How to Change Your Energy Provider

Why switch energy providers?

Before discussing how to switch energy providers, it’s important to be clear on the reason behind your decision. There are a few popular reasons why: 

You want a cheaper energy plan

Switching to a plan with cheaper electricity or gas rates is one of the simplest ways to save on your energy bills. 

If you haven’t switched plans in over 12 months, you’re likely on a more expensive standing offer (standing contracts for gas). 

A standing offer is the plan providers give you by default if you don’t engage with the energy market. Providers must follow the reference price, which is a regulated price cap for energy. 

However, they’re also the highest price a provider is willing to charge you for your energy use. Providers will also offer market offers (market contracts for gas) with cheaper rates and attractive discounts freely set by them. 

If you’re on a standing offer, you stand to save hundreds by switching to a cheaper provider and market offer. 

You’re moving house

Moving homes is an excellent chance to switch energy providers. Whether you’re moving between or within states, you’ll need to compare energy plans and providers for your new address. That’s because prices, plans and providers may differ at your new address. 

However, if your new home isn’t connected to the grid or a gas mains yet, you’ll have to organise one with your distributor before switching. Our guide on connecting electricity and gas to a new home explores the moving process more deeply.  

You’re installing solar panels

If you’re installing solar panels or moving to a house with an existing solar system, you can sign up for an electricity plan with a solar feed-in tariff (FiT). 

A solar FiT is a bill credit for every kilowatt hour (kWh) of excess solar fed back to the grid from your solar panels. Putting your new solar panels to good use can help slash your electricity bills. 

If you'd like to learn more about how you could benefit from a solar FiT, feel free to visit our guide on all things solar FiTs.

You’d like to bundle energy with other products

Bundling electricity and gas plans from one provider could entitle you to a ‘dual fuel discount’. A dual fuel discount is an incentive to have one provider service all your energy needs. 

Some providers also offer telco options, including home internet and mobile phone services as part of a bundled discount. Bundling your utilities could also be something to consider if you want a simplified bill.

Just be mindful that a bundled discount does not guarantee the most savings. You could save more by having electricity and gas plans from separate providers.

What to look for when switching energy providers

When looking for a new energy provider, it’s deeper than just picking the option with the cheapest annual estimate. 

Here are price-related features to look out for when choosing a new plan from another provider:

Note: All this information can be found on their energy fact sheets. They can be accessed on our comparison platform, under the ‘basic plan information’ prompt beneath each plan. 

Usage charges

The rate you are charged for your actual electricity or gas use. Usage rates are charged in cents per kilowatt hour (kWh) for electricity, or cents per megajoule (MJ) for gas, and can vary significantly between retailers.

If your household uses a high volume of energy, most of your spending will go to your usage charges. A cheaper usage charge will save you more money. 

Supply charges

The fixed daily cost for the delivery of electricity or gas to your home, regardless of the volume used. Supply charges vary depending on the energy retailer and where you live.

If your household barely uses any energy, you’ll end up spending more on maintaining a connection to a gas mains or the grid. A plan with cheaper supply charges will reap more savings. 

Solar feed-in tariffs (electricity plans only) 

A solar FiT is an advertised feature on some plans. The higher the FiT, the higher your bill credit. However, be cautious with generous FiT rates — they may be compensating for higher supply and usage charges. 

Customer incentives

Conditional discounts, bill credits, sign-up offers and rewards programs are ways energy providers compete for your business. 

Like solar FiTs, make sure these offers aren’t concealing higher usage and supply rates. For non-monetary bonuses (e.g. reward programs), consider if they match your lifestyle needs and wants. 

Tariffs

Tariffs refer to the pricing structures that providers use to price their plans. These are some of the more popular tariffs in Australia. Keep in mind that not all of these tariffs will be available in every state.

*If you have a smart meter or power usage monitor installed, you’ll be able to monitor the hours you use the most electricity in real-time. Mapping out your energy use will help you choose a tariff that’s best for reducing your power bills. 

Fixed or variable rates

Most energy plans have variable rates. This means that your provider can change your rates at any time, provided they give a few days written notice. There are fixed rate plan options out there, but they are quite rare and their rates can be slightly more expensive.

Hidden fees

Hidden fees for connection, disconnection and exiting a contract with an energy provider. These fees are typically found on an energy plan’s energy fact sheet. 

Contract length

If you’re signing up for a market offer, it’ll have a specified contract length. That means its advertised rates and discounts will eventually expire. 

Rebates and concessions

If you are a concession card holder, you may be eligible for certain energy rebates and/or concessions. Speak with the energy provider you are switching to discuss your options.

