It's a competitive market 

We get it. Retail energy is a competitive market and there is a lot to understand about getting connected to services and making sure you are getting the best deal for your circumstances. 

Here's some information to help you navigate the market. Call or email us through our Energy Made Easy service if we can be of assistance. 

First-time connection

If you are needing to establish a new connection to the electricity network (for example, if you build a new home), your "local area retailer" is the default authorised retailer who must provide you with an energy contract.

Who your "local area retailer" is depends on your location and which distribution network supplies you. 

The states and territories listed below are those that have adopted the National Energy Retail Law. 

For Victorian consumers, please go the Essential Services Commission Victoria for information and advice. 

ActewAGL is the local area retailer for electricity customers in the ACT.

There are three local area retailers for electricity customers in New South Wales. Who your local area retailer is depends on which distribution network supplies electricity to your property. If you are unsure which of the listed distribution companies supplies your property, you can find the information on your bill or, if you are supplied by an embedded network, ask your onseller/embedded network operator which distribution network supplies the embedded network.

  • Origin Energy is the local area retailer for customers within the Essential Energy distribution network (country and regional NSW).
  • Origin Energy is the local area retailer for customers within the Endeavour Energy distribution network (southern and western metropolitan Sydney and surrounds including the Blue Mountains and the Illawarra).
  • EnergyAustralia is the local area retailer for customers within the Ausgrid distribution network (inner, northern and eastern metropolitan Sydney and surrounds).
  • ActewAGL is the local area retailer for customers within the ActewAGL distribution network (near the ACT border).

There are three local area retailers for electricity customers in Queensland. Who your local area retailer is depends on which distribution network supplies electricity to your property. If you are unsure which of the listed distribution companies supplies your property, you can find the information on your bill or, if you are supplied by an embedded network, ask your onseller/embedded network operator which distribution network supplies the embedded network.

  • Origin Energy is the local area retailer for customers within the Energex distribution network (south east Queensland).
  • Origin Energy is the local area retailer for customers supplied by Essential Energy within the Ergon Energy distribution network (parts of southern Queensland).
  • Ergon Energy Retail is the local area retailer for customers within the Ergon Energy distribution network (regional Queensland).

 

AGL is the local area retailer for electricity customers in South Australia.

Aurora is the local area retailer for electricity customers in Tasmania.

You're an established customer

As an energy consumer, it’s important for you to shop around before choosing a gas or electricity offer that works best for your household. 

Energy retailers sell energy to you and bill you for the service.  

Here are some key things to consider when you start shopping around:  

  • Check with your current energy retailer to see if you can get a better deal from them. 
     
  • Before you start your search it’s a good idea to have copies of your last few bills. This will tell you how much energy you use and the price you currently pay which will make it easier to compare other offers. It also helps to know the name of your current offer or tariff – check with your retailer if you don’t know. 
     
  • If you are on a fixed term contract check whether you will be charged a fee to switch energy retailers. 
     
  • Speak to your landlord or housing association if you live in rental accommodation, as tenancy arrangements might affect whether you can switch retailers. 
     
  • If you choose to switch to a new energy retailer, you will have to sign a contract. You should read the terms and conditions of the contract carefully, ask for clarification if you don’t understand something and consider if the contract is right for you. 
     
  • If you decide to change your mind about a new contract, you have 10 business days from the date you signed the contract with your new retailer, to cancel without incurring any fees.  
     
  • Make sure that after you switch retailers you arrange to pay your final bill and any outstanding amounts you owe to your old retailer. 
     
  • Remember that even if you do switch energy retails you will still have the same electricity and gas supply to your property. The distributor, the company who owns the poles, wires and pipes connecting your property to the network, will not change. 

Comparison tools help you compare the price of different energy plans and make an informed decision about which offer best suits your needs. 

Usually you enter information about where you live and your current energy usage into the website and it will use this to identify and compare the prices of different energy plans available to you. It is then up to you to contact your chosen retailer to arrange your new energy contract. 

For QLD, NSW, ACT, SA and TAS: Comparing energy plans is easy with our free energy and independent energy price comparison service Energy Made Easy. 
 
For VIC: Visit the state-government run energy price comparison website.

What about other commercial switching sites?

Commercial switching services will offer to find you a better deal for your energy service. Similar to comparison services you will need to provide them with information about your current energy bills and usage. You can normally do this online or by phone.

The switching service will then cancel your existing agreement and sign you up to the new retailer that you have chosen. It is important to know that some switching services have preferred retailers and may also receive a commission from retailers for switching customers to them.

It is important to remember that switching services do not always compare all offers from energy retailers and you may not be provided with the best offer available for you.

Switching energy retailers is one way to get a deal that works better for you. A common tactic to get consumers to switch energy retailers is by salespeople offering you deals over the phone or at your home. Remember that you have specific protections under the law when it comes to salespeople either in person or over the phone.  

If you are approached by a salesperson:  

  1. Ask for identification – by law a salesperson must show you ID and tell you the purpose of the visit/reason for the call. 
  2. Your signature is valuable. If you are thinking of switching retailers, make sure you read what you are signing carefully and don’t be pressured into signing on the spot. Salespeople might claim they are making you a ‘limited offer’ and insist that you need to accept the offer today. Ask yourself ‘is this the best deal for me?’ and ‘do I have enough information to decide right now?’. 
  3. If you sign but you change your mind you have 10 business days to cancel the contract at no cost. 

Energy telemarketers may only contact you between specified times. If you do not wish to receive phone calls from telemarketers you can register your number on the Australian Government's Do Not Call Register. Your number will remain on the register for six years. 

If you wish to make a complaint about a salesperson, visit our Make a Complaint page.

While you can stay with your old meter, please talk with your retailer if you are interested in getting a smart meter installed.  

If you are moving house, follow these tips to make it a smooth transition for you and your energy retailer.

  • Give at least 3 days notice to your retailer that you are changing address, that way the disconnection and reconnection will go smoothly. You may be required to give a longer period of notice, so talk to your retailer about what you need to do. 
     
  • You may have to pay an early termination fee if your old contract is for a fixed term and can’t be transferred to your new address. 
     
  • If you are in a share house and the account is in your name, it is important to notify your retailer of your change of address and to arrange for one of the other occupants to take over responsibility for the account at your old address.  
     
  • Even if you find that your new property is still connected when you move in, you still need to contact a retailer to set up your contract and account. 
     
  • Remember, if you don’t cancel the contract, you may be charged for energy that is used at your old address after you have left.  

Smart meters (also known as advanced meters or ‘type 4’ meters) are becoming the standard in residential energy services, bringing you real time data on your energy usage, providing more accurate readings, and giving you more control over your energy usage. 

New houses are being equipped with the technology and customers can request smart meters to be installed to replace old meters. 

Related content

Useful contacts

There are some useful contacts available to energy consumers needing additional information or wanting to make a complaint.
Page

Make a complaint

Learn more about the number of steps you can take if you are having a problem with your energy service, retailer or distributor.
Page

Consumer fact sheets

The AER produces a range of energy related fact sheets for consumers that you can download, view and print.
Page

Your energy rights

Learn more about your rights under the National Energy Retail Law.
Page