ENERGY

Your energy charges are the charges for the actual gas or electricity that you consume.

Electricity is lost in the course of transmission from the generator to your site. In simple terms, the further electricity has to travel from the generators, along transmission and distribution lines, to your site, the more electricity needs to be transmitted to compensate for this loss.

The calculation that determines how much customers pay for this are called loss factors. Loss factors for your geographical area remain the same regardless of which retailer you choose.

Non-Energy Charges cover other costs relating to the supply of gas or electricity. We pay these charges on your behalf.

These costs include the physical "delivery" of gas or electricity to your premises - often referred to as the Network Tariff. All Non-Energy Charges are either imposed by, or are controlled and regulated by government, a regulator, or network distributor.

Energy is measured as follows:

  • Gas - joule.

  • Electricity - watt hour.

  • 3.6 megajoules=1 kilowatt hour.

 

Gas Energy Units:

  • 1 megajoule (MJ)=1 million joules.

  • 1 gigajoule (GJ)=1 thousand megajoules.

  • 1 terajoule (TJ)=1 million megajoules.

  • petajoule (PJ)=1 billion megajoules.

 

Electricity Energy Units:

  • 1 kilowatt hour (kWh)=1 thousand watt hours.

  • 1 megawatt hour (MWh)=1 thousand kilowatt hours.

  • 1 gigawatt hour (GWh)=1 thousand megawatt hours.

A Pay on Time Discount, is a discount on Market contracts that is provided, where your bill is paid by the due date.

The amount of the Pay on Time Discount will be shown on Your Bill (if applicable), along with the Date that the bill must be paid by in order for the Discount to be applied.

Dodo Electricity & Gas's Pay on Time Discount is applied to the usage component of the Bill, after any applicable concessions have been deducted.

Your National Meter Identifier (NMI) is a unique number that is assigned to each premise and links your electricity meter with your premise. All energy retailers must include the NMI on their electricity bill.

For electricity, the service to property charge may cover part of the provision and maintenance of the meters, poles, wires and billing and some retail operating costs. It is applicable to each electricity account.

For gas, customers are charged a supply charge which may cover part of the cost of maintaining and extending the gas distribution network e.g., transmission pipes, gas mains, and some retail operating costs.

We don’t charge a moving fee, but a service order fee might be charged by your distributor for disconnections and/or connections.  Fees charged by the distributor vary and we’ll let you know the distributor service fees when you sign up.

The service order fees are detailed in our Additional Retail Charges.

There are various state government concessions and rebates available to help low income earners manage their energy accounts. The concession or rebate which you can apply for, and the eligibility requirements, depends upon which state you live in.

Click here for more information about Victorian concessions.

If you would like to confirm if you are eligible for a concession or rebate then call our Contact Centre on 13 dodo (13 36 36).

For an urgent electricity connection, 1300345847 or 0291335405 (Monday – Friday, 8am – 7pm AEST).  Extra fees may apply for urgent service.  Natural gas connections can take up to three business days, so we’ll need a bit more notice.

Yes, there are a few ways you can pay your bill by instalment. 

Pay instalments on your current bill up to the due date:

  • Log in to my.dodo.com  and select Make a payment. You can continue to make payments until your bill is due.  You can find the due date on my.dodo.com in the Billing section under My billing & balances.  You can add a payment method as a once off or recurring payment via my.dodo.com
  • You can also pay in instalments via BPay or at a Post Office using the customer reference number on your bill.

That depends on where you live and whether or not the property has been disconnected.  If your new premises is in Victoria, New South Wales or South Australia, you are not required to be at the premises to have your property connected.  However, please remember to set your main electrical switch to off.

If you are in Queensland, a Visual Safety Inspection (VSI) is required by law.  This requires an adult to be at the premises and a time slot between 8am & 6pm can be requested.

You can get a quote for your gas and/or electricity 

  • Online, by clicking here
  • Calling us on 13 36 36 (Monday – Friday, 8am – 7pm AEST)

You can arrange connection by calling our Contact Centre 13 dodo (13 36 36), our friendly sales staff will not only organise your gas or electricity connection they can also discuss your internet and telecommunication needs.

Please have the full address of your new premises, identification, such as your driver's licence number, and at least one contact phone number available. Make sure you give at least two business days notice to allow us time to organise your connection.

You can also complete an online sign up form and our Customer Service team will promptly action your request.

To use our online sign up page click here.

 

If you are not with us, contact your old energy provider to disconnect your old premises and get your final bill.