Other non-price related factors

• Customer service: Customer service can make or break a company for some customers. You also need to consider what is important to you when comparing energy providers. This might be 24/7 online access to your account or if it’s an Australian-owned company. 
• Billing cycle: Most providers typically bill their customers in quarterly cycles, although some providers also offer flexible billing options (e.g. monthly billing cycles).
• Payment options: Check if each provider allows you to pay bills with your preferred payment method (e.g. credit card, direct debit, BPAY). 

How to switch electricity providers

Note: Some energy retailers may handle the switching process differently.

1. Can I switch electricity providers in my state? 

Firstly, you’ll have to find out if you can switch electricity providers in your state.   

You should be able to switch electricity providers in the states below:

• New South Wales (NSW)
• Victoria (VIC)
• South East Queensland (SEQ)
• South Australia (SA)
• Tasmania (TAS)
• Australian Capital Territory (ACT)

However, there are things to consider in the remaining states:

• Northern Territory (NT): While the Northern Territory energy market is now open to competition, government-owned Jacana Energy is still the dominant supplier for electricity and gas, and customers need an interval meter to switch retailers.
• Western Australia (WA): There are two electricity providers in WA, but they operate in different areas and customers are not able to switch. The WA gas market is competitive. 
• Regional QLD: Customers may be able to switch in regional QLD, depending on location. However, there are limited options for electricity retailers on the Ergon distribution network. 

2. Make sure you are eligible to switch providers

While most people can easily switch who they purchase electricity from, there are a few exceptions. 

• Embedded networks: People living in apartment buildings, caravan parks or retirement villages may be a part of an embedded network. In each network, a site owner bulk purchases electricity from a provider to resell it to residents in a defined area. While embedded network customers can switch electricity providers, some providers may refuse to sell them electricity and switching typically takes longer. If you are unsure if you are living in an embedded network, speak to your body corporate or site manager. 
• You don’t directly pay your electricity bill: If your electricity usage is included in your rent and your landlord’s name is on the bills, you might struggle to switch electricity providers. If this is the case, it should be stated on your lease or rental agreement. Chat to your landlord to discuss your options for your electricity usage.

3. Grab your recent bill and consider your electricity needs

Your power bill reveals a lot about your electricity usage, such as your running electricity use and how it compares to homes in your area. 

Customers who have a smart meter or electricity usage monitor installed will be able to monitor their real-time usage. This will reveal your exact energy habits, where and when your household uses the most electricity. 

By understanding your usage requirements, you can better identify which energy deals are best suited to your household.

As mentioned earlier, knowing how much electricity you use will determine if supply or usage charges are more important for saving money. The hours you use electricity will also guide your choice of tariff: 

• If you use more electricity during peak periods, a single rate tariff will be cheaper than a time of use tariff. 
• If you use less electricity during peak hours, a time of use, demand or flexible tariff will be cheaper than a single rate tariff. 
• If you have a power-intensive appliance (e.g. pool pump), a CL tariff can save you more money if you’re willing to shorten its operating hours. 

4. Check out your current plan for any exit fees

There may be hidden exit fees connected to your electricity plan. This information will be listed in the fine print of your contract or relevant product information documents. 

Search for costs like termination fees, disconnection fees, move-out meter read fees and anything else that may apply to the switching process.

5. Shop around for a new electricity plan

Using Canstar’s energy comparison network, you can see all plans available in your area on our database and find a plan that suits you. 

You can also filter the results of your search to match your needs:

• Bill details
• Billing periods

The results will provide you with an estimated annual cost and easy access to a plan’s fact sheet (under the basic plan information prompt).

Research each electricity plan’s features in relation to your actual electricity use.

6. Choose your plan and switch

Once you’ve picked your new plan, follow the link on our tool if available, or head to the energy provider’s site separately. 

You can complete the sign-up process online or by phone. Here are a few things to keep in mind when signing up for your new plan:

• Your National Meter Identifier (NMI): Your new provider will need your NMI to find your electricity meter and organise your billing. This number can be found on the top of your electricity bill or on the meter itself. 
• Credit check: Your new provider may request a credit check before approving your plan.
• No need to contact your old provider: You do not need to notify your old provider that you are switching plans. Your new provider will take care of this for you. 
• Cooling-off period: There is typically a 10-day cooling-off period for all contracts. This allows you to fully understand your new plan and cancel without any consequences.

7. Organise a final meter reading and pay your final bill

Your previous energy provider will organise a meter check so they can present you with your final bill. Customers with smart meters installed won’t need an in-person meter read, with their usage data transmitted remotely to their providers. 

Some providers may give you the option to submit a meter reading yourself or use an estimated bill. Check with the provider directly to find out how you can prepare for the final bill. 

