ENERGY

GST is included in your gas and electricity rates; the GST amount is mentioned separately.  There may be instances when GST is not included such as $ credits.

You can request for a refund online!

  • Log on to my.dodo.com 
    • Go to Billing and Payment in top navigation panel
    • Click on Credit Overview
    • Select the account you wish to request a refund for
    • Enter the amount you wish to be refunded
    • You’ll receive an SMS once refund is approved
    • The refund will be credited to your BSB

How do I arrange to get my electricity connected?

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.

 

Please tell us if you have any concerns or complaints about our service. We at Dodo are committed to providing excellent customer service. To do that we need to know where things are going wrong, and we need you to help us.

Please tell us about any concerns, problems, or complaints you may have about our products or services. We also welcome any helpful comments or compliments you may want to make about our staff or products. We take your feedback seriously, as we think it is the best way for us to identify and correct our problems, all of which will help improve our service to you.

If you change your mind after entering into a contract you can change your mind without penalty for a certain period after you have entered the contract (called "cooling off"). Generally, you have 10 business days to cancel a market contract, without incurring any fees or charges.

If you cancel a market contract within this "cooling-off" period, you will continue to be charged for the energy you use under the terms of your existing energy contract.

If you’d like to discuss the amount due on your account, call us on 13 36 36 (Monday – Friday, 8am – 7pm AEST) at least three business days before your direct debit is due.

There are several convenient ways that you can pay your electricity or gas account.  Choose from the following options.

Direct debit is an easy way to ensure that your bills are paid on time and guarantee your pay by due date discounts (if applicable).  You will receive your bill to review before the payment is automatically deducted.

Online 

  • Direct debit from your credit card, debit card or bank account using my.dodo.com (Direct debits from a Visa or MasterCard or your bank account are free of charge).
  • BPAY – use Biller Code 126326 and the reference number on your bill.

In Person

  • Pay at any Post Office (ensure you take the last page of your invoice which has the bar code).

Some payment channels attract a transaction fee.    

Click the link for Additional Retail Charges

Please ensure that there is clear access to your electricity and gas meters, remember to set your main electrical switch to off, so we can complete your request safely.

If you don’t have access to your new property yet, contact your real estate agent to turn the main switch off.
If in Queensland, you will need a Visual Safety Inspection.

Your registration is specific to your current address.  If you move to a new property, you will need to contact us to reapply to have your Life Support Equipment registered at your new address.

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)

If you have organised your move with us and there is no electricity or gas at your new premises, please contact us on 13 36 36 (Monday – Friday, 8am – 7pm AEST).

If you have not arranged your move, you can do so by contacting us on 13 36 36 (Monday – Friday, 8am – 7pm AEST) so we can start the process as quickly as possible for you.

A special meter read is a read by appointment.  You can organise a special meter read by contacting us on 13 36 36 (Monday – Friday, 8am – 7pm AEST) . You will be charged a fee for this service.

Click the link Additional Retail Charges

If you have a smart meter, the bill you receive will be based on an actual read.  If you have a basic meter, the bill you receive will have either an actual or an estimated read.  In most cases your meter reading will be based on the actual amount of electricity used.  However, if your meter cannot be accessed or read, you will receive an estimate.

All energy retailers include a best offer notification on the front of the bills of Victorian customers.  This message will inform you whether or not you are on the best priced advertised plan that is available from us.  You will be notified if you can save more than $22 (including GST) annually & can take up this offer by  emailing us at [email protected] or going to dodo.com/energy 
The best offer notification message you get will be based on your energy usage over the past 12 months or an estimate if we don’t have 12 months usage. 

Your reasons for choosing a particular supplier can be varied but there are some important factors to consider.


Rates/Tariffs/Prices.

Your gas or electricity bill is calculated using several different components. These include distribution charges, regulated market charges, supply charges and GST as well as the cost of the energy used. When you compare different rates it is important you take into account all aspects of your bill.


Payment options.

