financial counsellors accredited by the Financial Counsellors’ Association of NSW (FCAN)
provide free financial counselling. FCAN counsellors are available at many CWOs. In August
2010, FCAN received additional funding from the NSW Government to train around 80
financial counsellors across the state.
Who is eligible?
Anyone experiencing financial difficulties can apply for assistance.
How to apply?
To apply for assistance, contact FCAN on 1300 914 408 or visit their website at:
www.fcan.com.au. Alternatively, call the Credit and Debt Hotline on 1800 808 488.
Customers may experience a waiting period before they can meet a financial counsellor.
Summary: Who may be eligible for what
NSW Low Income Household An account holder with any of the following:
Rebate
Pensioner Concession Card issued by Centrelink or by
(replaced the Energy Rebate
the Commonwealth Department of Veterans’ Affairs
on 1 July 2010)
Gold Card issued by the Department of Veterans’ Affairs
marked with:
War Widow or War Widower Pension, or
Totally and Permanently Incapacitated (TPI), or
Disability Pension (EDA)
Health Care Card issued by Centrelink as a result
of receiving an income support payment from the
Commonwealth Government.
NSW Life Support Rebate
The account holder or someone residing in the household:
must require the use of approved life support equipment
and
must submit an application form signed by the treating
doctor.
NSW Medical Energy Rebate
The account holder or someone residing in the household:
must have an inability to self-regulate body temperature
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(as evidence, a form signed by a doctor who has been
treating them for at least three months), and
the account holder must have one of the following
concession cards:
Pensioner Concession Card issued by Centrelink or
the Commonwealth Department of Veterans’ Affairs
Department of Veterans‘ Affairs Gold Card
Health Care Card issued by Centrelink as a result
of receiving an income support payment from
the Commonwealth Government.
Emergency assistance
Any electricity or gas (not LPG) account holder who is
through the Energy
experiencing difficulty paying their energy bill because of
Accounts Payment
a crisis or emergency. Eligibility is subject to assessment
Assistance scheme (EAPA)
by the CWO in accordance with the EAPA Guideline for
Community Welfare Organisations.
Free financial counselling
Anyone experiencing financial difficulties.
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7. Choosing contracts and retailers
In NSW, consumers have the freedom to shop around for the best
available energy deal. This means they can, within limits, choose
the energy retailer they want and select the energy contract that
best suits them. While this freedom brings obvious advantages,
it also introduces potential pitfalls. This section explains the
advantages and disadvantages of changing contracts and retailers,
so that you will be able to offer helpful advice to your clients.
In this section
Contracts
Retailers
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Contracts
To be supplied with energy, every household must
be on a contract with an energy retailer. There
are two kinds of contract: a standard contract
(sometimes referred to as a standard form
contract or a regulated contract) and a market
contract (sometimes referred to as a negotiated
contract). Market contracts remain in force for
a set period of time and the customer may have
to pay a penalty if they break the contract while
it is in force.
Consumers are free to move between a standard
contract and market contract. They may be
looking for cheaper prices, better services or both.
However, standard contracts are offered only by
standard retailers (see Appendix B Standard retailers in NSW) whereas market contracts are
offered by all retailers.
Standard contracts
On a standard contract, the price of electricity or gas is set by the Independent Pricing and
Regulatory Tribunal (IPART). There are also minimum terms and conditions (designed to
protect consumers), which are governed by NSW energy laws.
Customers can obtain a copy of the standard contract from their retailer at no charge – see
Appendix A Useful contact details.
The ‘green’ energy option
NSW electricity retailers are required to offer new customers (on standard or market
contracts) the option to have some or all of their electricity supplied from accredited
renewable energy sources, usually called ‘GreenPower’.
In most cases, this ‘green’ energy component is charged at a premium over and above
the cost of the standard electricity supply. Also, cancellation fees may apply if a customer
decides to end the ‘green’ energy option.
Importantly, the ‘green’ energy option is completely voluntary. You should advise your
clients that they are not obliged to take up the offer.
Market contracts
Market contracts are packages or special deals that can differ from standard contracts
in several ways. One of the key differences is pricing. The price for energy supplied under
a market contract is not set by IPART. Instead, it is set by agreement between the customer
and the retailer (or their salesperson or marketer) before the contract commences. The
customer must provide their consent.
Other differences might include the method of payment, the length of the contract
(market contracts typically run for two to three years), the fees and charges and other
terms and conditions.
Importantly, all market contracts must have the same minimum terms and conditions
as standard contracts (as outlined in NSW energy laws). However, over and above these
minimum requirements, the goods and services supplied under a market contract are
subject to terms and conditions set by the retailer. It is therefore critical that consumers
read and understand these terms and conditions.
Market contracts are offered by all retailers but not necessarily to consumers in all areas
of the State.
Read the contract carefully before signing
If your client is considering entering into a market contract you should urge them not to
agree to anything until they have carefully read and understood the contract’s terms and
conditions. For advice about any aspect of the contract suggest that they first contact the
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retailer (or the retailer’s representative) for assistance. Then, if this doesn’t yield a satisfactory
answer suggest that they seek independent advice.
If your client does decide to sign up to a market contract the retailer will issue them with
a copy of the agreement and its terms and conditions. You may want to remind your client
to keep the contract in a safe and accessible place in case they need to refer to it in future.
Things to be aware of
Here are some specific contractual matters that you should draw your client’s attention to.
Changeover date. The customer should check whether the prices or terms and conditions
start on the day the agreement is made. Some market contract conditions, including the
price, might not take effect until after the next scheduled quarterly meter reading (which
could be up to 90 days away.) Until that time, the customer must pay for the energy they
use in accordance with their previous contract.
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Billing frequency. How often will the bill be sent out (e.g. every month, every quarter,
once a year)?
Invoicing method. Will the retailer issue bills electronically or in paper format?
Payment methods. How will the retailer accept payment (e.g. direct debit, post office,
BPay, credit card, Centrepay)?
Fees and charges. What are all the possible fees and charges? For example:
a special meter reading fee to start the contract
a monthly fee if the customer doesn’t want to pay by direct debit or wishes to receive
paper bills
an early termination fee if the customer cancels the contract early
late payment fees
a disconnection fee if the customer closes an account
network operator costs – fees and charges for work undertaken by network operators
(e.g. a meter reading) may be passed on to the customer via the energy retailer.
Energy retailers collect the fees and charges for their own costs plus those for the network
operators. This is because it is the retailers who issue the bills. So even if an energy bill
doesn’t contain any fees or charges from the energy retailer it may still contain fees or
charges passed on from the network operator. Be sure to advise your clients to ask their
retailers about all possible fees and charges, including charges passed on from network
operators.
Rebates. Has the retailer (or the retailer’s representative) included details of any rebates to
which the customer is entitled in the account?
What if I change my mind?
Having agreed to a market contract, a customer may later change their mind and decide not
to go ahead. It’s easier if they make this decision sooner – within the cooling-off period –
rather than later.
Within the cooling-off period. The first 10 business days after a customer has signed a
new contract is known as the cooling-off period. It is a period in which a customer is allowed
to withdraw from a new contract without incurring any charges or fees. But to withdraw,
the customer must notify the retailer in writing or over the phone.
After the cooling-off period. If a customer decides to withdraw from a new contract after
the first 10 business days (and before the end of the contract’s term), they may be required
to pay an early termination fee. This is explained in the contract itself.
The security deposit
Whether signing up to a standard contract or a market contract, the customer may be
required to pay a security deposit.
