Billing, Refunds & Adjustments Policy

1. Billing Process

Enebill issues electricity bills on behalf of your body corporate for consumption within embedded networks. Billing frequency is determined by your building's arrangement:

• Monthly billing: Bills issued around the same day each month
• Quarterly billing: Bills issued every 3 months

All bills include:

• Account holder details and property address
• Billing period (start and end dates)
• Meter reading information (actual or estimated)
• Usage breakdown (total kWh, time-of-use if applicable)
• Supply charges and usage charges
• GST (10%) shown separately
• Total amount due and payment due date

2. Meter Readings

We aim to obtain actual meter readings for every bill. Readings may be collected:

• Automatically from smart meters
• By authorized meter readers
• Through our mobile meter reading app (for approved personnel)

Your bill will clearly indicate whether the reading is actual or estimated.

3. Estimated Bills

We may issue an estimated bill if:

• We cannot access your meter safely
• Your meter is faulty or unreadable
• There has been a data collection issue

Estimates are based on your historical usage patterns and adjusted for seasonal variations. We will not issue more than 2 consecutive estimated bills without obtaining an actual reading.

Catch-up bills: When we obtain an actual reading after an estimate, we will adjust your bill to reflect actual consumption. Any under or over-charging will be corrected on your next bill.

4. Bill Corrections

If you believe your bill is incorrect, please contact us immediately. Common issues include:

• Meter reading errors
• Incorrect tariff application
• Billing period errors
• Data entry mistakes

Investigation process:

1. Contact us with your concerns and provide your account number
2. We will review the bill and meter data within 5 business days
3. If we find an error, we will issue a corrected bill or credit
4. If no error is found, we will explain the charges in detail

Backbilling limits: Under Australian Consumer Law, we can only backbill for errors up to 12 months, unless the error was caused by your actions or we can demonstrate exceptional circumstances.

5. Refunds

You may be entitled to a refund if:

• We have overcharged you due to a billing error
• You have overpaid your account (credit balance)
• You are closing your account and have a credit

Refund process:

• Small credits (under $50) are typically applied to your next bill
• Larger credits will be refunded to your nominated bank account
• Refunds are processed within 10 business days of approval

To request a refund: Email billing@enebill.com.au with your account details and bank account information.

6. Billing Disputes

If you disagree with a bill and the matter cannot be resolved through our normal process:

• You are not required to pay the disputed amount while we investigate
• You must continue to pay undisputed charges and current bills
• We will not disconnect supply or take debt collection action on disputed amounts while the matter is under investigation
• You can escalate to EWOQ (Energy and Water Ombudsman Queensland) if unresolved

See our Complaints & Dispute Resolution Policy for more details.