BILLS
Frequently Asked Questions

Bill issuance and frequency

When can I expect to receive my first bill?

SEPN issues electricity bills quarterly through post or email. Your first meter reading will be done when the next meter reading is scheduled for your area. When you connect to your new property, your first account will be issued within the next three-month period.

You will receive your account for the establishment fees within a few days of connection.

Fees apply. If a government, regulator or network distributor varies or introduces a fee, charge or tax, SEPN may pass through all or part of this varied or new fee, charge or tax to you. The charges for network related services, as approved by the Australian Energy Regulator, may include our reasonable costs for arranging such services.

How can I obtain a copy of my SEPN bill?

SEPN bills are sent quarterly via post or email.

If you would like us to send you a copy of your bill via post, call us on (08) 7009 4555. Alternatively you can send request via email admin@sepn.com.au and we will contact you within 3 business days.

Can I receive my SEPN bill by email rather than hard copy?

Yes, please specify in the Residential Registration Form your preference in receiving energy bill.

Bill smoothing

Can I pay my SEPN bill by the month?

Yes, you can smooth out your payments month by month with periodical payments instead of having to pay it all in one go at the end of each quarter.

It all depends on what method works best for you: whether you would prefer to make regular payments or make payments as and when you can.

For regular payments you have a few options: set up a direct debit with SEPN, make a BPAY arrangement with your bank or financial institution.

There are a number of methods to choose from if you want to make payments from time-to-time. You can pay via your bank or financial institution.

Comparing consumption

Why is the there a table on my bill comparing my household's electricity consumption to a benchmark?

The Australian Government now requires energy retailers to include a bill benchmark on all residential electricity bills. This requirement has been introduced to help customers make decisions about energy usage and to encourage energy conservation. The bill benchmark allows you to compare your electricity usage with others in your community.

eBill

What is an eBill?

An eBill is an electronic version of your paper bill which will be sent to your nominated email address. It is safe, convenient and offers you the flexibility to manage your bills at anytime from anywhere.

High consumption

Why is my electricity bill higher than usual?

Your energy use-and therefore your bill-fluctuates throughout the year depending on the season. Some simple explanations for a higher electricity include:

· Cold weather – In cold weather, most homes use more energy. Your hot water system has to work harder to heat the water, longer showers are common and you’re likely to use room heaters more.

· Hot weather – In the hot weather, some homes use air-conditioners to cool their homes. 23°C or higher is the ideal temperature for your air-conditioner as each degree lower can add 10 per cent to the cost of cooling your home. (source: Save Power http://www.savepower.nsw.gov.au/)

· Changes in your household – Have people moved into your home? Are you spending more time at home? Do you have any new electricity appliances?

· Your account was estimated – If your meter hasn’t been read, we’ve had to estimate your energy use.

· There was a mistake in reading your meter – Check your current meter reading against the reading on your account. If these readings are higher than the reading on the back of your bill, your meter reading was probably correct. If they are less, then please call us on 8125 9607.

· Your billing period may be longer than your last account – Compare this bill with one from the same period last year.

· Your appliances (such as your appliance on stand –by power) may have been operating while you were on holidays. If this is the case, simply switch your appliances to the vacation setting next time you go away.

Payment methods

Can I pay my SEPN bill online?

Yes, for payments of up to $10,000 you can pay your account online with Visa or MasterCard via our secure online payment service. You can also pay online using BPAY with your financial institution.

Can I pre-pay my SEPN bill?

At any time you can also make payments towards your SEPN bill before it is due with Direct Debit, credit card or BPAY.

Reading bill

Where can I find my electricity usage on my bill?

To find out how much electricity you have used, refer to the front page of your bill. Electricity usage is measured in kilowatt hours (listed as kWh on your bill).

What is the supply charge for?

The daily supply charge covers some of the fixed costs of supplying electricity to your home or business, including the cost of installation and maintenance of electricity meters.

How do I read my bill?

View our information about understanding your electricity bill.

What rate am I on?

You can find your rate on the back of your most recent bill under ‘charge/rate’.

Contact us if you need help, or complete our enquiry form. Don’t forget to include your address and account details.

Supply charge

Does the supply charge apply even if I have electricity but don't use it?

Yes. Our customers who only use electricity seasonally still pay the supply charge, as this covers the cost of maintaining the supply of electricity into your home.

Tariff

How do I know what tariff I am on?

Your electricity tariff is shown on the back of your bill.

Weather factor

How can weather affect my bill?

As an example, imagine if we had two households with the same number of rooms, the same number of people, the same appliances, and the same energy usage patterns. They both go through a hot summer. Just about every day is over 30 degrees celsius, with a number of days over 35 degrees. Household one, turns their air-conditioner on every time the temperature goes over 20 degrees. Household two only turns on their air-conditioner when the temperature hits 30 degrees.

Their energy bills will be dramatically different. Weather is one of the main factors impacting the amount of energy you use and how much you pay. Obviously there are other factors which impact your costs but weather is very important. We note, however, that if both households in this example used the Tool the indicative approximate energy costs would be the same, even though their actual costs would be dramatically different.