FAQ
What is a standing contract?
A standing contract is a basic type of retail energy contract that is available if you do not want to accept a market contract. Its terms and conditions are set by the Essential Services Commission of SA (ESCOSA) under the Energy Retail Code and cannot be altered by the energy retailer. AGL is the energy retail company that has standing contracts for electricity and Origin Energy for gas.
What is a market contract?
A market contract is a retail energy contract that varies from the regulated terms and conditions of the standing contract. Market contracts must still comply with the consumer protection requirements specified by the Energy Retail Code. However, tariffs, fees, discounts and other conditions are not regulated.
What is a default contract?
A default contract applies if you start using electricity or gas at your supply address without first entering into a standing or market contract. The last retailer to have a contract with a customer at that address will be the default retailer responsible for billing you. While default contracts are approved by the Essential Services Commission, the rates may be higher than standing regulated rates.
What is energy retail competition?
Energy retail competition means that other energy retailers can compete with your existing retailer to sell electricity or gas to households and small businesses. Energy companies may market customers door to door, by mail, electronic means or by telephone.
Can I choose my own energy retail company?
Yes you can. The energy market was deregulated in 2003. This means a customer can choose any of the licensed retailers in South Australia. Be sure to read the terms and conditions before the cooling off period ends to avoid any penalties.
When can I change my energy retail company?
Generally you can change energy retailers only on your next scheduled meter reading date - provided there is safe and unimpeded access to the meter and an actual meter reading is obtained. However, special arrangements can be made between you and your energy company.
What should I consider before changing my energy retail company?
Before deciding to change energy companies, check the terms and conditions of any existing contract that you may be on in case fees are applicable. It is useful to have some knowledge about your energy usage - so keep your energy bills to help you work out how much electricity and gas you use. The Essential Services Commision of SA (ESCOSA) has a comparison service that enables customers to compare their retail electricity, gas and dual-fuel offers online or by telephone. Ring ESCOSA's comparison service on freecall 1800 226 100 or use the "estimator" on their website www.escosa.sa.gov.au. Once you have made your decision, contact your chosen energy company to discuss it further.
Do I have to sign a contract for it to be legal?
No. However, when you enter into a market contract you must give your explicit informed consent – that is your permission, either written or verbal. Energy retail companies are required by ESCOSA to keep records of any explicit informed consent for two years.
Can my account be transferred to another energy retail company without my consent?
No. You must give explicit informed consent for your account to be transferred.
How can the Energy Industry Ombudsman SA help if I have a complaint?
The Ombudsman's office can assist with your gas or electricity complaint by referring the matter to a higher level at your energy company, provided you have tried to resolve the matter directly with them in the first instance. If you still remain dissatisfied, an Investigation Officer at the Ombudsman's office can carry out an independent investigation into your complaint and provide you with a written resolution.
Can the Ombudsman help me with my friends’, parent's or child's complaint?
Yes – but you must be authorised on their account, have Power of Attorney, or have completed an Authority to Act form.
What is an energy retailer?
An energy retailer is a licensed energy company that sells energy to customers.
Those companies are:
AGL
Aurora Energy
Country Energy
Momentum Energy
Origin Energy
Powerdirect
Red Energy
Simply Energy
South Australia Electricity
TRUenergy
What is a distributor?
A distributor is the company that owns and maintains the infrastructure but does not sell gas or electricity. Distributors own, and are responsible for reading the meters at your property. ETSA Utilities is the electricity distributor and Envestra is the gas distributor in South Australia. Any enquiry concerning reading of your meter should in the first instance be directed to your energy retail company (the company that sends you the bills).
What if I have a complaint about installation of an appliance?
It is not within the Ombudsman's jurisdiction to handle this type of complaint (see What we do). Instead, such complaints should be referred to Consumer Affairs.
What if I have a complaint about my appliances?
It is not within the Ombudsman's jurisdiction to handle a complaint of this nature (see What we do) and it should be referred to Consumer Affairs.
What if I have a complaint about LPG gas/gas bottles?
It is not within the Ombudsman's jurisdiction to handle a complaint of this nature (see What we do) and it should be referred to Consumer Affairs.
What if I have a complaint about an electrician or a gas fitter?
It is not within the Ombudsman's jurisdiction to handle a complaint of this nature (see What we do) and it should be referred to Consumer Affairs.
How often should my meter be read?
For residential properties your meter should be read quarterly. However, actual meter data is to be obtained at least once in each 12 month period.
Why has my bill been estimated?
If your meter reading has been estimated it is most likely because there was no access to the meter. Some reasons for this are: locked gate; no one home; dog on property; or access blocked. However, on occasion the meter may be misread, resulting in an estimated reading. Customers are obligated to provide safe and convenient access to meters at all times.
When can a meter reader access my property and do they need my authority before entering?
An electricity or gas officer may, at any reasonable time, enter
a customer supply address to read, repair, replace or check
the accuracy of a meter. The officer does not need your authorisation before entering. If access is not obtained, it will result in you receiving an estimated bill. Customers are obligated to provide safe and convenient access to the meters at all times.
If I can’t pay my bill what can I do?
You should contact your energy retail company immediately to discuss payment options. If you have entered into a payment arrangement it is important that you maintain it. Failure to do so may result in disconnection and/or debt collection action.