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If your client is in financial hardship and cannot afford the security deposit, advise them to
contact their retailer and ask if it can be waived. Retailers are required to waive the security
deposit for any customer who agrees to enter into a payment plan (including Centrepay).
For all other customers, the decision of whether to waive the security deposit lies with the
retailer. But if the customer is receiving EAPA vouchers, energy rebates or any other form
of assistance this may add weight to their request.
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Energy Retailers
There is a range of energy retailers selling electricity and gas in NSW. All retailers, however,
and any agents acting on their behalf are legally obliged to comply with Australian
Consumer Law and the Energy Marketing Code of Conduct, which is approved by the NSW
Government (copies are available from our website at www.dtiris.nsw.gov.au/__data/assets/
pdf_file/0010/369298/marketing-code-of-conduct-electricity-gas.pdf).
Standard retailers (offering standard and market contracts)
Standard electricity retailers are trading under the names below:
EnergyAustralia*
Integral Energy*
Country Energy*
Standard gas retailers are trading under the names below:
AGL
Country Energy*
Origin Energy
ActewAGL
Other retailers (offering only market contracts)
The other electricity retailers in NSW are:
ActewAGL Retail
AGL Sales
Australian Power and Gas
Lumo Energy
Momentum Energy
Origin Energy Electricity
Powerdirect
Red Energy
Sanctuary Energy
TRUenergy
The other gas retailers in NSW are:
ActewAGL Retail
AGL Retail Energy
AGL Sales (Queensland)
Australian Power and Gas
EnergyAustralia
Origin Energy LPG
TRUenergy
The above list is correct at the time of writing but is subject to change. As explained earlier
under the Contracts section the standard retailers can offer both standard contracts and
market contracts, whereas the other retailers can offer market contracts only.
* On 1 March 2011, TRUenergy bought EnergyAustralia and Origin Energy bought both Integral Energy and
Country Energy. The new owners continue to use existing brand names.
Licensed retailers
A list of all licensed retailers servicing NSW (at time of writing) is given in Appendix A
Useful contact details.
This list is updated regularly on the IPART website:
www.myenergyoffers.nsw.gov.au/useful-information/energy-retailers.aspx
For the areas of NSW served by the standard retailers, see Appendix B Standard retailers
in NSW. Other retailers operate in these areas too, but offer market contracts only.
Shopping around
If your client is thinking of changing to another retailer, encourage them to shop around
and do their homework before making a decision. Information about retailers is available
from their websites, shops (if available) or by phone. There are other websites which allow
consumers to compare electricity and gas prices between certain retailers.
Price comparison service
An energy price comparison service is available for customers to compare energy offers
online or over the phone to find the best available deal for their circumstances. The
online service is operated by the Independent Pricing and Regulatory Tribunal (IPART)
and is available at www.myenergyoffers.nsw.gov.au. A telephone service is also available
by calling the Energy Information Line on 1300 136 888 (select Option Two). To access
available energy offers customers provide their postcode and details from their recent
energy bill.
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website: www.myenergyoffers.nsw.gov.au
Phone support: 1300 136 888
Making the move
To sign up with a new energy retailer, a customer simply has to phone them. (Some retailers
also offer sign-up facilities on the internet.) The customer will be asked to provide:
information from their current electricity or gas bill
their National Metering Identifier number (for electricity) or their Delivery Point Identifier
(for gas) – these are clearly marked on customers’ bills (see item 16 on page 19 and item
18 on page 23 respectively)
written consent to proceed with the transfer of their account.
The new retailer then arranges to have the customer’s energy account transferred from their
previous retailer.
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8. Reducing energy costs
The best way to keep household energy costs down is to carefully
manage energy use. The obvious way to do this is to reduce the
amount of energy used. In addition, some households may be able
to reduce costs by taking advantage of time-of-use pricing, which
involves shifting energy use away from peak periods. This is possible
with off-peak hot water systems and smart meters.
In this section
Energy use in the typical home
How to reduce energy use
The NSW Home Power Savings Program
How to shift energy use away from peak periods
Where to go for more energy-saving ideas
The information in this section was accurate at the time of writing, but is subject to change.
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Energy use in the typical home
Before suggesting to your clients how they can reduce their energy costs, it’s helpful to
give them an idea of what they are spending their money on now. Below, as a guide, is a
breakdown of the average annual energy use of a typical three person household in western
Sydney:
An example of annual electricity consumption
in a typical three person household in Western Sydney
Other 6.8%
Computing 2.9%
TV & entertainment 9.5 %
Hot water 31.0%
Cooking 5.6%
Clothes dryer 1.8%
Washing machine 2.8%
Dishwasher 3.9%
Lighting 6.8%
Heating 11.9%
Cooling 3.4%
Refrigeration 13.7%
Source: Savepower website, Office of Environment & Heritage, www.climatechange.gov.au/what-you-need-toknow/buildings/publications/energy-use.aspx, accessed 4 October 2011.
How much energy do households use?
Each year the average NSW household uses about:
7,500 kilowatt hours (kWh) of electricity, and
23 gigajoules (GJ) of gas.
Organise an ‘energy audit’
Some energy retailers will send someone to your home to conduct an energy audit – i.e. to
point out ways to reduce your energy costs. Other retailers offer an energy audit by phone.
Encourage your client to contact their retailer to find out if one of these services is available.
A free home power assesment is also offered to eligible households by the NSW
Government – see the NSW Home Power Savings Program on page 72.
How to reduce energy use
This section describes some simple, immediate and low-cost or no-cost ways to reduce the
amount of energy a household uses.
1. Water heating
Water heating accounts for about one third of a household’s total energy use – the single
biggest energy user in the home. This means an obvious place to start saving money is by
using less hot water.
Take shorter showers. The shorter the shower, the less hot water you use. A short
shower also uses around half the hot water of a bath.
Fit a ‘low-flow’ showerhead. This uses about one third of the water that a
conventional showerhead uses.
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Fix leaking hot water taps. A dripping hot water tap can waste the equivalent of up to
10 bathtubs of water a month.
When using a washing machine, use cold water, only wash when you have a full load
and use the suds-saving function. This reduces energy use by up to 90%.`
When using a dishwasher, rinse dishes in cold water before stacking the dishwasher,
only wash when you have a full load and, whenever possible, use the ‘economy’ setting.
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2. Heating and cooling the home
One of the next biggest uses of energy comes from heating the house in winter and cooling
it in summer. Typically these activities account for about one quarter of the annual
energy bill.
Staying warm in winter
Only heat the rooms you are using. Shutting the doors of unused rooms can halve
heating costs.
Don’t leave the heating on overnight or when you are out of the house.
Don’t overheat the home. In winter the optimum temperature for your home is 180C
to 200C. For every degree above 200C your energy bill could increase by 15%.
Insulate your home and shut out draughts. This can be as simple as closing windows,
blinds and curtains and sealing gaps under doors (use a door snake). Up to 30% of heat
is lost through uncovered windows. Draughts can increase heating costs by up to 25%.
Keep warm using old-fashioned, energy-free alternatives. Wear warm clothes, use
a blanket on the lounge, put an extra doona on the bed. ,
Did you know?
You can save up to $40 a year just by keeping the curtains closed when the heater
is on.
A portable heater can add almost $300 to a winter household electricity bill.
Although they are cheap to buy, portable heaters are generally expensive to run.
Natural gas heaters and reverse-cycle air-conditioners (in heating mode) are cheaper
to run but cost a lot more to buy and install.
