Billing Process & Enquires

As per my above introductory note, I outlined my commitment to undertake a thorough investigation of how Essential Energy works with our community of Accredited Service Providers (ASPs) across the State, and to improve the services Essential Energy provides to enable your businesses to succeed.

Ensuring there is an end-to-end billing and support system with full accountability and transparency is just one area for improvement. I recognise the impact billing issues can have on our ASP partners and, to that end, I have undertaken an initial analysis of our billing processes and identified some broader challenges that we are now addressing.

Our immediate priority is to correct past billing errors to ensure timely, accurate administration of invoices. This includes providing a realistic timeframe for any outstanding accounts to be settled. A broader improvement program is also underway to ensure future billing information is accurate and ASPs have clear avenues of enquiry and resolution.

ASP billing relating to Basic and Standard Connections and Notification of Service Work (NOSW) forms has been reviewed and a number of identifiable errors rectified. It is our aim to recommence normal invoicing in the near future, including billing activity for:

• approved Basic Connection applications (backdated to 1 July 2017)
• approved Standard Connection applications (backdated to 1 December 2017)
• completed NOSWs (backdated to 1 December 2017)

I will keep you informed and be in communication again, prior to the commencement of these invoicing functions.

If you have any billing enquiries, a dedicated response team is available by emailing connection.enquiries@essentialenergy.com.au or by calling 13 23 91 and selecting option #2 - this is your best single point of contact for all connection and billing related enquiries and we aim to respond within a maximum of 24 hours.