Do the payment options the retailer offers suit your financial situation.


Service.

With today's fast paced lifestyle you want to know you are going to receive good service no matter whom you are dealing with. You need to know you will get a fast, reliable response when you have a question, or want advice or information.


Other Considerations.

Some of the other things to look for when comparing energy offers are any early termination or exit fees that may apply, and any other discounts, charges and services which will be included in the market contract.

If your supply is disrupted or interrupted or you are experiencing any type of fault or failure, you should contact the faults number on your bill. If you cannot find that number then call us on 13 dodo (13 36 36) and we will transfer you to your distributor. If you call outside our business hours of 8am-6pm you will be transferred to the National Response Centre.

Click here to go to the Victorian Distributor information page.

Market contract.

A market contract is a contract negotiated between you and a retailer. Unlike a deemed or standing offer contracts, the Essential Services Commission does not oversee the terms and conditions, and the prices do not have to be published by the retailer. Market contracts may have a fixed term (generally between one and three years).


Standing Offer contract.

This is a contract where the contract terms are approved by the Essential Services Commission and at prices that are periodically published by each retailer and are available on their websites. Standing Offer contracts must be offered to you by the retailer who is Financially Responsible for the energy supplied to the meter, where you do not want to have a Market contract with a retailer of your choice.

If you do not know who is responsible is for your meter, you can call your distributor, who is able to determine which retailer is responsible.


Deemed contract.

This is the type of contract you will be on if move into a premises, start consuming energy, and do not enter into a specific contract with a retailer. A deemed contract will be between you and the retailer who is Financially Responsible for the meter at the premise.

Deemed and Standing Contracts have Terms and Conditions that are approved by the Essential Services Commission and prices that are periodically published by each retailer and are available on their websites.


Dual fuel contract.

Dual fuel contracts are a special type of market contract where you buy your gas and electricity from one retailer and your billing cycles for gas and electricity are synchronised. Dodo Electricity & Gas does not offer dual fuel contracts.

If there are insufficient funds in your account, your payment will default which may incur a dishonour fee.  

If you usually pay your bill by direct debit, it is important that you notify us at least three days before your payment is due.  Give us a call on 13 36 36 (Monday – Friday, 8am – 7pm AEST).

If you don’t have a smart meter that can be read remotely, your meter needs to be read in person. Sometimes the meter reader may have issues accessing your meter.  This usually happens if you meter has been installed indoors, is behind a locked gate or is guarded by a pet pooch.

The best way to avoid an estimated read is to make sure there’s always easy and safe access to your meter.

We understand that a bill that appears higher than expected can be a shock.  Bill increases may be due to lifestyle changes such as installing air conditioners or a pool or moving to a bigger home.  Listed below are some factors that could be the reason for this increase.

  • Seasonal – Heating your home in winter and cooling your home in summer increases your energy usage.  Compare your bills from the same time of the year to track these periods where your usage is usually higher.
  • Moving home – if you have moved recently, your new home may be larger or less energy efficient than your previous home.  It may have different types of cooling or heating.
  • Additional people – visitors, a new baby, even school holidays could result in an increased usage.
  • Appliances – Have you recently purchased a new or larger appliance?  Are there any faulty or old appliances that could be using more energy?  To find how much energy your appliances use, visit https://www.energyrating.gov.au/calculator 
  • Bill period – Check that you are comparing bills with the same number of days in a billing period.
  • Previous bill – is there a balance that has been carried forward from your previous bill?
  • Estimated bill – is your bill estimated?  To see if you have been issued an estimated bill, check your invoice.
  • Concessions and discounts – check your entitlements and the expiration of rebates, concessions and discounts.  Some concessions are seasonal and will not be applied to every bill.
  • Is your meter number correct?  Ensure that the meter number on your bill matches the meter number on the meter.  If you notice a discrepancy, give us a call on 13 36 36. (Monday – Friday, 8am – 7pm AEST).