Keeping cool in summer
Shade external windows. You can use awnings or (external) blinds on the outside,
and curtains or (internal) blinds on the inside.
Take advantage of natural air flows. Open doors and windows that encourage cool
cross-ventilating breezes. (On very hot days with no cooling breeze, keep windows and
doors closed until the evening when the temperature has started to drop.)
Use fans instead of an air conditioner. Fans are the most energy efficient form of
cooling as well as the cheapest to buy and run. A fan costs only one cent/hour to run
compared to 22 to 30 cents/hour for most air conditioners.
Only cool the main room(s)you are using. Shut the doors of other rooms and don’t
cool hallways or bathrooms.
Don’t over-cool the house. In summer the optimum temperature for your home
is 230C to 260C.
Energy star rating
When buying an appliance, look at its
energy use rating. The more stars it has,
the more energy efficient it is.
(See page 81 for details.)
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Did you know?
An average household can spend up to $500 on air conditioning over summer.
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3. Kitchen and cooking appliances
The next place you can make big savings is in the kitchen. Ovens, stoves, fridges and other
appliances involved in storing, preparing and cooking food account for about one sixth of
a household’s energy use.
Did you know?
Fan-forced ovens are up to 25%, and microwave ovens up to 70%, more energy
efficient than conventional convection ovens.
Use microwaves, electric frying pans and pressure cookers instead of ovens. Up
to 90% of the energy used by an oven is wasted.
Always place lids on pots and simmer instead of boil. You can also use steamers
and pot dividers to cook all your vegetables at once rather than using several pots at
a time.
Thaw frozen foods fully before cooking to save time and energy.
Keep the oven door completely closed until the food is cooked. Resist opening the oven
door while baking. A fan forced oven uses less energy than a conventional oven and
baking time is substantially reduced.
Boil the minimum amount of water needed to cook your food.
Use your jug or kettle to boil water, rather than the stove.
Refrigeration
Keeping food and drink cold is essential, but there may be more cost effective ways to do
it. For example, some people have a second fridge that they don’t really need and newer
fridges are far more energy efficient than old fridges.
Place your fridge in a cool spot, out of the sunlight and away from the oven.
Leave enough space around it for ventilation (the optimum space is recommended
by the manufacturer).
Put cool things back in the fridge immediately after use.
Thaw frozen foods before cooking. This reduces the time it takes to cook them.
Do you need that second fridge? It’s better to put everything in one fridge and turn
the other one off. Running a second fridge adds an extra $210 a year to the average
energy bill. If you have a second fridge but use it only a few times a year, turn it on only
when you need it. Even by turning a second fridge off for 6 months (during the cooler
months), you can save $105 a year.
The Fridge Buyback program
A smart way to dispose of a second fridge is through the Fridge Buyback program. This
is a free collection service that will take away an old second fridge (provided it still works)
and pay $35 for it (subject to certain conditions).
The service provides regular collection runs to selected areas of Metropolitan Sydney, the
Illawarra, the Shoalhaven, the Central Coast, Newcastle, Maitland, Lake Macquarie and the
Blue Mountains. It is likely to be extended in the future.
Who is eligible?
To be eligible, your fridge must be:
a working second fridge that has been in regular use
250 litres (8.83 cubic feet) or more in size
at least 10 years old.
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More information
Call 1800 708 401 visit www.fridgebuyback.com.au to check if the program is available in
your area.
4. Other appliances
Don’t leave appliances on standby; switch them off at the power point. Up to
20% of the running costs of appliances can be consumed in standby mode.
Turn off the screen when you shut down your computer.
Dry clothes outside on the line or indoors on a clothes horse. It costs about $72 a
year to dry clothes in a dryer.
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5. Lighting
Switch off lights when you are not using them.
Install energy efficient light bulbs. Compact Fluorescent Lamps (CFLs) or halogen light
bulbs use much less electricity than the older, incandescent light bulbs. CFLs are 80%
cheaper to run and can last up to 10 times longer.
Did you know?
Many people think that turning lights on and off for a short time (e.g. while they leave
a room for a few minutes) will use more energy than leaving them on. This is not true.
It is better to turn them off and on again.
A single CFL can save you up to $10 a year.
The NSW Home Power Savings Program
This free NSW Government program helps eligible households reduce their energy
use by up to 20%. The program is available to 220,000 households across NSW until
30 June 2013.
Every eligible household that joins the program receives a free:
home power assessment from an energy expert
Power Savings Kit to kick-start savings
personal Power Savings Action Plan.
The Power Savings Kit includes: a stand-by saver power board, four energy-efficient light
bulbs, a water efficient showerhead, a tap aerator, a shower timer, draught-proofing strips
for around the door and two door snakes. Most of these items are installed by the energy
expert during the home assessment, so savings can be made right away.
Who is eligible?
To be eligible for the program, your client must:
live in NSW
contribute to the energy bills for the property
be a recognised energy utility hardship customer, social housing resident or have one of
the following:
Centrelink Pensioner Concession Card
Centrelink Low Income Health Care Card
Department of Veterans’ Affairs Pensioner Concession Card
Department of Veterans’ Affairs Repatriation Health Care Card (Gold or White).
The program is open to owner-occupiers as well as to tenants who rent privately or live in
community or public housing.
How to take part?
To take part in the program eligible households should call 1300 662 416 to make an
appointment for a home power assessment.
To find out how your organisation can work with the NSW Office of Environment and
Heritage to help promote the program, contact the Home Power Savings Program
Stakeholder Manager on (02) 9995 5479 or email [email protected]
Please visit www.savepower.nsw.gov.au for more detailed information on the program.
More information
phone:To make an appointment for a home power assessment: 1300 662 416
visit:
the NSW Government’s ‘Save Power’ website: www.savepower.nsw.gov.au
The Home Power Savings Program is available to most
Pensioner Concession and Veterans’ Affairs card holders.
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* Savings based on a typical eligible household, use of all kit items and following your Action Plan.
savepower.nsw.gov.au
To help promote the program
phone: 02 9995 5479
email:[email protected]
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How to shift energy use away from peak periods
Some households are able to take advantage of time-of-use pricing (sometimes called timeof-day pricing). This is where the cost of energy varies depending on what time of day or
night you use it. There are usually three different cost periods: peak, shoulder and off-peak.
Peak is the most expensive, off-peak is the cheapest. Households can save a lot of money
by shifting their energy use as much as possible to the shoulder and off-peak periods – and
avoiding the peak periods.
There are two situations in which a household has access to some form of time-of-use
pricing:
if an off-peak hot water system is installed
if a smart meter is installed.
Off-peak hot water systems
Households with off-peak hot water systems save money because their water is heated in
the off-peak period, when the price of energy is cheaper.
Whether or not your client has access to off-peak hot water depends both on the kind of
hot water system they have and on their retailer. The hot water system must have a special
metering device attached to it so its electricity use can be measured separately and the
retailer must have the facilities to monitor it.
If your client does not currently have access to off-peak hot water and would like to, they
should contact their retailer and ask if it’s possible.
When are the different
cost periods?
It varies depending on which retailer your
client is with, but roughly the three cost
periods are as follows:
Peak: 2pm-8pm on weekdays
Shoulder: 7am-2pm and 8pm10pm on weekdays; 7am-10pm on
weekends and public holidays
Off-peak: all other times
Smart meters
A smart meter measures electricity use in
30-minute blocks (whereas a conventional
meter measures electricity use from one
meter inspection to the next). Smart meters
therefore make time-of-use pricing possible.
