EnergyAustralia encourages eBilling with new paper fee

billing

EnergyAustralia has launched a campaign to persuade customers to enrol for eBilling as an alternative to receiving paper bills, which beginning April 6, will accompany a $1.69 fee to cover the increased costs of production and postage.

Those exempt from the charge, while still receiving paper bills will include:

  • any customer who falls within a vulnerability category – this includes concession-card holders as well as those on the EnergyAustralia EnergyAssist program, which is dedicated to supporting customers going through a period of hardship.
  • some customers, including those in New South Wales and some in Queensland, where state legislation around paper bills applies.

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EnergyAustralia’s chief customer officer Mark Collette said a paper bill is 2000 more expensive to produce than an electronic one.

“We don’t believe it’s right that the customers who use our eBilling platform should contribute to the cost of customers who choose to receive a paper bill. The good news is, customers still have time to avoid the fee and benefit from the convenience of eBilling,” Mr Collette said.

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“The decision several years ago to remove the paper bill charge was done with the best of intentions in the belief we could absorb the costs. Since then, the cost of sending nearly 12 million sheets of paper has gone up, today making it unsustainable and no longer fair.

“From April 6 those who choose a paper bill will now cover the cost of this themselves – we hope they understand the decision being made. EnergyAustralia will not make any profit from this charge and vulnerable customers will be exempt.

“We have made investments in our eBilling platform since its launch in 2006, and more broadly our IT systems of late to improve the experience customers have dealing with us. By using eBilling we are confident customers will find it easier to pay and manage their account, with added benefits that allow them to keep track of their energy usage.”