What the 糖心原创 does

  • We monitor electricity prices, profits, and margins in the National Electricity Market (excludes NT and WA).
  • We help protect consumers by enforcing competition and consumer laws.
  • We can take energy companies to court if they mislead consumers.

What the 糖心原创 can't do

  • We don鈥檛 help resolve problems between you and your energy company.

On this page

Billing and financial hardship

If you鈥檙e having trouble paying your bill, contact your energy company and let them know. They are required to assist you if you are experiencing financial hardship.

The Australian Energy Regulator provides more , including your rights and options. The Essential Services Commission provides for Victorian consumers.

If your energy company suggested you change energy suppliers

Some energy companies have recently contacted customers advising that their prices will go up and suggesting that they switch provider.

If your energy company tells you that your prices will go up, make sure you ask them when they will go up and by how much. This will help you make the best decision for your circumstances. Ask your energy company if they have a cheaper offer they can move you on to.

If your energy company goes out of business

Changes in the energy market can result in some companies going out of business. There are protections in place for consumers when this happens.

Consumers in the National Electricity Market (excludes NT and WA)

If your energy company goes out of business:

  • You won鈥檛 be disconnected. You will be transferred to a new energy company who must ensure that your power stays connected.
  • There are maximum prices that your new energy company is allowed to charge you for energy use when you are transferred to them. This is to protect you from unreasonably high fees. However, you may not be on the cheapest plan available to you.
  • Your new energy company will contact you within 5 business days of being transferred to them. You should ask them for details about your current plan and whether they can offer you a better deal.
  • You can also switch energy companies if another company can offer you a cheaper plan. Visit  or to compare offers from all other companies in your area.

Consumers in NT

If your energy company goes out of business:

  • You won鈥檛 be disconnected. You will be transferred to Jacana Energy who must ensure that your power stays connected.
  • Jacana Energy must charge you at prices set by the NT Government. However, you may not be on the cheapest plan available to you.
  • Jacana Energy will contact you within 20 business days of being transferred to them. You should ask them for details about your current plan and whether they can offer you a better deal.

You can also switch energy companies if another company can offer you a cheaper plan. Visit  to find out more about retailers available in the Northern Territory.

Consumers in WA

Consumers in Western Australia should contact the for information about your energy company going out of business. The Economic Regulation Authority also has a .

Resolving problems with your energy company

If you have a problem with your energy company, try talking to them to resolve it.

If you still can鈥檛 resolve it, you can send them your complaint in writing. This way the company is clearly aware of the problem and what you want. It also means that you have a record of what you鈥檝e said.

Find out more about writing a complaint letter or use the complaint letter tool.

If you can鈥檛 resolve the issue with your energy company, contact the Energy Ombudsman in your state or territory. You can find the contact details for your Energy Ombudsman on the of the Energy Made Easy website.

The  can also help you understand more about the different types of plans, what your rights are and what to do if you have a problem. Victorian consumers can find similar on the Essential Services Commission website.

See also

Electricity prices and plans

Electricity Retail Code