If you are a Dodo Power and Gas customer, call us on 13 36 36 (Monday – Friday, 8am – 7pm AEST) to disconnect your old premises and connect the new property.  We need a minimum of 3 business days’ notice for a disconnection/connection.  

We can organise to have your meter read at your request (special meter read), however, there is a charge for having this done.  You can organise this by contacting our call centre on 13 36 36 (Monday – Friday, 8am – 7pm AEST).

We would be happy to arrange an appointment for a special meter read at your premises. This can take place anytime during business hours, Monday to Friday.  Appointment dates and times are set by your distributor so we may not be able to accommodate all requested timeframes.

Click the link Additional Retail Charges

On page 1 you will find your account summary which contains

  • Unpaid balance carried forward from previous bill
  • Payments received during the billing period
  • New charges for the billing period
  • Pay on time discount (if applicable)
  • Amount due or Credit balance
  • Due date

On page 2 you will find the new charges breakdown which contains

  • Days the billing period covers
  • Kilowatt hours (kwh) used – for electricity
  • Mega joules (mj) used – for gas
  • Feed-in Tariff for solar returned to the grid
  • Rates
  • Concession and Rebates
  • Fees (declined payment, printed statement, etc)
  • Pay on time discount (if applicable)

Page 3 contains 

  • Daily average usage
  • Electricity usage benchmark
  • Payments received
  • Plan details

Page 4 contains

  • Contact details for 
    • Translation and interpreter services
    • Payment assistance
    • Concession 
    • Moving home
    • Complaints
    • Ombudsman service
    • Dodo customer service
    • Payment options

You can set up or amend your direct debit payments by

To cancel your direct debit payments,

  • Call us on 13 36 36 (Monday – Friday, 8am – 7pm AEST)

Remember

  • You need to provide us at least 3 business days to set up, amend or cancel your direct debit payment.
  • There is no charge on direct debit payments made from a MasterCard or Visa, or from a bank account.

You can transfer you electricity or gas to Dodo by

Please ensure you have the full address of your premises, identification (such as your driver’s license) and an energy bill.

If you are moving home, you can contact our Customer Service team.

We recommend that you provide us with at least 3 business days’ notice to organise your electricity and gas connection.

Your bill frequency varies depending on the fuel type and the state you live in.

  • Natural gas is typically billed quarterly in NSW and every two months in Victoria.
  • Electricity is billed quarterly in NSW, SA and Queensland.  If you live in Victoria and have a remotely read smart meter, you can receive a monthly bill.  If you would like to switch to a monthly bill, call us on 13 36 36 (Monday – Friday, 8am – 7pm AEST).

You can receive your bill 

  • Electronically – you will be sent an email letting you know that you can view your bill via my.dodo.com.  There are no fees for eBills.
  • In the mail – you can choose to receive a printed bill, however, there is a printed bill fee applicable (except in NSW).

Click the link for Additional Retail Charges

For more information to move your internet connection click here.

You can set up or amend your direct debit payments by

To cancel your direct debit payments,

  • Call us on 13 36 36 (Monday – Friday, 8am – 7pm AEST)

Remember

  • You need to provide us at least 3 business days to set up, amend or cancel your direct debit payment
  • There is no charge on direct debit payments made from a MasterCard or Visa, or from a bank account

If you are experiencing financial difficulties, please click here to review our policy 

If you moving home or premises, you need to notify Dodo Power and Gas at least 3 business days in advance of your move.

Existing Customers – please call us on 13 36 36 (Monday – Friday, 8am – 7pm AEST) and provide us with the following information.

  • Date for disconnection of services to your existing property
  • Date for connection of services to your new property
  • Address of your new property
  • Your identification details for authentication

New Customers – please call us on 13 36 36 (Monday – Friday, 8am – 7pm AEST) and provide us with the following information.

  • Date for connection of services to your new property
  • Address of your new property
  • Your identification details for authentication

Make sure that there is clear access to your electricity and gas meters and remember to set you main electrical switch to “off”, so we can complete your request safely.

If someone in your household has Life Support Equipment, it’s important to plan for unexpected energy outages.  Contact us to register your life support machine. 

Please click here to download Life Support and Medical Heating/Cooling Forms.   Please complete the form and have a medical practitioner sign the appropriate form and return to it to Dodo Power & Gas at:

Dodo Power & Gas (Life Support) 
PO Box 631 Collins St West,
Melbourne VIC 8007.

If you have any questions, you can contact us on live chat at https://dodo.com/livechat, or call us on 13 36 36 (Monday - Friday, 8am-7pm AEST).