Worked Examples and Comparison Checklists
Switching energy retailers: checklist, cooling-off period and what to expect
How switching electricity or gas retailers works in Australia — what to prepare, explicit informed consent, the 10-business-day cooling-off period, door-to-door sales rules and the first bill.
Switching electricity or gas retailer in Australia is usually simple: you choose a plan, give explicit informed consent to the new retailer, and it arranges the transfer with the market operator and your meter. Your supply is not interrupted, and you do not need to cancel with your old retailer. For a new market retail contract you generally have a 10-business-day cooling-off period from when you receive the contract terms, during which you can cancel without an exit fee. The steps that save the most money and trouble are comparing on your own usage first, checking conditional discounts and benefit end dates, transferring concessions, and checking the first and final bills. This guide gives a timeline and a checklist you can follow.
Before you switch
| Task | Why |
|---|---|
| Compare on Energy Made Easy or Victorian Energy Compare with your NMI | Prices plans on your real usage |
| Ask your current retailer for a better plan | You may not need to switch at all |
| Check your current contract for exit fees | Many plans have none, but check |
| Read the new plan's fact sheet | Conditions, benefit periods, price change terms |
| Have concession card details ready | Concessions do not move automatically |
| Note your meter reading (or photo) | Helps resolve disputes about the transfer read |
The comparison method is in the step-by-step guide.
Consent and contract documents
A retailer must get your explicit informed consent before signing you up, and must give you the contract terms and key information about the plan. Keep:
- The confirmation email or letter
- The Basic Plan Information Document (Energy Made Easy regions) or Energy Fact Sheet (Victoria)
- The terms and conditions
- A note of the sales call or the website confirmation page
These help if the first bill does not match what you agreed.
The cooling-off period
Under the National Energy Retail Rules (NSW, Queensland, South Australia, Tasmania and the ACT) and Victoria's Energy Retail Code of Practice, a small customer entering a market retail contract generally has a 10-business-day cooling-off period, which starts when you receive the contract terms. Within that time you can withdraw without penalty.
Illustrative timeline:
| Day | Event |
|---|---|
| Monday (week 1) | You accept a plan online |
| Wednesday (week 1) | Contract terms arrive by email — cooling-off starts |
| Business days counted | Thursday, Friday, then Monday–Friday week 2, Monday–Wednesday week 3 (skip public holidays) |
| Wednesday (week 3) | Last day of cooling-off in this example — act earlier if unsure how your retailer counts |
To cancel, contact the new retailer in writing (email is fine) and keep a copy. If the transfer has already happened, you will need to arrange a return to your old retailer or another plan.
Door-to-door and phone sales
Unsolicited sales (someone knocks on your door or calls you without being asked) are covered by Australian Consumer Law rules, including permitted calling hours, identification, and a 10-business-day unsolicited consumer agreement cooling-off period. Energy rules add requirements about consent and information. If you feel pressured:
- Do not show your bill or give your NMI.
- Ask for the salesperson's name, the retailer and a written offer.
- Compare the offer on Energy Made Easy or Victorian Energy Compare before agreeing.
Complaints about sales conduct can go to the retailer, then the energy ombudsman, and to your state's fair trading agency or the ACCC.
How long the transfer takes
The transfer usually happens at your next scheduled meter read or, with a smart meter, can be quicker. Your old retailer sends a final bill; your new retailer starts billing from the transfer date. Supply continues throughout because the distributor and network do not change.
After the switch
- Check the welcome pack: rates, supply charge and plan name match what you agreed.
- Check the first bill: days, rates and any discounts. The bill reading worked example shows how.
- Check the final bill from your old retailer and ask for any credit to be refunded.
- Concessions: confirm they appear on the first new bill.
- Diary a review: before the benefit period ends or in 12 months.
Common switching mistakes
- Comparing using a "typical household" when you have solar or a controlled load
- Choosing a plan for a pay-on-time discount you are unlikely to get
- Forgetting gas when an electricity plan's dual-fuel discount depended on both
- Not noticing that a sign-up credit was the main saving
- Being switched without proper consent after a sales call
More are covered in common energy plan mistakes. Use the interactive switching checklist to keep track.
FAQ
Can my old retailer stop me switching?
Generally no, although an exit fee may apply if your contract includes one and you are outside the cooling-off period. Debts with your old retailer remain payable.
What if I was switched without agreeing?
This is sometimes called an erroneous or unauthorised transfer. Contact the new retailer immediately, then the energy ombudsman if not resolved.
Can I switch if I am on a payment plan?
Yes, but the debt with your old retailer stays. Talk to both retailers; hardship support may continue with your existing retailer.
Does switching change my meter?
No, unless you request a new meter or are moving to a tariff that needs a smart meter.
Sources
- Australian Energy Regulator — National Energy Retail Rules, explicit informed consent
- Essential Services Commission — Energy Retail Code of Practice (Victoria)
- Australian Competition and Consumer Commission — unsolicited selling rules
- Energy Made Easy — switching information
