Why is my bill estimated?
You may be on monthly estimated billing, where we send you an invoice each month. Your meter is read every 3 months and when an actual read is obtained by your distributor, the usage is corrected to align with your usage.
If the meter reader cannot access your meter, or has not provided Sumo with your meter data, your bill may be based on an estimated read. Estimated reads are identified on your bill
How to prevent receiving an estimated bill?
Your responsibility is to provide safe and unhindered access to the meter on the day it is due to be read, which is shown on page 2 of your bill. To do this, you may need to:
- Keep pets inside
- Clear any bushes or trees away from the meter
- Leave any gates unlocked
I’ve received an estimated bill, what do I do?
If you have received an estimated bill and have basic or ‘analogue’, Sumo can reissue the bill based on a read taken by you. To arrange this, you will need to:
- For electricity meters, confirm that your meter is an ‘analogue’ meter (also known as a basic meter), rather than a digital or smart meter
- For Electricity – Register/log in to the Sumo customer portal - you can submit a self-read under on the ‘Plan & Usage’ page.
- For Gas -
- Take a photo of the meter – follow the instructions below on how to read different types of meters
- Send the picture of your meter to: meterread@sumo.com.au before the due date of the bill. Please ensure you include your account number in your email. If accepted, we will issue you a new invoice based on your self-read.
How to read the meter
Sumo will accept a self-read of your meter if you provide it to us before the due date on your bill.
There are different types of gas and electricity meters. Please see details below of how to read different types of meters:
Gas Meters
Gas meters display usage in either metric or imperial units. Metric gas meters are the most common. Imperial gas meters are an older style meter.
To take a meter reading, record the numbers and decimal point reading from left to right.
Imperial gas meters measure usage in ‘cubic feet’ which will be displayed on the meter’s clock face. The dials on the clock face have hands that rotate in alternating directions. To take a meter reading, write down the number towards which the hand is pointing on the first four dials from left to right, if the hand is between two numbers always select the lower number. When the hand looks like it is directly on the number, look to the dial on the right. If the dial has passed “0” use the number that the hand is on. If the dial on the right has not passed “0”, use the number less than what the hand is on. The number below is “0151”.
Electricity meters
Read the meter from left to right. Include the number after the decimal point if there is one on the meter.
Accepting your read
Sometimes, a read that you provide does not meet Sumo’s requirements and we cannot adjust the estimated bill. The main reasons that we would not accept your read are:
- You have provided a photo of the meter and the read is not clearly visible
- You have provided a photo of the meter or the numerical read and the meter number does not match our records
- The read that you have provided is less than the last actual read taken from your meter
- If the request for the bill to be adjusted comes after the payment due date on the bill
Reissuing your bill
Once your self read is accepted – we will issue you a new invoice with an updates billing period, amount and due date. It may take up to 10 business days for your invoice to be reissued.
What happens if we don’t accept the read you have provided?
If we don’t accept your read, we will notify you in writing and specify the reason the read hasn’t been accepted. If you are dissatisfied because we did not accept the read, please review our Complaint and Dispute Handling Policy – Energy