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Fees for the late payment of bills, marketed as 'pay-on-time discounts',
have proliferated in energy offers. And while many of us see a 'discount'
as something attractive, the truth is the higher the discount, the higher
the penalty if you don't pay on time.
CHOICE members Yvonne and Eric from Doncaster East in Melbourne had their
electricity account with EnergyAustralia for years. But when they took up a
new offer with the same company with a pay-on-time discount of 42%, they
were penalised a hefty $213.13 for not paying the first bill by the due
Yvonne tells CHOICE: "The problem was, for years and years on our previous
plan, we had received a paper bill from Energy Australia – so we were
waiting on that in the mail. When it didn't come my husband phoned them,
but it was too late and we missed the discount."
In reality, Yvonne didn't 'miss a discount'. She and her husband copped a
stinging late payment fee that increased her total bill by 60% from $354.33
(EnergyAustralia's 'discount' only applied to the usage component of the
bill, not the supply charges.)
What Yvonne and Eric would have paid with a pay-on-time
discount of 42% (on usage only) if they paid by the due
What Yvonne and Eric had to pay when they missed the due
The amount by which the bill increased
$213.13 or 60%
When is a discount really a penalty?
As Yvonne and Eric found out if a discount has conditions attached to it then it becomes a stick rather than a carrot. The energy industry has found
a number of ways to apply penalties dressed up as conditional discounts to
influence how customers are billed and reduce the costs to the company.
Some of these include 'discounts' for direct debits, paperless billing and
signing up online.
For instance, in NSW energy companies are not allowed to charge fees to
those of us who want paper bills sent via the mail, or if we want to pay
our bills at the post office. Yet Origin's Maximiser plan
won't give you an 18% discount unless you pay by
direct debit and opt for paperless billing.
Out of the 5940 gas and electricity retail market offers available in March
2018, 80% use 'discounts' to entice customers and 57% had at least one
conditional offering, according to the Australian Energy Market Commission
(AEMC) in its 2018 review of the market. It found that the use of discounts
increases customer confusion and dissatisfaction with the industry.
The most widespread of these conditional discounts are the pay-on-time
'Pay-on-time discounts' rise as late payment fees are curbed
So called pay-on-time discounts are now the predominant form of competition
among energy retailers, but it wasn't always that way.
In 2010 less than 60% of retailers in Victoria offered deals with
pay-on-time 'discounts', and the highest of these was 12%. By 2017,
however, 90% of Victorian retailers offered pay-on-time discounts – and the
highest was 40%.
In its 2018 Retail Electricity Pricing Inquiry, the ACCC found that
pay-on-time 'discounts' have emerged in response to attempts by government
regulations to constrain late payment fees.
Late payment fees have been banned in Victoria and capped in most states.
In NSW, to protect vulnerable customers, late payment fees are banned for
those who receive low-income rebates or are seeking payment assistance, or
if they've entered into a payment plan. But none of these protections are
in place for people who miss a payment on a deal with a pay-on-time
Late payment fees are usually around $12 , a fraction of the excessive
financial cost of a lost 'discount' that often amounts to hundreds of
The AEMC found that pay-on-time 'discounts' result in an effective 'late
payment fee' for customers, despite late payment fees being banned in
Are so-called 'pay-on-time discounts' fair?
The ACCC report reveals that residential bill payers miss the payment
deadline 27% of the time. That's a big windfall for the energy companies
who design these pay structures, and a big hit to us, the bill payers.
If you missed a payment on your mobile phone bill, would it be fair if the
company whacked another 10–40% on top of the bill? Or if you were in
financial difficulty and unable to pay your water bill by the due date,
should you be penalised?
The price-conscious energy users among us are often attracted to the
heavily promoted 'discounts', and this includes groups that may not always
be able to make the payment by the due date.
The ACCC found that people on an energy payment plan only met the
conditions to get the 'discount' 56% of the time. That means 44% of the
time they had to pay more on their bill, often amounting to hundreds of
Worse still, hardship customers only managed to get the benefit 42% of the
time. Meaning more often than not, they were charged hundreds of dollars
via a late payment penalty.
'Discounts' make it really hard to compare energy deals
Discounts create confusion for customers, because it's not always clear
what price the discount applies to. Every retailer sets its discounts
against whatever set of prices it chooses, often their standing offer.
Standing offers are a default option for consumers who are not actively
watching their bills and looking for better deals. These offers have some
protections built in for consumers who have problems paying their bills.
Yet the ACCC found that retailers are now pricing these standing offers
And these rates are not consistent between the retailers. 'Discount'
percentages are sometimes applied to the supply charge as well as the
electricity usage charge. Other times it's just the usage.
Many discounts have a benefit period (e.g. 12 months or two years). The
ACCC reviewed internal documents produced by retailers and these showed
that a number of the retailers baited customers with competitive deals,
only to move them to a higher priced offer after the benefit period was up.
The ACCC found that customers would be better off taking up plans with
lower discounts tied to lower underlying tariffs.
Example bills for a consumer with 5000kWh of usage each year showing
how hard it is to compare discounts
Source: ACCC analysis, based on hypothetical offers.
Daily charge (c)
Pay on time discount
15% off usage
20% off entire bill
30% off usage
We need fairer energy pricing
CHOICE is campaigning to stop retailers from charging unreasonable late
payment fees disguised as pay-on-time 'discounts'. We're calling for strong
guidelines to prevent misleading marketing of discounts, and better
low-price energy offers.
We support the ACCC's recommendations from the 2018 Retail Pricing Inquiry
abolish the standing offer and replace it with a lower priced default
offer which can be priced no higher than a level determined by the
Australian Energy Regulator
require any advertising of discounts by retailers to be unconditional
and referenced to the default offer rate
restrict conditional discounts to be no more than the reasonable
savings to the retailer from the condition being met.
Help us ban costly late payment fees. Visit campaigns.choice.com.au/late-fees to add your name to our campaign.
Questions to ask your energy retailer when seeking a better deal:
What kind of incentives or deal can you offer me to stay with your
Is the incentive or discount conditional?
Is the incentive for the life of the contract?
Does the discount incentive cover the whole bill?
Which plan has the lowest tariff and usage rates?
What should you do now?
Join our campaign to ban sneaky late fees: campaigns.choice.com.au/late-fees.
Only take a deal with a 'pay on time' discount if you know you'll pay
by the due date. Otherwise, take up a plan with lower underlying