Frequently Asked Questions
How do I read my bill?
If you need assistance with understanding your bill, please call us on 1300 133 055 or email your questions to [email protected] - Our team is more than happy to break the bill down with you and make sure you know how to read it.
Where can I find my past bills?
You can find your past Smart Energy bills by logging in to your customer portal. Alternatively, you can call us on 1300 133 055.
Why is my bill estimated?
An estimated reading can only happen with Basic Meters.
These meters generally get read every three months by the distributor in your area. The meter reader needs to have easy and safe access to your meter. If the meter reader can’t access your meter, the distributor will estimate how much electricity you’ve used in the last quarter. Generally these estimations are made based on usage history at your address. If the estimation is incorrect, it will be amended when the next actual meter reading is made.
Some of the reasons for an estimated reading can be a dog at the address, a locked gate, a locked meter box or anything that restricts access to the meter.
If you have received an estimated meter reading, just make sure that there is clear access to the meter when the next reading is scheduled (three months from the date of the last reading).
Why is my bill so high?
Receiving an unexpectedly high bill isn’t fun. There are many potential reasons for that, such as:
- Faulty electrical appliances drawing more power than before
- Moving into a bigger house
- Installing things like a swimming pool, spa or sauna
- More people living in the house than usual
You should always compare your usage to the equivalent time last year, rather than the last bill.
If you would like some advice on how to reduce your energy expenses, check out our energy efficiency support page or get in touch on 1300 133 055.
What if I am experiencing financial hardship?
Smart Energy wants to make sure we provide all the support we possibly can to make things easier for you.
If you are struggling to afford your current electricity bill or if you are worried you will have a hard time paying a future bill, please let us know as early as possible.
At Smart Energy, we’ve got staff members who have been specifically trained to handle situations like this and are happy to provide assistance - Just call us on 1300 133 055.
We also recommend having a look at our hardship policy in order to find out more about your options.
Can my bill payment due date be extended?
Possibly, though it depends on the circumstances of the request.
The best way to find out is to call us.
How come my bill is showing a negative amount?
This can happen for one of the following reasons:
- You have used less electricity than what you paid for;
- The electricity generated by your solar panels; or
- We’ve made a credit adjustment or applied a rebate to your bill.
The credit on your current bill will be applied to the next one.