When they answer i just ask straight away to be put through to the resolutions team in Melbourne and they usually do it no questions asked. Even if its a small issue they then seem to solve it right away.
Cheers Phil, Here is some more info on the subject. Main point being, know your last proper meter read and dont let it go below that. https://www.solarquotes.com.au/blog/electricity-meter-runs-backwards/