But unlike off-peak hot water systems, smart
meters do not control when electricity is
used; they simply measure when it is used.
If your client has a smart meter installed
and is on time-of-use pricing, it’s very
important to make them aware that their
energy costs could go up or down: it
depends on when they choose to use
One example of a smart meter
electricity. They can save money if they
shift their energy use from peak periods to shoulder and/or off-peak periods, for example
by running the dishwasher, washing machine or clothes dryer outside peak times. The more
they shift, the more they can save.
Many households may find it difficult to do this, however. A family that has three young
children who need to be fed, bathed and in bed by 8pm, for example, cannot avoid using
a lot of energy in the peak evening period.
If your client has a smart meter and is on time-of-use pricing and finds their energy bills are
increasing suggest that they speak to their retailer to see if there is an option to go back to a
standard (flat) rate.
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Who has a smart meter?
To date there ave been around 300,000 smart meters installed in homes in the
EnergyAustralia network area. Around 50,000 new smart meters are planned for the
Smart Grid Smart City project.
Smart meters are installed at the discretion of the network operator.
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Where to go for more energy-saving ideas
Information is available on how to reduce energy use – in magazines, newspapers and
books, on the radio and television and on numerous websites. Here are some suggestions:
NSW Government’s Save Power campaign
The NSW Government has developed a website as
part of its Save Power energy efficiency education
campaign. The site provides information on how
people can reduce their power use, save money
on electricity bills and reduce their impact on the
environment.
Visit: www.savepower.nsw.gov.au
The site also provides information on the rebates
available from the Commonwealth Government to
help people replace their electric hot water system
with a solar or heat pump hot water system.
Energy retailers
Most retailers publish useful information about
how to use energy more efficiently. Encourage
your clients to pick up their brochures or visit their
websites.
Cut Power Bills Website
The ‘Cut Your Power Bills’ website at www.cutyourpowerbills.nsw.gov.au is a new initiative
of the NSW Government’s. This website details a wide range of practical advice and support
available to reduce energy bills. It also provides links to advice on choosing energy deals that
best suit customers’ needs and information on how to access financial support and rebates,
as well as links to energy saver websites. Customers can also call the Energy Information
Line on 1300 136 888 if they prefer to speak to a person rather than access information
online.
For interpreting services call the Translation and Interpreting Service on 131 450 and ask an
interpreter to call the Energy Information Line. For TTY (text phone) services direct to the
Energy Information Line customers can call 1300 603 845 - this number is dedicated for the
hearing impaired only, no voice calls.
If you are deaf, or have a hearing impairment or speech impairment, you can contact the
Energy Information Line through the National Relay Service (NRS):
TTY users phone 133 677 then ask for 1300 136 888
Speak and Listen users phone 1300 555 727 then ask for 1300 136 888
Internet relay users connect to the NRS at www.iprelay.com.au/call/index.aspx then ask for 1300 136 888.
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9. Upgrading to more energy efficient
appliances and technologies
The previous section explained how a household can reduce the
amount of energy it uses by adopting simple, immediate and lowcost
or no-cost measures. This section explains how a household can
further reduce its energy use by upgrading to more energy efficient
appliances and technologies – anything from an energy-efficient
fridge to a solar hot water system.
Upgrading of course costs money, which means that many of your
clients may not be in a position to think about this step yet. However,
there are several schemes that offer rebates and loans to help finance
such upgrades, so it may be something your clients want to start
thinking about for the longer term.
In this section
Renewable energy schemes (Commonwealth Government)
No Interest Loan Schemes (community)
Buying energy-efficient appliances
Information in this section was correct at the time of writing, but schemes and programs are
subject to change.
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Renewable energy schemes
(Commonwealth Government)
The Commonwealth Government runs a range of schemes to help consumers adopt energysaving measures.
Households across Australia that install a small scale renewable energy system or eligible
hot water system may be able to receive a benefit under the Small-scale Renewable Energy
Scheme (SRES) to help with the purchase cost.
The Commonwealth Government administers credits and offers through renewable energy
certificates. These certificates reduce the upfront costs of purchasing solar panels.
Information on this and other schemes is available at the LivingGreener website at
www.livinggreener.gov.au. This website also provides advice and suggestions for saving
energy and water as well as for reducing waste.
More information
phone: 1800 808 571
visit: www.climatechange.gov.au/government/programs-and-rebates
No Interest Loan Scheme (community)
The No Interest Loan Scheme (NILS®)* is run by a number of community groups, such
as charities and neighbourhood centres, to help low income households buy essential
household services and goods, including whitegoods and medical appliances. Often the need
for a new appliance is urgent, such as an old machine breaking down or when establishing a
new household.
NILS loans are used to buy new appliances, avoiding the trap of maintaining an unreliable
second-hand appliance. A typical NILS loan is around $800 to $1,200 and it usually has to be
repaid over 12 to 18 months. All NILS providers are accredited according to standards set by
the Good Shepherd Youth and Family Service.
NILS loans are available for
White goods – fridges, washing machines
Essential electrical goods
Furniture
Approved medical equipment
Other approved purposes.
* The NILS® trademark is registered to Good Shepherd Youth and Family Service (No. 766 836).
More information
Phone: 1800 509 994
visit: www.nilsnsw.org.au
Buying energy-efficient appliances
On the whole, newer domestic appliances are likely to be more energy efficient than older
ones. This is because the technology has improved and minimum energy efficiency standards
are often mandated. But if your client is considering upgrading to more energy-efficient
appliances, there are a few things they should be aware of.
Many domestic appliances – refrigerators, freezers, air conditioners, TVs, dishwashers,
washing machines and clothes dryers – are now
required to display an ‘Energy Rating’ label (see below).
The more stars, the more energy efficient the appliance
is. This is the first thing consumers should check.
The second thing to check is the number shown on the
bottom half of the label. In our example, the number
is 584. That means 584 kilowatt hours per year. This
is how much energy the appliance will consume every
year, based on an average level of use. The lower the
number, the cheaper the appliance is to run.
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More information
The following website allows consumers to search for
energy-efficient appliances and compare running costs:
www.energyrating.gov.au
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Energy-efficient fridges
Old fridges are one of the biggest energy users in the home, consuming up to three times
the energy of new fridges. A fridge more than 15 years old, for instance, can increase
your energy bill by as much as $200 per year. So if you have an old fridge, think about
replacing it.
When buying a new fridge or freezer, remember that it operates most efficiently when it is
filled to the correct capacity. So choose one that’s the right size for your needs. (The most
energy-efficient temperature for a fridge is 3oC to 4oC. For a freezer it’s -18oC to -15oC,
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10. Disputes & complaints
Clients may come to you for advice when they are experiencing
difficulties with their retailer or when they are considering making
a complaint against them.
In this section
Common problems
Resolving disputes
Making complaints
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Common problems
The most common types of disputes and complaints between customers and energy retailers
are to do with:
disputed accounts or high bills
debts, arrears
disconnection
connection or transfer issues
market contracts
false or misleading marketing.
Resolving disputes
Customers should always try to resolve matters with their retailer first before seeking outside
assistance as all retailers have internal dispute resolution policies. Step by step, here’s how a
typical dispute resolution process may unfold.
The customer should contact their retailer and:
explain the specific problem as well as some of the background or history
ask how the retailer can help and what the retailer intends to do
write down the name of the person they spoke to, the date and time of the call and
what was discussed.
