Why has my electricity bill gone up?

These checks can help whether you’re with us or another retailer. Start with the kilowatt-hours, shown as kWh: that is the electricity you bought. The dollar total also includes daily charges and may include credits, discounts or an outstanding balance. For an ActewAGL bill, our guide to reading your bill (opens in a new tab) helps you find those items.

Compare days before dollars

A 95-day bill covers more time than a 90-day bill. Divide the total kWh by the number of billing days to compare your average daily use.

Here is an illustrative example. A home using 18 kWh a day, with electricity at 30 cents per kWh and a $1 daily supply charge, would pay $576 over 90 days. Over 95 days, the same daily use and rates would produce a $608 bill. That is $32 more without any change in daily habits.

Is my electricity bill based on an estimate?

Look for wording saying the bill is based on an estimation. An estimate is different from a meter reading. If an earlier estimate was too low, a later actual reading can include electricity you used in the earlier period, rather than a sudden increase in this month’s use.

If an estimated ActewAGL bill looks wrong, use our meter-reading guide (opens in a new tab) and submit a meter self-read (opens in a new tab) before the payment due date, following the form’s requirements. Only take a reading where it is safe. If a later bill includes a catch-up amount, ask us which earlier periods it covers. If you’re with another retailer, ask it how to query the estimate or provide a reading.

Look for the change at home

If your daily kWh has increased, compare similar seasons. A winter heating bill and a mild autumn bill are doing different jobs.

Think about what changed during the billing period. More people at home, a new electric vehicle (EV), longer showers or more time using heating can all change demand. Heating and cooling deserve a closer look because their energy use responds to weather and how the home holds its temperature.

If you have solar, remember that the bill generally shows electricity imported from the grid. Your solar app may show a different total because some of the electricity used at home came straight from the roof. A change in when you use power can therefore affect imports even when your routines seem similar.

Write down likely changes before buying new equipment. If the increase is sudden and still unexplained, ask your retailer to investigate using the dates, readings and usage figures you have checked. If you’re with ActewAGL, we can work through those account questions with you. A high bill alone cannot identify a faulty appliance.

How to read the changes in your electricity bill

Compare the usage rates, daily supply charge and any discounts or credits. If the usage rate went down but the daily charge went up, the result depends on your household’s use. For time-of-use pricing, check the electricity in each period. For a demand plan, check the separate calculation for how intensely power was used.

If a smart-meter installation or a plan change coincided with the increase on your ActewAGL account, ask us to confirm the plan name, effective date, rates and tariff periods in writing. Then check any car, hot-water or appliance timers against that schedule.

Compare our available plans (opens in a new tab) using your own usage. You can also use Energy Made Easy (opens in a new tab), the free government service that estimates annual costs across retailers. Use the same household consumption in each comparison.

If an ActewAGL bill still does not make sense, contact us with the two bills and your questions. Our feedback and complaints page (opens in a new tab) explains how to raise an issue. If it remains unresolved, ACAT performs the energy ombudsman role in the ACT; NSW customers can contact the Energy and Water Ombudsman NSW.

For the conversation, name the unexplained item: “These bills have similar daily kWh, but the cost per day rose. Can you explain the changed rate or missing credit?” Keep the dates, the response and any reference number so you can follow up on the same question.

Related advice: How do I compare electricity plans properly? · Has energy bill relief ended? What help is available in the ACT and NSW?

Find help with your bill

Start with our guide to reading your bill (opens in a new tab). ActewAGL customers can also view usage and bills in My.ActewAGL (opens in a new tab). If you’re comparing retailers, you can explore our available plans (opens in a new tab) using the same household usage.

If paying an ActewAGL bill is the immediate problem, start with a payment extension (opens in a new tab), our Staying Connected support page (opens in a new tab) or concessions and rebates information (opens in a new tab). If you’re with another retailer, ask it about help with your current bill.

Give us a call on 13 14 93 about an ActewAGL bill or our plan options, with the bills beside you. If you need payment support for your ActewAGL account, our Staying Connected team is on 1300 138 574.

Get help with your ActewAGL bill (opens in a new tab)