ENERGY

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.

There are various state government concessions and rebates available to help low income earners manage their energy accounts. The concession or rebate which you can apply for, and the eligibility requirements, depends upon which state you live in.

Click here for more information about Victorian concessions.

If you would like to confirm if you are eligible for a concession or rebate then call our Contact Centre on 13 dodo (13 36 36).

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.

If you have a complaint relating to our service, please contact us and we will respond quickly and work to satisfy your concerns. 

Dodo Power & Gas aims to resolve all telephone enquiries and complaints at the initial contact stage. If we are unable to do so, we will notify you immediately and advise you when the matter is resolved. All written enquiries are answered within five business days.

 

Please call us on call 13 dodo (13 36 36) and let one of our customer service representatives know about your problem or complaint. We will try to resolve your problem right away, and if we cannot, we will take steps to get the problem resolved as quickly as possible. We will acknowledge receipt of your written (mail/fax/email) complaint within 48 working hours. We will seek to provide a fair and reasonable resolution in a welcoming and courteous manner at the first contact. In the event we are unable to resolve your complaint at first contact, we will explain why and give you a timeframe if at all possible. We will also advise you of our follow up processes to keep you informed of the progress of your complaint.

[email protected] - Enquiries and Complaints If you have a complaint that you would like resolved, you can e-mail this address. Please provide your username, account number, date of birth, contact phone number, your address, and details of your complaint.

[email protected] - Privacy complaints If your complaint relates to how we have collected, held, used or disclosed personal information, or you wish to know what personal information we hold about you, please address your complaint our Privacy Compliance Officer.

You can also send us a letter detailing your concern or complaint to:

Dodo Power & Gas Complaints Team
P.O. Box 631
Collins St West VIC 8007

Remember - we are always happy to provide you with a written response, all you need to do is ask.

If you want to arrange a special reading to correct an estimated bill or to check a current reading, then call our Contact Centre on 13 dodo (13 36 36). We would be happy to arrange an appointment for a special meter reading at your premises. This can take place anytime during business hours, Monday to Friday. Appointment dates and times are set by your distributor so we may not be able to accommodate all requested timeframes.

Please contact 13-DODO (13 36 36) (from 8am to 6pm AEST Monday to Friday) to arrange a convenient time to allow us access to your meter.

Please be advised there is a fee associated with this type of reading.

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.

Dodo Electricity & Gas will send you an email letting you know your bill is available to be viewed using our account management system.

If you wish to receive a printed bill in the mail, there is an additional bill print fee charged per bill for both your gas and electricity that is posted. Please refer to our Additional Retail Charges schedule here for details.

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.

If you are unhappy with our efforts to resolve your complaint or problem, then you have the right to ask to have your complaint referred to a higher level within our customer service centre. We will have one of our complaint managers review your problem and provide you with a prompt response. You can also get an independent review of your complaint. If you remain unhappy with our resolution of your complaint, you also have the right to refer the complaint to the Energy Ombudsman for your State. The Energy Ombudsman service is a free and independent alternative dispute resolution scheme for small business and residential consumers who have a complaint about their electricity or gas service.

Energy and Water Ombudsman
(for complaints you can't resolve with Dodo Power & Gas)

Energy and Water Ombudsman (Victoria) Ltd (EWOV)
Freecall: 1800 500 509 Freefax: 1800 500 549
Interpreter services: 131 450 National Relay Service: 133 677 
Email: [email protected] 
Mail: GPO Box 469 Melbourne VIC 3001

Energy and Water Ombudsman (NSW) Ltd (EWON)
Freecall: 1800 246 545 Freefax: 1800 812 291
Interpreter services 131 450 National Relay Service 133 677
Email: [email protected]
Freepost: Reply Paid 86550, Sydney South NSW 1234

Energy and Water Ombudsman Queensland (EWOQ)
Freecall: 1800 662 837 (calls from mobile phones may attract charges)
E-mail: [email protected]
Fax: (07) 3087 9477
Write to: PO Box 3640, South Brisbane BC, Qld 4101

Energy and Water Ombudsman South Australia (EWOSA)
Freecall: 1800 665 565 (calls from mobile phones may attract charges)
E-mail: [email protected]
Free Fax: 1800 665 165
Write to: GPO Box 2947 Adelaide 5001

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

How do I transfer my electricity supply to Dodo?

You can arrange your transfer by calling our Contact Centre 13 dodo (13 36 36), our friendly sales staff will not only organise your gas or electricity connection they can also discuss your internet and telecommunication needs.
Please have the full address of your premise, identification, such as your driver's licence number, at least one contact phone number available and have your energy bills handy.

You can also complete an online sign up form and our Customer Service team will promptly action your request.

To use our online sign up page click here.

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.

There are many reasons why your gas or electricity bill could be higher than you expected. There are a few questions you can ask yourself, which help you investigate why your bill is higher than expected.


 

Increased consumption:

  • Was it colder or hotter than usual, did you use heaters or air-conditioners more than usual?

  • Did you have additional people staying with you?

  • Have you brought any new appliances, needed to fix an existing appliance or operate an existing appliance for longer than usual?


 

Correct comparisons:

  • Are you comparing bills from similar billing periods? You use different appliances during certain periods of the year such as heaters or air conditioners.

  • Are you entitled to a concession? Are you comparing your current bill to a previous bill where a concession was included? Some concessions are seasonal and won't be applied to all bills.

  • Are the bills you are comparing of similar length? For example, one billing period may have been for fewer days while the next is for longer. Divide the total of your current charges by the number of days on each bill to find your daily average and compare those figures.


 

Actual vs. Estimated Meter Reads:

  • Have you considered that your last or current bill might have been an estimated one, followed by an actual? A previous estimate may have been estimated too low resulting in a higher bill once the meter is read. If you need help determining this call our Contact Centre on 13 dodo (13 36 36).


 

Options:

If you feel the meter has not been read accurately, we recommend the following options,

  1. Read your meter, check to see if your current reading is more than the reading on your bill. If it is less than the reading on your bill then call us.

  2. You can call us to request a special meter reading, which will require the meter reader to return to your property to read the meter again. A fee may be charged if you proceed with this option and the meter reading is found to be correct.

  3. After all other options have been exhausted you can request the meter to be tested. A fee may apply for this test which will only be charged if it is deemed that there is nothing wrong with the meter.

How do I arrange to get my electricity connected?

You can arrange connection by calling our Contact Centre 13 dodo (13 36 36), our friendly sales staff will not only organise your gas or electricity connection they can also discuss your internet and telecommunication needs.

Please have the full address of your new premises, identification, such as your driver's licence number, and at least one contact phone number available. Make sure you give at least two business days notice to allow us time to organise your connection.

You can also complete an online sign up form and our Customer Service team will promptly action your request.

To use our online sign up page click here.

 

Please tell us if you have any concerns or complaints about our service. We at Dodo are committed to providing excellent customer service. To do that we need to know where things are going wrong, and we need you to help us.

Please tell us about any concerns, problems, or complaints you may have about our products or services. We also welcome any helpful comments or compliments you may want to make about our staff or products. We take your feedback seriously, as we think it is the best way for us to identify and correct our problems, all of which will help improve our service to you.

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).