If the person they are speaking to can’t help, the customer can ask to speak to a
supervisor or manager and/or to the retailer’s Customer Hardship Unit and:
discuss any options available, including those from the retailer’s hardship program
write down the name of the person they spoke to, the date and time of the call and
what was discussed.
If the customer is still not happy, they should explain that their next step will be to
take the matter to the Energy & Water Ombudsman NSW (EWON) for external dispute
resolution.
The customer should then contact EWON (see page 87).
If your client has made all reasonable efforts to contact their retailer by telephone or other
means but has not been able to get through they may contact EWON directly. EWON may
then put them in contact with a manager or hardship program representative at the retailer
concerned to allow the retailer to resolve the dispute in the first instance.
If a matter is complicated and not urgent, you might suggest to your client that they write
a letter to the person in charge of dealing with their complaint (either at the retailer or at
EWON, or both if necessary). Remind your client to keep copies of any letters they send.
Making complaints
As with disputes, your client should first make any complaint against a retailer to the retailer
itself. If your client has pursued all available options with their retailer and is still not satisfied,
and if you cannot offer them any further help, then they (or you on their behalf) should seek
assistance from EWON (see How can EWON help? box below).
How can EWON help?
EWON can help resolve most energy disputes. But it cannot resolve:
complaints about price increases
disputes between tenants and landlords.
With price increases, EWON can only check that prices have been applied correctly. The
prices themselves (for households on standard contracts) are set and reviewed by IPART.
For disputes between tenants and landlords, your client should contact NSW Fair Trading
on 13 32 20 or the local Tenants’ Advice and Advocacy Service. Both services are free.
About EWON
EWON is an independent body that provides free services and assistance to energy
customers. Amongst other things, it can help resolve disputes between customers and
retailers. EWON can help with:
disputes relating to opening or closing an energy account
disputes over bills
negotiating a realistic payment plan or extended payment terms with the retailer for
unpaid bills
requesting a hold on an impending disconnection while the customer applies for
assistance such as a realistic payment plan or emergency assistance such as Energy
Accounts Payment Assistance or EAPA (see Section 6 Getting financial assistance) or, in
some cases, while a dispute or complaint is being investigated by EWON (see Section 10
Disputes and complaints)
checking that a retailer has followed the disconnection rules if a customer has been
disconnected and negotiating reconnection based on a payment plan appropriate to the
customer’s capacity to pay, level of arrears and energy needs
problems with reconnection
problems with changing contracts and/or retailers.
More information
For useful information and complaint forms, visit the EWON website at www.ewon.com.au
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Glossary
account summary
An overview of the consumer’s current financial position
(appears on energy bill)
with their energy retailer. It typically includes a summary
of money owing, amounts overdue, new charges, credits,
Goods and Services Tax (GST), and the total amount
payable.
AER
See ‘Australian Energy Regulator’.
Australian Energy Regulator (AER)
The AER is the independent national regulator for
energy networks. It sets the amount of money that
all households must pay towards the upkeep of the
electricity and gas networks. These ‘network costs’ are
automatically included in every energy bill.
amount payable & due date
The total amount of money currently owing to an energy
(appears on energy bill)
retailer, including any money that was overdue at the
time the bill was printed, as well as the date the money
is due.
average daily use
This information (usually in the form of a bar graph)
(appears on energy bill)
shows how much energy has been used – in kilowatt
hours (kWh) for electricity and in megajoules (MJ) for
natural gas. It can be used to compare current usage with
usage from previous bills.
Centrepay
A free service offered by Centrelink through which
anyone who receives Centrelink payments can also make
regular, automatic payments toward their energy bill. (See
Section 5 Finding easier payment options.)
CFL
See ‘compact fluorescent lamps’.
charges for this bill
A detailed breakdown of the charges for energy usage,
(appears on energy bill)
including the type of tariff (e.g. peak & off peak times),
different meter charges, rebates, any GreenPower charges
and Goods and Services Tax (GST).
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Community Welfare Organisation
These organisations can provide assistance to people
(CWO)
experiencing energy hardship. Those CWOs that
participate in the Energy Accounts Payment Assistance
(EAPA) scheme can also issue EAPA vouchers.
compact fluorescent lamps (CFL)
A form of lighting that is up to 80% more efficient than
traditional (incandescent) light bulbs
cooling-off period
The first 10 business days after a customer has signed a
new contract with an energy retailer. In this period the
customer is allowed to withdraw from the new contract
without incurring any charges or fees. (See Section 7
Choosing contracts and retailers.)
Customer Hardship Charter
Every energy retailer has its own Customer Hardship
Charter. This sets out how the retailer will help people
who are having difficulties paying their energy bills. Help
may include, for example, flexible payment options and
support through the retailer’s customer hardship unit.
Customer Hardship Unit
Dedicated staff (at an energy retailer) whose job is to help
customers who are having difficulties paying their energy
bills. Most energy retailers have one of these units.
CWO
See ‘Community Welfare Organisation’.
direct debit
An automated method of paying bills. The customer
authorises the energy retailer to automatically
withdraw money from the customer’s bank account
to pay their energy bill.
EAPA
See ‘Energy Accounts Payment Assistance’.
energy
In this Guide, ‘energy’ refers to both electricity and gas.
Energy Accounts Payment
A scheme offered by the NSW Government to help
Assistance (EAPA)
people in a crisis or emergency situation to pay their
energy bill. (See Section 6 Getting financial assistance.)
energy efficiency
Using energy wisely and avoiding energy wastage in order
to achieve ‘more with less’. Being energy efficient saves
money, protects the environment, and increases industry
productivity and competitiveness. There are many energy
efficient practices and products that households can use.
energy hardship
This term applies when someone is having difficulty
paying their energy bills.
energy labelling
All domestic refrigerators and freezers, single-phase air
conditioners, dishwashers, clothes washers and clothes
dryers must be labelled according to their energy use
efficiency. Using more efficient appliances saves money.
(For more information, visit: www.energyrating.gov.au)
energy retailer (or retail supplier)
The company that charges the customer for their
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energy use.
Energy & Water Ombudsman NSW
EWON can help customers with complaints and dispute
(EWON)
resolution in matters to do with electricity, water & gas.
(See Section 10 Disputes & complaints, and visit:
www.ewon.com.au)
estimated bills
If an electricity meter can’t be read because it’s locked,
hidden or otherwise inaccessible the retailer is allowed
to estimate the energy used in a quarter and charge the
customer accordingly. The customer is sent an estimated
bill now so that they won’t receive a much larger,
accumulated bill the next time the meter can be read.
(See Section 2 Understanding an energy bill.)
EWON
See ‘Energy & Water Ombudsman NSW’.
Fridge Buyback Program
This is a free collection service that will take away an old
second fridge (provided it still works) and pay $35 for it
(subject to certain conditions). Call 1800 708 401 or visit
the website at www.fridgebuyback.com.au
generator (electricity)
An industrial facility for producing electricity – also
called a power station or power plant. In NSW
electricity is generated from a wide range of fuel
sources, including black coal, natural gas, coal seam
methane gas and renewable energy sources such as
hydro, wind, biomass and solar.
greenhouse gas emissions
The release of carbon dioxide, methane and other gases
when fossil fuels, such as coal and gas, are burned.
These emissions contribute to global warming.
GreenPower
GreenPower is a government accreditation program
promoting the generation of electricity from renewable
energy. When a customer pays the GreenPower
premium, they can choose to have the equivalent of all,
or just a percentage, of their electricity consumption
generated from a renewable source such as wind,
biomass, or solar. Choosing GreenPower adds a few
extra cents each day to the customer’s electricity bill but
it is an important investment in the renewable energy
sector. However, if your client thinks they can no longer
afford it they should contact their retailer. (See Section 3
Common questions about energy bills.)
