If you have found an offer that you are
interested in:
- make a note of the name of the offer and the retailer
- contact the retailer to confirm that the offer is still
available and is open to you
- ask the retailer to send you information on the offer which
includes the tariff, contract and key terms and conditions. You
should not feel pressured to accept an offer or agree to a market
contract on the spot.
- Before you agree to enter a new contract you should:
- compare the prices and services offered to those you currently
pay and those offered by other retailers (eg, by using the on-line
energy price comparison website),
- carefully read the contract and terms and conditions (see
checklist below for things to consider), and
- consider if you will be charged any termination or
disconnection fees under your current energy contract. (You may
need to contact your current retailer to find this out).
- You may also want to ask someone you trust or an independent
advisor to review the terms of the contract.
Energy contract checklist
The Energy & Water Ombudsman NSW (EWON) suggests
you consider the following before signing a contract:
- How long does the contract last?
- What happens when the contract expires?
- What happens if you move house?
- Will you have to pay termination or disconnection fees if you
end the contract early?
- Will you have to pay a security deposit? If so, how much will
it be?
- What tariff or rate will you be charged for the energy you
use?
- Which part of the rate is fixed and which part is subject to
change?
- Are there any late payment fees or other account charges?
- How often will you receive a bill?
- What payment options are available (eg, BPAY, Centrepay, direct
debit, post office)?
- Are GreenPower products available? How much extra will they
cost?
- Have your pension, Commonwealth Health Care Card, life support
or rebate details been noted?
10 day cooling off period
Once you do agree to a contract, you have 10 days to reconsider
your decision (known as the cooling off period). If you change your
mind, contact your retailer within this period and you can withdraw
from the contract without penalty.
The transfer process
If you take up a contract with a new retailer, it may be a few
months before you are transferred to that retailer. This is because
the transfer may not be completed until after your next scheduled
meter reading. Once the transfer is complete, you should receive a
final bill from your old retailer. If you believe your transfer is
taking too long, contact your new retailer and ask why. If the
retailer is unable to help you, or you are unhappy with its
response, contact the Energy
& Water Ombudsman NSW on freecall 1800 246 545.
If you change retailers and you currently receive the NSW Energy
Rebate, the Life Support Rebate and/or the Medical Energy Rebate,
you will need to reapply for the rebate/s with your new
retailer.
Marketing
Marketers working for NSW energy retailers (including those who
come to your door, or call you on the phone) must abide by the
NSW Energy Marketing Code of Conduct. Among other things, this
means they must not mislead you, or continue their marketing
efforts after you have indicated that you are not interested. They
must also provide you with certain information, including that you
have a right to be supplied under a regulated (or standard)
contract, how the market or negotiated contract they are offering
differs from a regulated contract, and that there is a 10 day
cooling off period.
If you believe an energy marketer has misled you or pressured
you in any way, contact the retailer they represent to complain.
You can also ask the Energy &
Water Ombudsman NSW (EWON) to investigate the matter. EWON will
take up the issue with the retailer concerned and advise the
authorities (including IPART) about any breaches of the Marketing
Code of Conduct. EWON can be contacted on freecall 1800 246
545.