This section is designed to help you understand your bill.
We're always adding more information to this page, to help make things even easier for our customers.
- Your postal address
This is your postal address, in most instances it also aligns with your supply address, although these don't need to be the same.
- Our contact details
This is our mailing address and website.
- Your account number
This is your OVO Energy account number, you’ll need to reference this when contacting us about your account.
- The starting balance
This is your starting balance. If you’re in credit with us, you’ll see in credit if you’re in debit with us, you’ll see in debit.
If you're on one of our bill smoothed plans, you may be in credit at certain times of the year and in debit at other times of the year. We don't mind as long as the forecast at the end of 12 months means your payments will equal your charges. We'll be in touch if we think your direct debit is set too high or too low, but you can also request a direct debit review at any time.
This section shows all the key items from the bill, this includes:
The total charges for the bill period, this includes all the energy you use along with your daily supply charges.
Total payments & refunds
If you've made a payment during the bill period it will be shown here. Similarly if any refund has been made to you, it will appear here as a credit.
You're most likely to see this on a basic meter, where we might have been estimating your energy consumption, and subsequently received an actual reading from the distribution company or from you. If we need to make an adjustment, you'll see an offset here on your bill. Further detail is also provided on page 2.
This is the amount of Goods and Service Tax which is payable at a rate of 10%.
- Closing balance
This is your closing balance for the bill period, and shows whether you’re in credit or in debit with us.
If you're on a bill smoothed plan, sometimes your closing balance will be in credit and other times you'll be in debit. If think you're being charged the wrong amount, we do keep an eye on all accounts, to make sure they're paying the right amount and will be in contact if we think things aren't quite right - but you can also request a direct debit review at any time. If you're not sure which plan you're on, this is also shown on page 2 at point 11, and further detail is available on your online account at my.ovoenergy.com.au/plan.
If you're on a paid on receipt of bill plan, then you'll need to pay this outstanding amount by the due date. If you're not sure which plan you're on, this is also shown on page 2 at point 11, and further detail is available on your online account at my.ovoenergy.com.au/plan.
- Due date
If you’re paying on receipt of bill, this is the date by which you need to make the payment.
- Bill period
This is the time period that the bill relates to.
- Average daily usage
This section gives you a breakdown of your average daily usage throughout the bill period. It also gives you a comparison vs this time last year.
- Comparison vs local area
This section shows you what people in your local area are using.
- Your electricity supply details
Under this section you will see:
National Meter Identifier (NMI)
This is usually a 10 digit number, followed by a checksum e.g. 1234567890 1. This is how your meter and property are identified across the Australian Energy Market.
Next scheduled read date
This is the next date a meter reader is due to come to read your meter. If you're on a smart meter, you won't see this.
This is the energy plan that you're currently on with us.
Your Supply address
This is the property that we're supplying. This may differ from your postal address, but in most instances it aligns.
- Meter readings
Here you'll see your meter serial number. This is the number actually printed on the meter itself. You'll then also see the meter register that the readings relate to. If you have more than one register, or have solar, then you'll need to take note of which register the readings are referring to.
There are two types of readings:
(A) if you're on a basic meter then this is an actual reading from either you or your distribution company (i.e. a meter reader coming to your property to read the meter). Alternatively, if you're on a smart meter, it will be an actual reading that's been taken remotely from the meter.
(E) this is an estimated reading which is generated by using information provided to us by your distribution business. This is typically generated based on a combination of usage that we've seen to date at the site, and the property and the industry data held about historical usage for the site.
You may also have a manually read interval meter (MRIM). This meter is manually read on a 3 month cycle; it is an interval meter, meaning that it does take regular actual readings on short term intervals, but has to be physically accessed to get this data.
- Energy charges
This will typically include:
Your daily supply charge
You'll see the number of units (this is the number of days for the billing period) along with the rate which will be in the format of cents per day. The total amount is then provided on the right hand side in $ including GST.
Your usage charges
You'll see the number of units used (this is the number of kWh you've used during the billing period) along with the rate which will be in the format of cents per kWh. The total amount is then provided on the right hand side in $ including GST.
This is where you'll see any credits due to you and might include:
If your account is ever in credit, then we'll pay you 3% interest on the balance. You can read more about our interest rewards here.
If you receive a concession this is where it will be itemised on your bill. If you've forgotten to add your concession we can usually backdate this, and you can add it via my.ovoenergy.com.au/profile/concessions
Energy bill relief grants
If you're due to receive any other forms of bill relief or government grants, this is where they will appear.
If you have solar panels and are exporting to the grid, this is where you'll see any credits due to you for the feed-in-tariff on your energy plan. If you're not sure what your feed-in-tariff is with your plan, you can also access this information at my.ovoenergy.com.au/plan .
This is only really relevant if there's been a change to your circumstances or data throughout the billing period. If you're on a basic meter, for example, then once an actual reading is submitted either by you or the distribution business, there may need to be a small adjustment to your charges.
- Interpreter services
If you need an interpreter, you can call this number.
- Payment assistance
If you’re experiencing financial issues or need to add a rebate or other concession you can send through a request to the team and we’ll be able to help.
If you have a concession, and it's not already associated with your account, you can either request that this is added via my.ovoenergy.com.au/profile/concessions or contact us via phone, webchat or email to make sure that it's added to your account.
- Faults and Emergencies
Call this number if you have an emergency, you can call it at any time during the day or night.
You can make a complaint at any time.
- Moving house
If you need to talk to us about moving house, you can send us an email at any time. You can also request a move via my.ovoenergy.com.au/movingOut