Energy bills can be confusing, but finding answers doesn’t have to be.
Our FAQs cover the most common questions about energy so you can stay confident and in control.
1. Check if it’s a winter bill
It’s common for winter bills to be higher because you’re using heating more. See our tips to stop waste, keep comfort, and make your heating work for you on the saving energy page.
2. Check your concessions
Make sure your concessions are still applied. Find out how to claim what’s yours on the concessions page.
3. Check for price changes
Your energy company may have increased prices over the past year. Find ways to get the same energy, smaller bill and the best deal on the cheaper energy plans page.
The Best Offer must appear on your electricity bill at least once every three months (four months for gas).
If you receive monthly bills, it will only show up on every third bill.
Always check your bill for the Best Offer notification and call your energy company if you’re not on it.
Learn how to get the same energy, smaller bill on the cheaper energy plans page.
No, the electricity and gas coming into your home is the same quality and reliability regardless of which energy company you choose.
What changes is the plan and price. Learn more about energy companies, plans, and prices on the energy companies page.
Some energy plans offer discounts, such as paying on time or other promotional discounts.
A big discount might sound appealing, but it doesn’t always mean the plan is the cheapest overall.
Use Victorian Energy Compare to see which energy plan is really the cheapest for your home.
Energy companies can only increase prices once per year and must notify you at least five days before the change.
Think of the price change notice as a prompt to check your options. Head to Victorian Energy Compare to see if there’s a cheaper energy plan for your home, or read our cheaper energy plans page to learn more about switching.
Check your bill for the word concession.
If it’s not listed, your energy company isn’t applying it.
Make sure you’re claiming what’s yours by visiting the concessions page.
The Best Offer is your energy company’s cheapest plan based on how you currently use electricity or gas.
Look for the box on your bill that says “Could you save money on another plan?”.
If it says you can save, call your energy company to switch to this plan.
See the cheaper energy plans page to learn how to get the same energy, smaller bill.
Yes. Your electricity or gas comes through the same network – only your retailer changes.
You won’t lose energy supply, and your energy stays connected.
Learn more about how energy works in Victoria on our energy companies page.
If you’re struggling to pay your energy bill, it’s important to contact your energy company as soon as possible.
Communication is key – energy companies are required to offer support and help you manage your payments. Help is just a call away.
Disconnection is only used as a last resort, and taking a few minutes to discuss your situation can make a real difference.
You may be eligible for payment plans, help to lower your energy costs, or the Utility Relief Grant Scheme.
Find out more on our payment difficulty page.
The Victorian Default Offer (VDO) is the electricity price set each year by the energy regulator to make sure you’re paying a fair rate.
If you don’t want to choose a different energy plan, you can ask your energy company to put you on the VDO. You’ll stay on this price until you decide to switch to another plan.
It might not be the cheapest option for your home, but it’s a fair, safe price no matter which energy company you use.
Check out the cheaper energy plans to find out ways to get the same energy, smaller bill.
URGS can help if you’re struggling with your energy bills.
To apply, your name must be on the bill and you need a concession card or meet the low-income criteria.
You must also have experienced at least one of the following:
- Unexpected increases in living costs
- A drop in income
- High rent or mortgage costs (over 30% of your income)
Or you can apply if you have experienced family violence, regardless of the above.
To apply, call your energy company and ask for help completing the URGS application over the phone.
Energy prices and plans change regularly, so it’s a good idea to check at least once a year – or whenever you get a price change notice.
Think of the notice as a prompt to see if there’s a cheaper energy plan for your home on Victorian Energy Compare.
Some energy plans offer cheaper rates at certain times of the day, such as overnight, but not all plans do.
- Check your bill for ‘off peak‘ or similar wording.
- If ‘off peak‘ is listed, call your energy company to see which appliances get the cheaper rates (some plans only cover electric hot water or electric vehicle charging).
If it’s unclear, call your energy company to confirm whether your plan includes lower rates for using electricity at certain times.