ENERGY

Some States have introduced full retail competition (FRC). In states where FRC has been introduced between different energy suppliers, you can purchase your gas and electricity from the licensed energy retailer of your choice.

A distributor is responsible for maintaining and operating gas pipes or electricity poles and wiring within a specific geographical location. Because of this, you are unable to change your distributor unless you move to another area.

No. You will not have to install a new meter, even if you change retailer.

Yes, your gas and electricity charges are subject to GST. However, if there are any debits or credits on your bill that do not include GST, we will highlight these items should they occur.

Our energy plans are paid by monthly instalments using direct debit from your bank or credit card. Your instalments will be estimated based on your previous bills, or a few simple questions if you don’t have a previous bill.

You can also choose to pay your account by weekly or fortnightly instalments. Call us on 13 36 36 (Monday – Friday, 10AM - 7PM AEST) to discuss or change your payment options.

In Victoria, monthly billing is available for new electricity customers with a remotely read smart meter.  Those Victorian customers already with Dodo Power and Gas will continue to remain on their existing bill frequency. However, in the other states of South Australia, Queensland and New South Wales customers are on a quarterly billing cycle with their electricity bill. The only exception to this is customers who have their gas account with us as they receive a bill every two months in all states.

If you have received an estimated bill you can check your current meter reading (call us if you need help with this) and compare it with the estimated reading on your bill. You may find the estimated bill is in line with the current reading.

If you are unhappy with the estimated bill then a special meter reading can be requested at a charge. Based on this reading, any difference can be reconciled to ensure that you pay for no more than the energy you have actually consumed over the billing period. Or you can wait until your next bill where a meter reading will reconcile your consumption on the next bill, ensuring you only pay for the energy you have actually used.

When you change retailers, your gas, and electricity continues to be supplied through your current distributor's gas pipes and electricity poles and wires. Because it is the distributor who is responsible for the quality of your supply, there won't be any change.

Call us on 13 36 36 (Monday – Friday, 10AM - 7PM AEST) to discuss your options.

You are able to finalise your account by calling our Contact Centre on 13 dodo (13 36 36), please try to give at least three business days notice. When you call, have your current account number and full address of the premises you are moving to available.

Your energy charges are the charges for the actual gas or electricity that you consume.

Electricity is lost in the course of transmission from the generator to your site. In simple terms, the further electricity has to travel from the generators, along transmission and distribution lines, to your site, the more electricity needs to be transmitted to compensate for this loss.

The calculation that determines how much customers pay for this are called loss factors. Loss factors for your geographical area remain the same regardless of which retailer you choose.

If you change your mind after entering into a contract you can change your mind without penalty for a certain period after you have entered the contract (called "cooling off"). Generally, you have 10 days to cancel a market contract, without incurring any fees or charges.

If you cancel a market contract within this "cooling-off" period, you will continue to be charged for the energy you use under the terms of your existing energy contract.

Non-Energy Charges cover other costs relating to the supply of gas or electricity. We pay these charges on your behalf.

These costs include the physical "delivery" of gas or electricity to your premises - often referred to as the Network Tariff. All Non-Energy Charges are either imposed by, or are controlled and regulated by government, a regulator, or network distributor.

Energy is measured as follows:

  • Gas - joule.

  • Electricity - watt hour.

  • 3.6 megajoules=1 kilowatt hour.

 

Gas Energy Units:

  • 1 megajoule (MJ)=1 million joules.

  • 1 gigajoule (GJ)=1 thousand megajoules.

  • 1 terajoule (TJ)=1 million megajoules.

  • petajoule (PJ)=1 billion megajoules.

 

Electricity Energy Units:

  • 1 kilowatt hour (kWh)=1 thousand watt hours.

  • 1 megawatt hour (MWh)=1 thousand kilowatt hours.

  • 1 gigawatt hour (GWh)=1 thousand megawatt hours.

There are many reasons why your electricity bill could be higher than you expected. These can all impact on your electricity consumption or reading and add up to a higher bill than expected.

  • Has anyone been home during the day more than previously?

  • Have any additional people moved in or visited with you?

  • Have you purchased or used a new appliance or began operating an existing appliance for a longer period due to seasonal temperatures such as Heaters or Air Conditioning?

  • Are you comparing your current bill to a previous bill where a concession was included (for example, the Victorian Winter Energy Concession is only applicable for bills issued during the months of May - October).

If you’d like to discuss the amount due on your account, call us on 13 36 36 (Monday – Friday, 10AM - 7PM AEST) at least three business days before your direct debit is due.

If you know you are going to have trouble paying your next bill installment, talk to us earlier rather than later as there are a range of options that we have at our disposal to help. We will work with you to make sure that whatever we set up is realistic and sustainable over time. If you usually pay your bill via direct debit then it is important that you notify us at least three days before your payment is due to avoid any kind of dishonour fee if there is going to be insufficient funds in your account to pay any amount owing. Give us a call on 13 36 35 (Monday-Friday, 10am – 70m AEST) to discuss your situation further with us.

If you change your account details, call us on 13 36 36 (Monday – Friday, 10AM - 7PM AEST) at least three business days before your direct debit to update your account details.

A Pay on Time Discount, is a discount on Market contracts that is provided, where your bill is paid by the due date.

The amount of the Pay on Time Discount will be shown on Your Bill (if applicable), along with the Date that the bill must be paid by in order for the Discount to be applied.

Dodo Electricity & Gas's Pay on Time Discount is applied to the usage component of the Bill, after any applicable concessions have been deducted.

As a retailer, Dodo Power & Gas does not read your meter; we rely on the relevant network distributors for meter readings. Once your meter is read we will use the information to calculate your bill.

The meter reader will endeavour to read your meter on the scheduled date. However, in some cases a meter reading cannot be obtained so instead of an actual meter reading, we will receive an estimated reading. There are strict rules and guidelines that govern how and when your bills may be estimated.

Your National Meter Identifier (NMI) is a unique number that is assigned to each premise and links your electricity meter with your premise. All energy retailers must include the NMI on their electricity bill.

For electricity, the service to property charge may cover part of the provision and maintenance of the meters, poles, wires and billing and some retail operating costs. It is applicable to each electricity account.

For gas, customers are charged a supply charge which may cover part of the cost of maintaining and extending the gas distribution network e.g., transmission pipes, gas mains, and some retail operating costs.

Dodo Power & Gas offers its customers a convenient choice of payment methods – direct debit from your credit card, debit card or bank account, posting a cheque to us in the mail, CentrePay, in person at Australia Post, Post BillPay or by BPAY™.  However, we recommend if you want to make paying your energy account extra easy, you consider setting up a direct debit to simply set and forget paying your bills with us.

Your payment will default. Defaulted payments incur a dishonour fee, which will be charged to your account. If you know that there won’t be enough in your account, call us on 13 36 36 (Monday – Friday, 10AM - 7PM AEST) to cancel the direct debit at least three business days before the due date.

Yes, you can. Call us on 13 36 36 (Monday – Friday, 10AM - 7PM AEST) at least three business days before your direct debit is due and we’ll organise an alternative way of paying your instalments, in line with your market contract.