Read our energy tips on how you can save energy and lower your bills. (read our energy tips)

Options: 

If you feel the meter has not been read accurately, we recommend the following options:

  • Read your meter, check to see if your current reading is more than the reading on your bill. If it is less than the reading on your bill then call us.
  • You can call us to request a special meter reading, which will require the meter reader to return to your property to read the meter again. A fee may be charged if you proceed with this option and the meter reading is found to be correct.
  • After all other options have been exhausted you can request the meter to be tested. A fee may apply for this test which will only be charged if it is deemed that there is nothing wrong with the meter. 

Dodo is a one stop shop that provides customers with a number of essential services including electricity, gas, internet and mobile.  Customers can save with a bundled internet service.

From competitive pricing to flexible payment options, Dodo Power & Gas offers customers value for money.

Click https://www.dodo.com/energy to view our plans.

If you have a complaint relating to our service, please contact us and we will respond quickly and work to satisfy your concerns. 

Dodo Power & Gas aims to resolve all telephone enquiries and complaints at the initial contact stage. If we are unable to do so, we will notify you immediately and advise you when the matter is resolved. All written enquiries are answered within five business days.

 

Please call us on call 13 dodo (13 36 36) and let one of our customer service representatives know about your problem or complaint. We will try to resolve your problem right away, and if we cannot, we will take steps to get the problem resolved as quickly as possible. We will acknowledge receipt of your written (mail/fax/email) complaint within 48 working hours. We will seek to provide a fair and reasonable resolution in a welcoming and courteous manner at the first contact. In the event we are unable to resolve your complaint at first contact, we will explain why and give you a timeframe if at all possible. We will also advise you of our follow up processes to keep you informed of the progress of your complaint.

[email protected] - Enquiries and Complaints If you have a complaint that you would like resolved, you can e-mail this address. Please provide your username, account number, date of birth, contact phone number, your address, and details of your complaint.

[email protected] - Privacy complaints If your complaint relates to how we have collected, held, used or disclosed personal information, or you wish to know what personal information we hold about you, please address your complaint our Privacy Compliance Officer.

You can also send us a letter detailing your concern or complaint to:

Dodo Power & Gas Complaints Team
P.O. Box 631
Collins St West VIC 8007

Remember - we are always happy to provide you with a written response, all you need to do is ask.

If you are unhappy with our efforts to resolve your complaint or problem, then you have the right to ask to have your complaint referred to a higher level within our customer service centre. We will have one of our complaint managers review your problem and provide you with a prompt response. You can also get an independent review of your complaint. If you remain unhappy with our resolution of your complaint, you also have the right to refer the complaint to the Energy Ombudsman for your State. The Energy Ombudsman service is a free and independent alternative dispute resolution scheme for small business and residential consumers who have a complaint about their electricity or gas service.

Energy and Water Ombudsman
(for complaints you can't resolve with Dodo Power & Gas)

Energy and Water Ombudsman (Victoria) Ltd (EWOV)
Freecall: 1800 500 509 Freefax: 1800 500 549
Interpreter services: 131 450 National Relay Service: 133 677 
Email: [email protected] 
Mail: GPO Box 469 Melbourne VIC 3001

Energy and Water Ombudsman (NSW) Ltd (EWON)
Freecall: 1800 246 545 Freefax: 1800 812 291
Interpreter services 131 450 National Relay Service 133 677
Email: [email protected]
Freepost: Reply Paid 86550, Sydney South NSW 1234

Energy and Water Ombudsman Queensland (EWOQ)
Freecall: 1800 662 837 (calls from mobile phones may attract charges)
E-mail: [email protected]
Fax: (07) 3087 9477
Write to: PO Box 3640, South Brisbane BC, Qld 4101

Energy and Water Ombudsman South Australia (EWOSA)
Freecall: 1800 665 565 (calls from mobile phones may attract charges)
E-mail: [email protected]
Free Fax: 1800 665 165
Write to: GPO Box 2947 Adelaide 5001