Summary
This article covers common questions about LPG billing for residential customers, including bill timing, bills for the LPG equipment fee, how to access past LPG bills and payments and more.
FAQs
When do you bill me for LPG?
When do you bill me for LPG?
For gas bottle exchange and gas refills, after we confirm your delivery is complete, we’ll send your bill – by email (free of charge) or through the post (a paper bill fee may apply), depending on the method you’ve chosen.
Once a year, you may also get a bill for the LPG equipment fee, which we bill in advance. See the next FAQ for more info.
For metered LPG and LPG hot water, we bill you approximately every three months. Your bills are generally based on a quarterly meter read. If the authorised meter reader can’t access your meter to read it, we’ll estimate your usage and bill you based on an estimated read.
I got a bill for an LPG equipment fee. Why?
I got a bill for an LPG equipment fee. Why?
The LPG equipment fee contributes to the cost of purchasing, testing, maintaining and replacing the LPG bottles used to supply you with LPG. The fee is in place to make sure the LPG bottles you receive meet safety standards that are set under the legislation that controls the gas industry.
The fee is based on the number and size of the Origin LPG cylinders at your property – it’s not based on your overall gas consumption. The fee is not refundable.
The LPG equipment fee might also be called an annual fee, facility fee, service charge or rental fee.
How do I view past bills and payments?
How do I view past bills and payments?
Log in to My Account or the Origin app, then select the Bills icon in the account you’d like to view
Select the Bills tab or the Payments tab to see past bills and payments you've made
To view your actual bill, in the Bills tab select the PDF icon next to the bill you’d like to see
The balance on my latest bill is different to what I expected. Why's that?
The balance on my latest bill is different to what I expected. Why's that?
You can check your account balance and payment history in My Account or the Origin app. If you’ve made a payment and you don’t see it yet, it may take up to three working days to be reflected in your account balance. If you need a hand, contact us. We’d be pleased to help.
What’s the difference between a customer number and an account number?
What’s the difference between a customer number and an account number?
Your Origin residential LPG account number is also your customer number. It’s a 10-digit number that you’ll find under ‘Your account details’ on the left of page 1 of your bill.
You’ll also see it on your dashboard when you log in to My Account or the Origin app, just under the LPG tile heading.
If you’ve also got electricity and/or natural gas with us, or an internet account, you’ll have a different account number for each account.
How can I organise a refund?
How can I organise a refund?
To organise a refund or transfer any credits to your other Origin products, contact us and we’ll help you get this sorted.
So that your refund goes to the right place and we process it securely, we may ask for proof of payment or a bank statement. We’ll let you know exactly what we need when you contact us.
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