Estimated meter reads
Sometimes your bill needs to be based on an estimate rather than an actual read of your meter. Usually it’s because our meter readers couldn’t get access, or the reading otherwise couldn’t be obtained. When that happens, we estimate your usage so your bill can still go out on time, and we clearly mark it as an estimate so you know.
If you’re concerned the estimate doesn’t reflect your real usage, you can ask us to adjust your bill based on a reading you take yourself.
Applicable meters
This applies to meters that are read manually, such as basic meters. If you’re on a Manually Read Interval Meter (MRIM) or a smart meter in Victoria, you won’t be able to submit your own reading.
How to submit your own reading
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Contact us before the pay-by date on the bill you’re querying, using the details on your bill or at floenergy.com.au. Let us know you’d like to submit your own reading in place of the estimate.
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Take a clear photo of your meter that shows:
- the date (visible via your camera/phone/newspaper timestamp or another dated reference in shot);
- the entire meter, including the meter number (usually printed on the front, below the dial or digit display);
- all digits or dials clearly and completely, with the reading unobstructed.
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Send us the photo, together with your account number and the invoice number you’re querying, to hello@floenergy.com.au
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Make sure the reading is a genuine, higher cumulative figure than your last actual read. A reading that doesn’t roll forward from your meter’s history can’t be validated.
What happens after you send it in
We’ll check the photo against your account and previous readings, then let you know in writing whether we’ve accepted or rejected the correction.
If your request is accepted, we’ll reissue your bill using your reading at no extra charge with a new pay-by date.
If your request is rejected, we’ll explain why. If you disagree with that outcome, you can raise it through our standard complaints process which can be found here.
For future meter reads
If access to your meter has been an ongoing issue, let us know once it’s resolved (for example, if a gate code has changed) so future bills can go back to being based on actual reads.
Questions?
Email us at hello@floenergy.com.au or call us at 1800 573 388 and we can talk you through your specific bill.