When you agree to a contract with a new retailer, it will send you a welcome pack or copy of your contract, but this doesn’t mean your account has been transferred. Your new retailer should discuss an expected transfer date with you. The transfer could happen within several business days if you have a smart meter, but the date options may be different if your meter needs to be manually read every quarter by a meter reader. For example, your new retailer may arrange for the transfer to happen based on an estimated meter read or a meter read that has already happened in the past few months.

Your new retailer must notify you of any delay if the transfer does not occur by the expected date. If you think the transfer is taking too long, contact your new retailer and ask why. If your transfer is significantly delayed, or cancelled, you will still need to pay the retailer that is billing your premises for the energy you have used.

When your account has transferred you should receive a final bill from your previous retailer. If you do not receive a final bill, contact your previous retailer and ask why. If you do not pay the final bill, the debt may be referred to a debt collector or be listed as a default on your credit file.

If you believe your transfer is taking too long, contact your new retailer and ask why. If they are unable to help you, or you are unhappy with their response, contact us.

Contact your retailer immediately if you receive:

  • a letter from another retailer advising that you are now their customer, or
  • an unrequested ‘final account’ from your usual retailer.

Unwanted transfers

Sometimes accounts are transferred in error and customers can be significantly inconvenienced.

We have received complaints where customers:

  • have been disconnected in error when a transfer doesn't go smoothly
  • cannot find out who their new retailer is
  • cannot discuss their cancelled account with the new retailer due to privacy reasons.

If you are unable to resolve an unwanted transfer with the new retailer or your usual retailer, contact us.

Marketing to others in your household

If someone else in your household agrees to a contract, it may mean that your existing account will be closed. If this happens without your consent, you or the person who agreed to the contract can ask for it to be cancelled. If you have problems with this, you can call us for help.

Advocates, carers and power of attorney

Even if you have responsibility for managing the affairs of another person, a marketer may set up a contract with that person if they consent. If you later contact the company and explain this and they decline to cancel the contract, you can call us for help.