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IBT
See ‘inclining block tariff’.
inclining block tariff (IBT)
With an IBT a customer’s energy use is split into different
blocks and each block has a different price. The first block
has the lowest price. The second block has a higher price.
When the customer has used up their first block the
extra electricity they use is charged at the second block
price and so on with subsequent blocks. This creates an
incentive for customers to reduce their energy usage. (See
Section 3 Common questions about energy bills.)
Independent Pricing and Regulatory
The Independent Pricing and Regulatory Tribunal is an
Tribunal (IPART)
independent body that oversees the regulation of water,
gas, electricity and public transport in NSW. It also sets
retail prices for electricity and gas in NSW.
IPART
See ‘Independent Pricing and Regulatory Tribunal’.
kilowatt hour (kWh)
The standard unit for measuring electricity consumption.
1 kWh equals 1000 watt hours.
market contract
One of two kinds of contract between a customer and an
energy retailer; the other is the ‘standard contract’. The
main difference between market contracts and standard
contracts is pricing. The price for energy supplied under
a market contract is not set by IPART but is instead
negotiated between the customer and the retailer. Other
differences may be the method of payment, the length of
the contract, the fees and charges and so on.
Market contracts are essentially ‘package deals’ which
vary between retailers and which may have disadvantages
as well as advantages. For example, a discount on the
price of energy may be offered in exchange for a long
fixed-term contractual commitment. (See Section 7
Choosing contracts and retailers.)
meter
A device used to measure how much electricity or gas
is used.
network
The electricity network is all the power lines and other
infrastructure needed to carry electricity from where
it is generated (the power plant) to where it is used
(homes, shops, offices, factories, etc.). Four stateowned companies are responsible for the electricity
network in NSW.
The gas network is similar to the electricity network but
instead of power lines there are gas pipelines.
network operator
A company responsible for maintaining electricity or
gas networks.
next meter reading
The approximate scheduled date for the next
(appears on energy bill)
meter reading.
NILS
See ‘No Interest Loans Scheme’.
No Interest Loan Scheme (NILS)
NILS, run by certain community groups, helps people
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buy essential household items such as furniture and
whitegoods. (See Section 9 Upgrading to more energy
efficient appliances and technologies and visit:
www.nilsnsw.org.au)
non-standard retailer
A retailer who supplies gas or electricity to customers
under competitive market arrangements. Non-standard
retailers offer market contracts only. (See Section
7 Choosing contracts and retailers and Appendix B
Standard retailers in NSW.)
NSW Home Power Savings Program
A NSW Government program to help eligible households
keep their energy bills down. The program includes a
home energy assessment by an expert who can identify
ways to save power and some free energy-saving
products. (See Section 8 Reducing energy costs.)
NSW Life Support Rebate
A rebate for people who use certain energy-intensive life
support equipment at home. The rate of the rebate varies
depending on the type of life support machine used and
how much energy it uses. (See Section 6 Getting financial
assistance.)
NSW Low Income Household
A rebate for people on various pensions and allowances.
Rebate
This replaced the NSW Energy Rebate in July 2011. (See
Section 6 Getting financial assistance.)
NSW Medical Energy Rebate
A rebate to assist people who are diagnosed with an
inability to self-regulate their body temperature (i.e.
they cannot fully control their body temperature when
exposed to extremes of hot or cold). This condition
may be associated with multiple sclerosis, Parkinson’s
disease and spinal cord injury. (See Section 6 Getting
financial assistance.)
off-peak hot water system
Off-peak hot water systems are metered separately from
other electricity use and require a separate metering
device to be attached to the hot water system.
Electricity is supplied to the hot water system only during
off-peak hours (usually after 10 pm and before 7 am) and
is charged at a lower tariff.
off-peak tariff
For people with time-of-use pricing the off-peak tariff
is the tariff that applies when demand for energy is low
(usually between 10pm and 7am). It is cheaper than
the peak and shoulder tariffs (See pages 29 and 74.)
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overdue amount
Any money owing from previous bills.
(appears on energy bill)
payment options
There is more than one way to pay an energy account.
(appears on energy bill)
Options are usually listed on both the front and the back
of a bill.
payment plans
Payment plans allow customers to pay their energy
account in regular small instalments over an agreed
period rather than as a large lump sum every three
months. All energy retailers are required, as part of their
Customer Hardship Charter, to offer payment plans
to customers experiencing financial difficulties. (See
especially Section 5 Finding easier payment options.)
Customers experiencing financial difficulty may not be
disconnected unless their energy retailer has offered them
two payment plans in writing in the previous 12 months
as an alternative to being disconnected.
peak tariff
For people with time-of-use pricing the peak tariff is
the tariff that applies when demand for energy is high
(usually between 2pm and 8pm on weekdays). It is
more expensive than the off-peak and shoulder tariffs
(See pages 29 and 74.)
Price Comparison Service
An energy price comparison service is available for
customers to compare energy offers online or over
the phone to find the best available deal for their
circumstances. (See page 63.)
rebate
A rebate is an amount paid by way of reduction, return,
or refund on what has already been paid or contributed.
SAC
See ‘Service Availability Charge’.
Save Power Campaign
The NSW Government’s energy efficiency campaign
to help households, businesses and public facilities
save power and reduce carbon emissions. (For more
information, visit: www.savepower.nsw.gov.au or see
Section 8 Reducing energy costs.)
Service Availability Charge (SAC)
A fixed daily charge that reflects the cost of providing
(also known as the Service Access
electricity and gas to customers’ homes. All customers
Charge or Service Charge)
pay the charge regardless of how much energy they use.
(See Section 3 Common questions about energy bills
and Appendix C Residential parks for residential park
residents.)
shoulder tariff
For people with time-of-use pricing the shoulder tariff
G
is the tariff that applies between the peak and off-peak
times (usually between 8pm and 10pm and between
7am and 2pm on weekdays and between 7am and
10pm on weekends). It is more expensive than the offpeak tariff but cheaper than the peak tariff. (See pages
29 and 74.)
small customer
Any household or business that uses less than 160
megawatt hours (MWh) of electricity per year or less
than 1 terajoule (1000 megajoules) of gas. An average
household uses around 7,500 kilowatt hours (equivalent
to 7.5 MWh) of electricity a year.
smart meter
Smart meters measure electricity use in 30-minute
intervals (unlike conventional meters that measure
electricity use cumulatively over three months). Smart
meters therefore make time-of-use pricing possible.
But unlike off-peak hot water systems, smart meters
do not control electricity use, they simply measure it.
(See Section 8 Reducing energy costs.)
standard contract
One of two kinds of contract between a customer and
an energy retailer; the other is the ‘market contract’.
