What to do when I find an offer I'm interested in?

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.