This final bill should be the last thing you’ll hear from your old provider about. Make sure to pay any outstanding balances or exit fees.

8. Your new electricity provider will be in touch

Once your energy account has been changed to your new electricity provider, you’ll be notified and all future bills will be sent from them.

9. Access any special features of your plan

Whether it’s Frequent Flyer points, Everyday Rewards or a brand's rewards program, you’ll now be able to log into your account and activate any special features in your new plan.

10. Repeat when needed

Staying engaged with the electricity market is the best way to ensure you are getting the best deal on your electricity bill. There are a few times a year when it could be worth exploring your options and comparing your plan against other providers. 

• Before your contract length is up: After your contract expires, most providers will default you back to their standing offer, which is often hundreds of dollars more expensive. Mark your calendars for your contract expiry and plan ahead to avoid paying more for electricity.  
• July 1st: Every July 1st, the electricity reference price for each state and distributor changes. In NSW, QLD and SA, the reference price is called the Default Market Offer (DMO) and is revised by the Australian Energy Regulator (AER). In SA, it is called a Victorian Default Offer (VDO) and is set by the Energy Securities Commission (ESC). Rates will typically increase after this date, so it is worth comparing your options before July 1st passes. 
• You’re getting pricey bills: Most customers will be on variable rate plans and may find their rates getting more and more expensive. If you find your bills are more expensive than they used to be, compare your options.  

By signing up for Canstar’s email newsletter, we will send timely reminders when it’s time to re-review your electricity plan. 

How to switch gas providers

Note: Some energy retailers may handle the switching process differently.

1. Can I switch gas providers in my state?

You should be able to change natural gas suppliers in the states below:

• NSW
• QLD
• VIC
• SA

However, there are some things to consider in the remaining states:

• TAS: Currently, there are only two natural gas retailers in Tasmania – Solstice Energy and Aurora Energy.
• WA: The natural gas market is fully contestable in WA, but the maximum price you have to pay for gas is regulated in the most populated regions.
• NT: The NT gas market isn’t very competitive because most households aren’t even connected to mains gas (the underground pipes that supply gas to households).

The availability of natural gas will depend on a home’s location and whether or not the area is serviced by the gas mains. If you’re living in a regional area, you may not have the option to switch suppliers.

2. Make sure you are eligible to switch providers

Most homes (in eligible states) can switch natural gas providers with little fuss. However, there are some instances where customers may find it difficult to switch. 

• Households not located near a gas mains: Houses too far away from a gas mains won’t be able to set up a gas connection. In this case, Liquefied Petroleum Gas (LPG) may be the only substitute outside of electricity. Be aware that appliances designed for natural gas may not be compatible with LPG.
• Households without current gas connections: If you’ve never used gas at home before, you will need to make sure it is close to a gas main. If your home is close to a gas main but does not have a current gas connection, you can contact your region’s gas distributor to organise one for a fee. 

3. Grab your recent bill and consider your gas needs

Do you know your gas consumption habits? Do you use your water heater or space heater often? Are there certain times of day when you’re consuming more gas? What is your average annual usage? 

Your bill will be able to tell you a lot of information about your usage and help give you an idea of what plans might suit you.

By understanding your household's total gas use, you can better identify the best plan for your household: 

• If your home uses little gas, a single rate tariff and lower supply charges will save you more money. 
• If your home uses a lot of gas, a block rate tariff and lower usage charges are more affordable. 

4. Check out your current plan for any exit fees

There may be hidden exit fees connected to your gas plan. This information will be listed in the fine print of your contract or relevant product information documents. 

Search for costs like termination fees, disconnection fees, move out meter read fees and anything else that may apply to your circumstances.

5. Shop around for a new gas plan

Now that you know how your household uses gas, it’s time to compare gas and find a plan that meets your needs. Using Canstar’s free comparison tool, you can see all plans available in your area on our database. 

Like electricity, you can choose to  filter the search results for more specificity:

• Bill details
• Billing periods

Study every gas plan carefully, considering whether it matches your gas needs and usage habits.

6. Choose your plan and switch

Once you’ve picked your new plan, follow the link on our tool if available, or head to the energy provider’s site separately. 

Complete the sign-up process online or by phone. Here are a few things to keep in mind when signing up for your new plan:

• Your Delivery Point Identifier (DPI): Your new provider will need your DPI to find your electricity meter and organise your billing. This number can be found on the top of your gas bill or on the meter itself. 
• Credit check: Your new provider may request a credit check before approving your plan.
• No need to contact your old provider: You do not need to advise your old provider that you are switching plans. Your new provider will take care of this on your behalf. 
• Cooling off period: There is typically a 10-day cooling off period for all contracts. This allows you to fully understand your new plan and cancel without consequence. 