Standard contracts are offered only by standard retailers
(see Appendix B Standard retailers in NSW). Under a
standard contract the terms and conditions are regulated
by government and the prices are regulated by the
Independent Pricing and Regulatory Tribunal (IPART).
standard retailer
A retailer who supplies gas or electricity to customers
under regulated terms and conditions. See Section
7 Choosing contracts and retailers and Appendix B
Standard retailers in NSW to find the standard retailer in
your area.
tariff
Energy usage on bills may be charged at several different
rates, or tariffs. Different tarriffs include renewable energy
tariffs, time-of-use pricing, off-peak hot water tariffs,
and inclining block tariffs. Each kind of tariff appears as
a separate line item on an energy bill.
time-of-use tariff
A charge for electricity use that varies depending on
(also known as time-of-day tariff)
the time of day. The day is divided into peak, shoulder
and off-peak periods. Time-of-use pricing provides an
incentive for customers to use certain appliances in the
shoulder and off-peak periods when the demand is
lower and electricity is cheaper. This is only available to
customers who have a smart meter installed. (See Section
8 Reducing energy costs.)
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96
Appendix A. Useful contact details
Electricity retailers
Retailer
Website
Phone number
ActewAGL Retail
www.actewagl.com.au
131 293
AGL Sales
www.agl.com.au
131 245
Australian Power & Gas
www.australianpowerandgas.com.au
133 298
Country Energy
www.countryenergy.com.au
132 356
EnergyAustralia
www.energyaustralia.com.au
131 535
Integral Energy Australia
www.integral.com.au
131 002
Lumo Energy
www.lumoenergy.com.au
1300 115 866
Momentum Energy
www.momentum.com.au
1800 794 824
Origin Energy Electricity
www.originenergy.com.au
132 463
Powerdirect
www.powerdirect.com.au
1300 307 966
then press 1
Red Energy
www.redenergy.com.au
131 806
Sanctuary Energy
www.sanctuaryenergy.com.au
1800 109 099
TRUenergy
www.truenergy.com.au
1800 558 643
This list is correct at the time of writing, but is subject to change. The list is kept up-to-date at:
www.myenergyoffers.nsw.gov.au/useful-information/energy-retailers.aspx
Gas retailers
Retailer
Website
Phone number
ActewAGL Retail
www.actewagl.com.au
131 493
AGL Retail Energy
www.agl.com.au
131 245
AGL Sales (Queensland)
www.agl.com.au
131 245
Australian Power & Gas
www.australianpowerandgas.com.au
133 298
Country Energy
www.countryenergy.com.au
1800 651 705
EnergyAustralia
www.energyaustralia.com.au
1300 723 492
Origin Energy LPG
www.originenergy.com.au
1800 626 320
TRUenergy
www.truenergy.com.au
1800 558 643
This list is correct at the time of writing, but is subject to change. The list is kept up-to-date at:
www.myenergyoffers.nsw.gov.au/useful-information/energy-retailers.aspx
Appendix
A
EWON (Energy & Water Ombudsman NSW)
Office hours are 9am–5pm, Monday to Friday
freecall: 1800 246 545*
freefax: 1800 812 291
freepost:Reply Paid K1343
Haymarket NSW 1239
email: [email protected]
web: www.ewon.com.au
interpreter services: 131 450
national relay service: 133 677
*Calls from mobile phones may attract a fee, which will vary depending on the service provider.
If calling from a mobile phone, let EWON know and they will call back.
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98
Appendix B. Standard retailers in NSW
Standard electricity retailers
The standard electricity retailers in NSW are trading under the names below. The following
tables show the local government areas (LGAs) they cover. (This is sourced from the
Independant Pricing and Regulatory Tribunal (IPART) website. However, check with your
standard retailer because LGAs may change over time. Also, some LGAs overlap and you
may be on a boundary.)
Country Energy*
Albury
Armidale Dumaresq
Ballina
Balranald
Barraba
Bathurst
Bega Valley
Bellingen
Berrigan
Bingara
Bland
Blayney
Bogan
Bombala
Boorowa
Bourke
Brewarrina
Broken Hill
Byron
Cabonne
Carrathool
Central Darling
Cobar
Coffs Harbour
Conargo (part)
Coolah
Coolamon
Cooma-Monaro
Coonabarabran
Coonamble
Cootamundra
Copmanhurst
Corowa
Cowra
Crookwell
Culcairn
Deniliquin
Dubbo
Dungog
Eurobodalla
Evans
Forbes
Gilgandra
Glen Innes
Gloucester
Goulburn
Grafton
Great Lakes
Greater Taree
Griffith
Gundagai
Gunnedah
Gunning
Guyra
Harden
Hastings
Hay
Holbrook
Hume
Inverell
Jerilderie
Junee
Kempsey
Leeton
Lismore
Lockhart
Maclean
Manilla
Merriwa (part)
Moree Plains
Mudgee
Mulwaree
Murray
Murrumbidgee
Murrurundi
Nambucca
Narrabri
Narrandera
Narromine
Nundle
Oberon
Orange
Parkes
Parry
Pristine Waters
Queanbeyan
Quirindi
Richmond Valley
Severn
Snowy River
Tallaganda
Tamworth
Temora
Tenterfield
Tumbarumba
Tumut
Tweed
Uralla
Urana
Wagga Wagga
Wakool (part)
Walcha
Walgett
Kyogle
Lachlan
Warren
Weddin
Wellington
Wentworth
Yallaroi
Yarrowlumla
Yass
Young
Unincorporated area
Appendix
B
EnergyAustralia*
Ashfield
Hurstville
Muswellbrook
Strathfield
Auburn
Kogarah
Newcastle
Sutherland
Bankstown
Ku-ring-gai
North Sydney
Sydney
Botany
Lake Macquarie
Pittwater
Warringah
Burwood
Lane Cove
Port Stephens
Waverley
Canterbury
Leichhardt
Randwick
Willoughby
Cessnock
Maitland
Rockdale
Woollahra
Canada Bay
Manly
Ryde
Wyong
Gosford
Marrickville
Scone
Hornsby
Merriwa (part)
Singleton
Hunters Hill
Mosman
South Sydney
Baulkham Hills
Fairfield
Liverpool
Shoalhaven
Blacktown
Greater Lithgow
Parramatta
Wingecarribee
BlueMountains
Hawkesbury
Penrith
Wollondilly
Camden
Holroyd
Rylstone
Wollongong
Campbelltown
Kiama
Shellharbour
Integral Energy*
* On 1 March 2011, TRUenergy bought EnergyAustralia and Origin Energy bought both Integral Energy and
Country Energy. The new owners continue to use existing brand names.
99
Appendix
100
B
Standard gas retailers
The standard gas retailers in NSW are trading under the names below. The following tables
show the local government areas (LGAs) they cover. (This is sourced from the Independant
Pricing and Regulatory Tribunal (IPART) website. However, check with your standard retailer
because LGAs may change over time. Also, some LGAs overlap and you may be on a
boundary.)
ActewAGL Retail
Boorowa
Queanbeyan
Yarrowlumla
Young
Greater Argyle
Shoalhaven
Yass Valley
Ashfield
Drummoyne
Leeton
Port Stephens
Auburn
Dubbo
Leichhardt
Randwick
Bankstown
Evans
Liverpool
Rockdale
Bathurst
Fairfield
Maitland
Ryde
Baulkham Hills
Forbes
Manly
Shellharbour
Blacktown
Gosford
Marrickville
Singleton
Bland
Greater Lithgow
Mosman
South Sydney
Blayney
Griffith
Mulwaree
Strathfield
Blue Mountains
Hawkesbury
Muswellbrook
Sutherland
Botany
Holroyd
Narrandera
Sydney
Burwood
Hornsby
Narromine
Warringah
Camden
Hunters Hill
Newcastle
Waverley
Campbelltown
Hurstville
North Sydney
Wellington
Canterbury
Junee
Oberon
Willoughby
Cessnock
Kiama
Orange
Wingecaribee
Concord
Kogarah
Parkes
Wollondilly
Coolamon
Ku-ring-gai
Parramatta
Wollongong
Cootamundra
Lake Macquarie
Penrith
Woollahra
Cowra
Lane Cove
Pittwater
Wyong
Bombala
Cooma-Monaro
Holbrook
Tumut
Culcairn
Gundagai
Temora
Wagga Wagga
Albury
Conargo
Deniliquin
Jerilderie
Berrigan
Corowa
Hume
Murray
AGL Retail Energy
Country Energy*
Origin Energy
* On 1 March 2011, TRUenergy bought EnergyAustralia and Origin Energy bought both Integral Energy and
Country Energy. The new owners continue to use existing brand names.
