Service Billing

For your convenience, Active Utilities issues accounts monthly in paper or electronic form.  Your billing date is decided by the service address.  But you will receive an account around the same time each month. 

Due Dates

Your Active Utilities account has been especially designed to be easily read and understood.  The due date is clearly printed in the top right hand corner and usually falls 14-21 days after account issue.  To avoid the risk of service disconnection, you should make payment before the due date.

It's important to know you must still pay your account, even if you don't receive the bill.  So you should contact us if your bill seems late or doesn't arrive within 60 days of connection. 

Active Utilities offers various payment options to ensure your bill is paid on time, including Direct Debit.  Just choose the right one for you.

Late Fees

It is important to ensure your monthly account is paid by the due date.  An overdue payment may incur a late fee, charged to the next bill.  For more about late fees, see your Agreement for current additional charges.

Service Disconnection

There is a risk of service disconnection if your account remains unpaid more than 5 days after the due date.  In most cases, you will first receive a Reminder.  To avoid service disconnection, you should act on this notice immediately. There are also a number of reasons your service may be disconnected without notice.

Billing Disputes

Contact Active Utilities immediately if you believe there is a discrepancy with any part of your bill.  If we are unable to resolve your concern by phone, please provide written notice of the reasons you dispute the bill before the due date.  Active Utilities will then complete a thorough investigation and advise you of the outcome.

Your service will not be disconnected while the bill is in dispute or for 60 days after issue, whichever is shorter.  Until your concern is resolved, you may need to pay an amount based on prior usage.  Should our investigation conclude the unpaid amount was correctly billed, payment will fall due immediately. If you dispute the investigation findings, your State Ombudsman may be of assistance.