It’s not common, but every now and then a customer’s account can be interrupted by a system error.
Why bill blocks occur
In the majority of cases, bill blocks are caused by one of two things:
An unexpected issue with pricing your account
A customer complaint about a billing issue that we’re investigating
What we’re doing if your bill is blocked
Please rest assured that our teams are working to resolve this as quickly as possible. We’re committed to ensuring that every bill we send is accurate, so if your bill is blocked it will be because something is amiss and we must rectify it before sending you another bill.
What you can do if your bill is blocked
The issue of blocked bills is unfortunately due to our systems, so there’s little you can do to resolve it.
Although we’re not able to send you your bill, we’ll still be getting data about your usage. Take a look at your usage screen in My Account – you won’t be able to see cost calculations but you will be able to see your kilowatt hour (kWh) for electricity and/or megajoule usage for natural gas.
You can choose to make interim payments
A possible outcome of a blocked bill is that you won’t get a bill for some months, and then a large one that takes into account the entire period of time you’ve been using your energy. To avoid the shock of a large bill we suggest you make regular payments to chip away at your energy costs. Of course, we’ll notify you as soon as your bill becomes available and offer you more time to pay, if you need it.
For further assistance, message our energy experts, who can look into your account.