Energy Bill Dispute & Retailer Complaint

What this document does

• A formal billing dispute to your electricity or gas retailer that invokes the exact billing, back-billing, meter-test, payment-plan and disconnection rules for your state, demands a review and recalculation, freezes any disconnection while the complaint is open, and sets up your energy ombudsman complaint.
• Records the facts that matter on paper: energy retailer, account, fuel, bill date, amount, period and supply address, amount disputed and already paid, what is wrong with the bill.
• Sets a clear deadline and spells out what happens if they ignore it.
• Cites the right Act, regulator and tribunal for your state — all eight states and territories covered.
• You review the draft first; we only send it to the other party on your say-so.

What we'll ask you

Plain-English questions, one at a time. No legal knowledge needed — if you don't know an answer exactly, your best estimate is fine.

1. Who is the retailer? The company name on your bill — e.g. AGL, Origin, EnergyAustralia, Alinta, Red Energy, Ergon, Synergy, Aurora, ActewAGL, Jacana.
2. Tell me what's happened — when the problem started, what the bills looked like before, what changed, and anything the retailer has said or done so far.
3. The bill in dispute: your account number, whether it's electricity or gas (or both), the bill date, the amount, the billing period it covers, and the supply address.
4. How much of this bill do you dispute, and how much have you already paid?
5. What's wrong with it? Say what fits and add a line: bills based on guesses instead of real meter readings; a catch-up bill for months or years of past use; the meter seems faulty or the reading looks impossible; I am on the wrong price plan or am not getting my concession; my solar credits are missing; I was switched to this retailer without agreeing; late fees or other charges I dispute; a disconnection warning; I cannot afford it and need a payment plan.
6. Have you already raised it with the retailer? Dates, how (phone, chat, email), any reference numbers, and what they told you. Say 'not yet' if you haven't.
7. What date does the disconnection notice give, and do you have the notice with you?
8. Does any of these apply to your household?
9. What do you want? For example: the bill reviewed and recalculated on actual reads; the back-bill limited to the lawful period; a meter test; the overcharge refunded; late fees and the disconnection withdrawn; a payment plan you can afford; compensation for a wrongful disconnection.
10. If you want a payment plan, how much could you pay each fortnight?optional
11. What evidence do you have? Previous bills, photos of the meter with the date, the disconnection notice, emails or chat transcripts, concession card, solar system details.optional
12. Do you have the retailer's complaints or customer-service email (it's usually on the bill or their website)? Once you approve the dispute we can send it straight to them.optional
13. The state or territory the matter is in — so the document cites the right Act, regulator and tribunal.
14. Your name and email — so the draft lands in your dashboard and inbox.