Understanding Energy Jargon
What is an NMI?
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.
What are energy charges?
Your energy charges are the charges for the actual gas or electricity that you consume.
What are non-energy charges?
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.
What is the Service to Property Charge or Daily Charges?
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.
What is a Pay on time Discount?
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.
What are loss factors?
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.
What are the basic units of energy?
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.
Changing Your Energy Retailer
Do I have a choice about who my retailer is?
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.
If I change my retailer, will the quality of my supply be affected?
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.
What types of energy contracts are there?
A market contract is a contract negotiated between you and a retailer. Unlike a deemed or standing offer contracts, the Essential Services Commission does not oversee the terms and conditions, and the prices do not have to be published by the retailer. Market contracts may have a fixed term (generally between one and three years).
Standing Offer contract.
This is a contract where the contract terms are approved by the Essential Services Commission and at prices that are periodically published by each retailer and are available on their websites. Standing Offer contracts must be offered to you by the retailer who is Financially Responsible for the energy supplied to the meter, where you do not want to have a Market contract with a retailer of your choice.
If you do not know who is responsible is for your meter, you can call your distributor, who is able to determine which retailer is responsible.
This is the type of contract you will be on if move into a premises, start consuming energy, and do not enter into a specific contract with a retailer. A deemed contract will be between you and the retailer who is Financially Responsible for the meter at the premise.
Deemed and Standing Contracts have Terms and Conditions that are approved by the Essential Services Commission and prices that are periodically published by each retailer and are available on their websites.
Dual fuel contract.
Dual fuel contracts are a special type of market contract where you buy your gas and electricity from one retailer and your billing cycles for gas and electricity are synchronised. Dodo Electricity & Gas does not offer dual fuel contracts.
What should I consider when choosing a supplier?
You reasons for choosing a particular supplier can be varied but there are some important factors to consider.
Your gas or electricity bill is calculated using several different components. These include distribution charges, regulated market charges, supply charges and GST as well as the cost of the energy used. When you compare different rates it is important you take into account all aspects of your bill.
Do the payment options the retailer offers suit your financial situation.
With today's fast paced lifestyle you want to know you are going to receive good service no matter whom you are dealing with. You need to know you will get a fast, reliable response when you have a question, or want advice or information.
Some of the other things to look for when comparing energy offers are any early termination or exit fees that may apply, and any other discounts, charges and services which will be included in the market contract.
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.
Do I need to install a new meter if I move to a market contract?
No. You will not have to install a new meter, even if you change retailer.
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 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.
What are my cooling-off rights?
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.
Your Dodo Electricity & Gas Bill
How will I receive my bill?
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.
Does my bill include GST?
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.
What can I do if my account seems too high?
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).
What is an Estimated and Actual Meter Read?
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.
Why are bills estimated?
Bills are normally estimated because the meter reader could not get to your meter. Possible reasons why your meter could not be read, resulting in an estimated bill includes:
The meter is inside and there was nobody available to give access when the meter reader tried to read your meter.
The meter is behind a locked gate and there was nobody home when the meter reader tried to access your meter.
There may have been an obstruction preventing the reader getting to the meter (e.g. garden waste).
The meter reader feels threatened by a dog, which prevents the reader getting to the meter. Keep in mind it is not that your dog may have a good or bad temperament, but whether the reader feels their personal safety may be at risk.
Legally, you are required to maintain clear access to the meters on your premises.
I have received an estimated bill, what are my options?
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.
How do I arrange a special meter reading?
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.
My bill was higher than I expected. What could be the reason?
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.
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?
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).
If you feel the meter has not been read accurately, we recommend the following options,
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.
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.
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.
Paying Your Bill
How do I pay my Dodo Electricity & Gas account?
Dodo Power & Gas understands that paying your accounts in one payment can at times be a drain on finances. With this in mind, Dodo Power & Gas will make monthly installment deductions from your bank account or credit card to minimise the balance you need to pay each time a bill is issued.
When you agree to a market contract with Dodo Power & Gas, you also agree to pay monthly instalments by direct debit from your bank account or credit card. We will estimate your instalments based on your previous bills or based on some simple questions if you do not have a billing history at your property.
What will happen if there is not enough money in my account when my instalment is due?
Any defaulted payments will result in a dishonour fee being charged to your account, if you know there will be insufficient funds in your account, you may cancel the direct debit payment by calling us at least three business days before the due date.
What if I don't agree with the amount due?
If you don't agree with the amount of the settlement payment then let us know at least three business days before the payment is due to be processed and we will not debit the disputed amount to your account until it has been resolved. However, we may ask you to pay any undisputed amounts.
Can I cancel my Direct Debit agreement?
Yes, you can cancel your direct debit agreement by calling or writing to notify us at least three business days prior to your next payment date. If you cancel your direct debit agreement, you will need to organise a new way of paying your instalments in line with your market contract.
What if I change my account details?
If at any time you wish to change your bank or personal details, please advise us as soon as possible before your next payment date.
Having difficulty in paying your account?
Please call our Contact Centre on 13 dodo (13 36 36) before the due date of your next account or instalment to discuss our range of options to help you pay your account.
Concessions and Rebates
Can I get a concession or rebate on my energy account?
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).
Faults and Emergencies
What should I do if I have problems with my electricity or gas supply?
If your supply is disrupted or interrupted or you are experiencing any type of fault or failure, you should contact the faults number on your bill. If you cannot find that number then call us on 13 dodo (13 36 36) and we will transfer you to your distributor. If you call outside our business hours of 8am-6pm you will be transferred to the National Response Centre.
Click here to go to the Victorian Distributor information page.
Feedback and Complaints
Feedback and Complaints
If you have a complaint relating to our service, please contact us and we will respond quickly and work to satisfy your concerns. Click here.
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.
What if I am unhappy with your resolution?
If you feel the matter has not been satisfactorily resolved, please request to have your complaint referred to a higher level. If you still believe that your enquiry has not been satisfactorily resolved, you can contact the ombudsman in your state;
Victoria - the Energy and Water Ombudsman on 1800 500 509 or visit their website www.ewov.com.au.
Tell us about it! - Dodo's feedback and complaint policy
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.
Talk to us first!
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.
firstname.lastname@example.org - 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@example.com - 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 are still unhappy with Dodo Electricity & Gas
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
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
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)
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)
Free Fax: 1800 665 165
Write to: GPO Box 2947 Adelaide 5001