Frequently asked questions
Your account
What should I do if I'm moving house?
As soon as possible, please notify us of the date you intend to move.
What should I do if I'm moving house and ending my energy account?
You must contact us at least 5 business days before you intend to vacate your property. It is also important that you provide us with a forwarding address for your final bill.
Billing
My energy bill is higher than I expected. Why?
There are a few reasons why your energy bill may be higher than expected:
- Remember that using energy-hungry appliances like heaters or air conditioners quickly adds to the cost of your bill.
- If you have guests staying at your home, this can increase energy usage and raise the cost of your bill.
- If you receive energy concessions, note that some concessions are seasonal and apply only during certain months.
Learn more about energy efficiency.
How do I pay my bill?
You can find detailed payment instructions at the end of your bill. Did you know you can also pay your bill online?
Is there a charge to join Victoria Electricity?
Victoria Electricity charges no joining fee, however a standard charge may apply if you move into or leave a property. This is because moving into a property incurs a charge from your local energy distributor to connect your electricity and/or gas supply.
Gas and electricity meters
When is my next meter reading?
You can find this information on the back page of your Victoria Electricity bill. Generally, your electricity meter is read every three months, while your gas meter is read every two months.
Can I send Victoria Electricity my meter readings?
Yes, you can do this online. Simply login to the Customer Zone and follow the on-screen instructions. By sending us your meter readings you will allow us to estimate your energy usage as accurately as possible between readings taken by your Distributor.
How do I read my electricity meter?
If you have a digital meter, simply record the numbers on your meter from left to right, ignoring the final number. In the example below the reading is 2518.
If you have a dial meter, ignore the dials labelled 1/10 and 1/100 – these are check dials.
Record the number for each dial from left to right. If a pointer falls anywhere between two numbers, always record the lower number.
In the example above the reading is 8028.
I submitted my meter reading, but part of my bill was estimated. Why?
When we calculate your bill, any energy used after the reading is estimated using historical usage data.
How do I read my gas meter?
If you have a metric meter, simply record the numbers on your meter from left to right. In the example below the reading is simply 2932.
If you have a dial (imperial) mete, record the number for each dial, reading from left to right. If a pointer falls anywhere between two numbers, always record the lower number In the example below the reading is 2932.
Do I have to provide access to my meter?
Yes, this is required. All energy customers are required to provide safe and unhindered access to their meter/s. This ensures you are billed for the correct amount of energy you used.
I'm a customer and I need a new electricity meter installed. What should I do?
If you need a new electricity meter installed please contact us. Otherwise, if you're simply moving to a new home and need your power connected, you can switch to Victoria Electricity online.
Electricians – meter installations
Will I be contacted if the distributor has problems connecting
electricity to my customer's property?
Yes. Victoria Electricity will make contact with you or your customer to discuss any problems onsite or with paperwork submitted.
What are Victoria Electricity's contact details?
You can find our contact details here.
What paperwork does Victoria Electricity require for
new electricity connections?
We require:
- An Electrical Work Request (EWR), and
- A Prescribed Certificate of Electrical Safety (CES)
Please note: One EWR and one CES are required for each electricity meter installed. Group metering requires one EWR for each meter but may only require one CES for all meters. Where units are metered separately, one EWR and one CES are required for each meter
Do pit installation requests go to the retailer or the distributor?
The distributor. The distribution business is licensed to manage the network infrastructure in the customer's area, and the distributor is best placed to initiate the pit installation process and provide any quotations or information as required.
Energy concessions
Am I entitled to a concession on my bill?
If you hold a current Pensioner Concession Card, Health Care or Gold Card, you may be entitled to a concession on your energy bill. For more information on concessions you can phone the Victorian Government Concessions Information Line on freecall 1800 658 521.
To apply for an energy concession please contact us.
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