7. Organise a final meter reading and pay your final bill

Your previous gas provider will organise a meter check so they can present you with your final bill. 

Sometimes, providers will make you wait until your next scheduled meter read before ending your contract. This date can be found on your most recent bill. You can request an early meter reading, but this may incur a fee. 

Some providers may give you the option to submit a meter reading yourself or use an estimated bill. Check with the provider directly to find out how you can prepare for the final bill.

This final bill should be the last thing you’ll hear from your old provider about. Make sure to pay any outstanding balances or exit fees to avoid being chased up.

8. Your new gas provider will be in touch

Once your gas account has been changed to your new provider, you’ll be notified and all future bills will be sent from them.

9. Access any special features of your plan

Whether it’s Frequent Flyer points, Everyday Rewards or a brand's rewards program, you’ll now be able to log into your account and activate any features included in your new plan.

10. Repeat when needed

Staying engaged with the gas market is the best way to ensure you are getting the best deal on your gas bill. There are a few times a year when it could be worth staying engaged with the gas market.

• Before your contract length is up: After your contract expires, most providers will default you back to their standing contract, which is often hundreds of dollars more expensive. Mark your calendars for your contract expiry to avoid paying more for your gas.
• You’re getting pricey bills: Most customers will be on variable rate plans and may find their rates getting more and more expensive. If you find your bills are more expensive than they used to be, compare your options.

If you sign up for our newsletter, we’ll send you reminders to compare gas plans at certain times of the year. 

Switching energy providers while in debt

Customers can switch energy or gas providers, even when in debt. However, energy companies are entitled to carry out credit checks on new customers. 

It’s important to remember that changing energy providers won’t automatically eliminate any existing debt. Account holders must still make arrangements with their current power company to settle any outstanding payments.

Can I switch energy providers if I owe money on a bill?

If you owe money on your energy account and are considering switching providers, you may face several challenges. Your current provider can legally pursue you for the amount owed and may even use a debt collector. Switching to a new provider won’t erase your debt, but in some cases, you might be able to switch while continuing to pay off your previous bills.

If you’re having difficulty paying, it’s often best to contact your company’s hardship team. They may offer arrangements to help you pay down your outstanding bills. 

The Australian Energy Regulator (AER) implemented the Customer Hardship Policy Guideline in 2019, requiring energy retailers to provide flexible payment plans and options for customers struggling to pay their bills.

What is the Customer Hardship Policy Guideline?

Under Australia’s National Energy Retail Law, energy providers must have customer hardship policies published on their websites. The AER’s Customer Hardship Policy Guideline outlines the obligations energy retailers have towards customers including:

• Identifying customers experiencing financial hardship.
• Providing information about a retailer’s customer hardship program to all customers, including those with diverse communications requirements.
• Making contact information and the hardship policy easily accessible.
• Providing options for customers in hardship, including relief schemes, payment plans, and strategies to reduce energy consumption.
• Informing customers of services they may be eligible for, such as energy rebates, relief payments or financial counselling. 

If you believe your consumer rights have been violated, you can also reach out to the Energy Ombudsman.

How do I contact the Energy Ombudsman?

Depending on where you live, the Ombudsman can provide impartial advice and help resolve any energy-related grievances.

Here are the contact numbers for the Ombudsman in each state:

• NSW: Energy & Water Ombudsman NSW (EWON) – 1800 246 545
• VIC: Energy & Water Ombudsman VIC (EWOV) – 1800 500 509
• QLD: Energy & Water Ombudsman QLD (EWOQ) – 1800 662 837
• SA: Energy & Water Ombudsman SA (EWOSA) – 1800 665 565
• WA: Energy & Water Ombudsman WA (EWOWA) – 1800 754 004
• TAS: Energy Ombudsman TAS (EOT)  –  1800 001 170
• ACT: ACT Civil and Administrative Tribunal – (02) 6207 1740

Is switching energy providers worth it?

If cheaper plans are being offered at your address from another provider, switching energy providers is worth it. Keep in mind that the ‘cheapest’ plan for you will also depend on your household’s energy habits. 

Whether you’ve already made up your mind to switch or you’re on the fence, changing providers isn’t the only option on the table.

If you’re reluctant to leave your current energy provider, you may be in a position to negotiate a better energy deal with your energy retailer.

Under the ‘best offer messaging’ section of your latest power bill, your provider must highlight how much you could save by switching to their best offer (assuming you’re on a more costly plan).  

It could also be financially worthwhile to notify your provider of your intention to switch. They may offer other incentives for you to stay on.