Opening and closing an account

Moving in or out

You must tell your electricity, gas or water provider when you move in or out of a property. 

You can usually open or close an account by phone or online. 

When you open an account, you need to: 

• give your name and address  
• give proof of who you are  
• make sure the meter can be accessed  
• tell your provider if you can get any rebates  
• make sure anyone who needs access to the account is named on it. 

When you close your account, you should: 

• give the retailer at least five days to process your request  
• give your new address to the retailer if you are moving. 

You may have to pay for energy used at a property while the account is in your name. This can happen even if you no longer live there. Make sure your name is taken off the account when you move. 

It is also a good idea to write down the meter reading when you move in or out. You can also take a photo of the meter. This may help if there is a problem with your account later.

What if I do not setup an account?

If you do not open an account, you may get bills or letters addressed to “Customer” or “Occupant”. 

These will come from the retailer that has the billing rights for the property. 

The retailer will ask you to contact them to open an account. 

If you do not act, your supply may be disconnected. 

You will need to pay for energy you used from the date you moved in. 

Tips for choosing an energy retailer

You can buy electricity and gas from the standard retailer in your area. 

You can also choose a market contract with another licensed retailer. 

To find a retailer or compare prices, visit energymadeeasy.gov.au. 

You can contact retailers to ask what they offer. 

Take your time. Read the terms and conditions before you agree to anything. 

Choose an offer that suits your needs and budget. 

Notifying retailers when someone dies

The Australian Death Notification Service lets you tell many organisations when someone has died. 

This can help close or move their accounts. 

Some energy and water companies use this service. 

You can find out more on the Australian Death Notification Service website. 

Customer stories

You can find case studies about customers. We helped them open and close accounts.