How To Read Your Bill

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 for a Peak Anytime and Peak/Off Peak meter. Following an estimated account, an actual meter reading is scheduled for the next billing period. Once the meter has been read TRUenergy undertakes a reconciliation to determine what your actual consumption was in the billing period in which your meter was estimated. This process ensures that over the two billing cycles you only end up paying for the actual energy you have consumed.

For customers that have an Manually Read Interval Meter installed (MRIM) , also known as a Type 5 meter, the actual half hour meter usage data is downloaded via a probing mechanism. The interval data is aggregated for the billing period and billed on your TRUenergy account.

At times, the meter readings cannot be successfully retrieved from the meter. In such cases, the meter data is estimated by the distribution network based on the previous usage for the site and the meter data is provided to TRUenergy to bill you.  This will show as an estimated bill.

If actual meter reading data is obtained on or before the next scheduled read date for the next billing period, you will receive a new bill in-place of the previously estimated bill.  

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, your distribution network cannot 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 is inconvenient.

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

While every effort is made to get to your meters, if your distribution networks 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 and NSW), your account may be closed. However, TRUenergy will send you letters to inform you of any actions prior to closing your accounts.

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 from Monday to Friday between 8am and 6.30pm (AEST), at least 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 from Monday to Friday between 8am and 6.30pm (AEST).

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.