Understanding Your Bill - common questions
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Payments and refunds
Problems with your bill
- Why is my bill higher than expected?
- Why did I get an estimated bill when I submitted a reading just a few days ago?
- The meter reading on my bill is incorrect. What do I do?
- What about my social welfare or disability allowance?
- Why was I charged a deposit?
- I have a charge on my bill I don't understand
- I closed my account but I am still receiving bills
- I think I'm being charged twice for the same period
- I have not received a bill but a payment was taken out
- What can I do if I'm having problems paying my bill?
- I don’t have enough in my account to cover my direct debit. What can I do?
Billing dates and frequency
Rates and charges
- How do the rates work?
- Why are there two different rates on my bill?
- What is my price per unit for electricity or gas?
- What is the price per unit for day and night rates?
- When do night rates apply?
- What is the PSO levy?
- What are standing charges?
- What is the 'carbon tax'?
- What does 'Domestic Urban' or 'Domestic Rural' mean?
- What are the units on my bill?
- How much VAT am I charged?
- What package or plan am I on?
- What are your standard rates?
- What other charges might I be billed for?
- Customer Notification
Usage and billing method
- How do I know if my bill is estimated or not?
- How do I know if this is a bill for gas or electricity or both?
- Do the bills show meter readings?
- How do I find out how many units of electricity/gas I have used each month?
- What is the Conversion Factor and why does it change?
- Why do you sometimes use estimated meter readings?
- I just submitted a reading because my last bill was incorrect. When will I receive a new bill?
- How much will my next bill be?
- How do I sign up for or cancel eBilling?
- What happens to my prices if I change my payment and/or billing method?
