Estimated Bills

There are lots of reasons why sometimes we can’t read your meter.

How do you know if you’ve received an Estimated Account?

Just look on the back of your TRUenergy bill under the pricing calculations, where you will find the words ‘Estimated Reading’. If it doesn’t say this, then your bill is the result of an actual meter reading.

What is an Estimated Account?

An estimated account is one where we simply estimate your gas or electricity use based on your previous usage pattern. This estimate of use determines how much you need to pay for that billing period. However, in the end you will always only pay for the energy you actually use.

Here’s how it works. Following an estimated account, an actual meter reading is scheduled for the next billing period. Then the two bills are reconciled – the previous estimate and the current actual reading – so that over the two billing cycles you end up paying only for the actual energy you have consumed in that period.

What happens if we can’t access your meter?

Under the TRUenergy Customer Charter, you are responsible for providing safe, easy access to the meters on your premises. But sometimes, we simply can’t get to your meter. Maybe the front gate was locked, a dog kept the representative at bay, or the meter is located inside your premises or at the rear of the property. In cases like these, we can’t take an accurate reading and you will be sent an estimated account instead.

What happens if you miss several meter readings in a row?

Getting several estimated accounts in a row may mean that you are paying more than you actually used in that period, in which case you’ll eventually receive a credit. Or you may be not be paying enough, in which case you’ll have to pay an outstanding amount when a meter read occurs and your account is reconciled. Either way it’s inconvenient.

Normally your gas meter should be read six times a year in Victoria and New South Wales, or four times if you are in South Australia. All electricity meters should be read four times a year.

While we make every effort to get to your meters, if we are unable to read your electricity meter three times or more in a year, or gas meter five times or more in a year (three times in SA), it may end up in your accounts being closed.

What you can do to avoid getting Estimated Accounts.

• Find out where your gas and electricity meters are located, and if possible make access to them easier.
• Plan ahead. You’ll find the date for your next meter reading located in the top right hand corner on the back of your most recent bill. If you like, call 133 466 three business days prior to this date to confirm the scheduled reading, so you can make arrangements for access to the meter on this day; or call to discuss your options for an alternative meter read (a cost may be incurred).

For more information, or to discuss access to your meter, simply call 133 466.

Providing easy access to your meter

Do you know where the gas and electricity meters are on your property? It may not seem that important, but it is to the meter readers. Every two or three months, they need to access your meters to get an accurate reading of how much gas and electricity you’ve used. This reading determines how much you are charged on your TRUenergy accounts.