Appendix
Appendix C. Residential parks
C
Most residents of residential parks receive their
electricity supply and bills not directly from
an energy retailer but from their park owner.
Residents are tenants of the park owner, and
the park owner is their landlord. In most cases,
a park owner buys electricity from the retailer
and ‘on-sells’ it to the resident.
There are separate rules for the supply of electricity to park residents. Many of these rules
are contained in the Customer Service Standards for the Supply of Electricity to Permanent
Residents of Residential Parks (Customer Service Standards) which is published by NSW
Fair Trading. Some of these rules are explained below. The Customer Service Standards
are available at http://www.fairtrading.nsw.gov.au/pdfs/Tenants_and_home_owners/
electricitycustomerservstand06.pdf.
Who does this appendix apply to?
To find out your client’s ‘electricity’ status and find out if this section applies to them, you
might consider these questions:
Does the client have their own electricity meter?
Does the client pay the park owner for electricity?
Does the client have a tenancy agreement?
Is the client aware what level of power (amps) is provided to their site?
The information in this appendix applies to everyone living in a residential park unless
otherwise specified except for:
holiday-makers
residents who have their own account directly with an energy retailer
residents without meters.
Residents of residential parks whose electricity supply comes directly through a retailer
have the same rights and responsibilities as someone living in a house. In other words,
although this appendix doesn’t apply to them, the rest of the Guide does.
Electricity prices
Park owners who supply residents with electricity are not allowed to charge more than the
standard (regulated) price charged by the standard electricity retailer for the area.
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102
Disconnection
Park owners have to give 14 days’ written notice of an intent to disconnect a resident and
the reason for disconnection. They are not allowed to disconnect a resident who uses a
life support machine or who has applied for any NSW Government energy rebate. They
must not disconnect a resident after 3.00pm, or at any time on a Friday, weekend or public
holiday or on the day before a public holiday.
Disputes and complaints
Park residents who are billed directly by an energy retailer can contact the Energy & Water
Ombudsman NSW (EWON) for help to resolve a dispute with the retailer.
Park residents who are billed by their park owner should contact:
EWON for disputes concerning their electricity supply arrangement (e.g. insufficient
information in a bill);
NSW Fair Trading for tenancy disputes (e.g. breach of a residential tenancy agreement).
Level of power supply
A park resident’s electricity costs are affected by the level of the electrical current supplied to
their site. (Electrical current is measured in amperes, which are commonly known as amps.)
Higher amps means more power to run appliances (e.g. an air conditioner), but it may also
mean higher costs.
The Customer Service Standards require that the park owner must tell a resident (when their
tenancy begins or beforehand if possible) what level of amps is available at their park site.
Service availability charge
A resident may also be charged a Service Availability Charge (SAC) by the park owner.
This is a charge for supplying the resident with electricity. The Customer Service Standards
require that the SAC is calculated daily and must be no higher than the SAC charged by the
standard retailer for the area. The actual SAC charged to a resident is dependant on the level
of electrical current they are supplied. The charge is calculated using a table in the Customer
Service Standards. A resident receiving less than 20 amps, for example, cannot be charged
more than 20% of the standard retailer’s SAC.
Note that individual sites within the same residential park may have different levels of amps,
and therefore may be charged different SAC rates.
Appendix
Financial assistance
C
Government rebates
Long-term park residents are eligible for the NSW Low Income Household Rebate, the NSW
Life Support Rebate and the NSW Medical Energy Rebate. General information about each
of these rebates can be found in Section 6 Getting financial assistance. Special conditions for
long-term park residents are discussed below.
Applying for a rebate
Long-term park residents who are billed for electricity by their park owner must apply for
rebates to their local standard electricity retailer regardless of who supplies the park. Longterm park residents who are billed by the park owner need to provide a written statement
from the park owner certifying that the applicant is a resident of the residential park.
Customers who are directly billed by a retailer should apply to that retailer.
Payment
A long-term park resident who is eligible for any of these rebates will be paid directly by
the standard electricity retailer for their area (regardless of which retailer actually supplies
the park). Payments are made by cheque or Electronic Funds Transfer (EFT). The annual
rebate amount is paid in instalments – at least once every six months. The rebate amount is
calculated so that the park resident is not disadvantaged by Goods and Services Tax (GST).
Centrepay
A resident billed by their park owner may be eligible to apply for Centrepay but only if the
park owner is registered with Centrelink. If your client is interested in applying for Centrepay,
advise them to discuss the issue with the park owner before making further enquiries.
For more information about Centrepay, see Section 5 Finding easier payment options.
Other payment options
Park residents who receive a bill from the park owner are subject to different payment
options than those who receive a bill from an energy retailer.
If a resident wants to arrange an extension of time or any other payment option, they need
to negotiate directly with the park owner. You might advise them to contact their tenancy
advice service first.
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Residential Aged Care Facilities
Generally electricity in residential aged care facilities and assisted living facilities is supplied
by the landlord and billed through rent and service charges. As the residents don’t receive
a bill from an energy retailer in these cases, there are restrictions on the rebates and
assistance residents are entitled to. Residents should discuss such matters with their landlord.
However, if a resident is supplied by an energy retailer directly, they are eligible to apply
for all the government rebates discussed in the main part of this Guide. Much of the other
advice in the Guide may be helpful to them too.
Retirement Villages
Metering arrangements vary between retirement villages. In some, a direct connection to an
energy retailer is provided. In others, electricity costs are included in the rent. In still others,
the landlord bills the resident directly for electricity.
If a resident receives a bill from an energy retailer, they are eligible to apply for all the
government rebates discussed in the main part of this Guide. In other cases, the residents
should discuss their payment options with the landlord.
Appendix
104
Appendix D. Residential aged care and assisted living
facilities and retirement villages
D
Acknowledgements
Acknowledgements
We gratefully acknowledge the feedback and assistance we received in developing and
reviewing this Guide from the following parties:
Community Welfare Organisations
Consumer groups
Retailers
Other NSW Government agencies
Images and Graphics
We are also grateful to the following organisations for supplying or giving permission for
the use of images and/or graphics in this publication:
Ageing, Disability and Home Care, Department of Family & Community Services NSW
Office of Environment & Heritage NSW
GreenPower
Independent Pricing and Regulatory Tribunal (IPART)
NSW Fair Trading
The provision of feedback, assistance, images or graphics by stakeholders should not be
taken as an endorsement of the entirety of the content of this document.
105
We would like your feedback
Additional copies
This Guide will be updated regularly. We would
To order more copies of this Guide
therefore greatly appreciate any comments or
Please contact:
suggestions you may have as to how it might be
Division of Resources & Energy
improved. Please direct your feedback to:
NSW Trade & Investment
Manager, Funding & Programs
GPO Box 3889
NSW Trade & Investment
SYDNEY NSW 2001
GPO Box 3889
E: [email protected]
SYDNEY NSW 2001
T: 1300 136 888
E: [email protected]
W: www.energy.nsw.gov.au