Q3. When will these changes take effect?
Q4. How does this affect my agreement? Have my benefits and discounts been transferred?
Q5. I live in the ACT, does this affect me?
Q6. Does this mean the price of electricity and gas will increase?
Q7. Should I call TRUenergy from now if I have a question about my electricity or gas account?
Q8. I’m moving house – will I need to call TRUenergy to set up my new account?
Q10. I have solar installed at my house – will I continue to receive solar credits?
Q11. I have Braille billing – will this continue?
Q13. I have just received a contract renewal with Energy Australia, should I accept this?
Q14. I have a contract which includes being a Zoo Parent – will this sponsorship continue?
Q1. The NSW Government has announced that the retail part of EnergyAustralia is being sold. What does that mean?
The sale only applied to the retail part of EnergyAustralia, which is responsible for buying energy on the wholesale market and selling it to customers. If you are an EnergyAustralia customer, you don't need to take any action. Should there be any changes to your billing or payment arrangements, you will be directly informed of this. The sale does not include network assets (poles, wires and substations), which will remain in government ownership.
Q2. Who is TRUenergy?
TRUenergy is one of Australia’s largest integrated energy companies that already services approximately 2.8 million residential and business accounts across Victoria, South Australia, New South Wales, the ACT and Queensland. Further information is available on their website, www.TRUenergy.com.au.
Q3. When did these changes take effect?
TRUenergy acquired EnergyAustralia on 1 March 2011. Your gas supply agreement will be transferred to TRUenergy on 1 September 2011.
Q4. How does this affect my agreement? Have my benefits and discounts been transferred?
Your current agreement supply arrangements, including any discounts or benefits will continue as normal. Customers will be informed should any changes be made.
Q5 I live in the ACT, does this affect me?
Yes, customers in the ACT will also have their contracts transferred to TRUenergy, however as with other States you will continue to be serviced by EnergyAustralia.
Should you not wish to transfer your agreement to TRUenergy please call 13 15 35 (Mon - Fri 8.00am - 8.00pm and Sat 8.30am – 12.00pm) to discuss your options.
Q6. Does this mean the price of electricity and gas will increase?
For NSW customers, regulated prices for electricity and gas are subject to IPART review and approval. Any price increase in the future will still be required to go through this process and be in line with any determinations made by this body. If you have a market agreement with us in any state, your prices may vary as per your existing contract terms and conditions, however no pricing changes have changed as a result of this transfer.
Q7. Should I call TRUenergy from now if I have a question about my electricity or gas account?
If you're an EnergyAustralia customer, you should continue to call EnergyAustralia on 13 15 35 (Mon - Fri 8.00am - 8.00pm and Sat 8.30am – 12.00pm) for all your enquiries. The EnergyAustralia contact number will continue to appear on your bill and you will be informed should any changes be made.
Q8. I’m moving house – will I need to call TRUenergy to set up my new account?
EnergyAustralia will continue to handle your enquiries for you on behalf of TRUenergy. Customers will be informed should any changes be made.
Q9. I receive a government rebate, medical energy rebate and or life support rebate – will I continue to receive this / these or will I have to re-apply?
Any government rebate, medical energy rebate and or life support rebate is supplied by EnergyAustralia on behalf of the government. This arrangement will continue. You will not be required to re-apply for your rebate in order to continue receiving it. Customers will be informed if any changes are made.
Some customers may be entitled to government rebates or concessions on their electricity account because they have a Centrelink Pensioner Concession card or Health Care Card. Any Centrelink information that you have authorised EnergyAustralia to collect as part of determining your concession eligibility may now be accessed and used by TRUenergy in their capacity as your new energy provider. If you do not wish TRUenergy to obtain or use Centrelink information about you from either EnergyAustralia or Centrelink please contact our customer service representatives on 13 15 35 Mon - Fri 8.00am - 8.00pm and Sat 8.30am – 12.00pm.
Q.10 I have solar installed at my house – will I continue to receive solar credits?
Yes, your current supply conditions will remain and continue as normal. Customers will be informed should any changes be made.
Q11. I have Braille billing – will this continue?
Yes, your current supply conditions will remain and continue as normal. Customers will be informed before any changes are made.
Q12. I have an energy agreement with EnergyAustralia – if I move house, can I take the agreement with me?
If we supply electricity and gas in the home you are relocating to, we will transfer the existing agreement(s) or you can enter into a new agreement(s) with us. You can do this by calling us on 13 15 35 Mon - Fri 8.00am - 8.00pm and Sat 8.30am – 12.00pm. When you call us we can discuss your individual circumstances.
Q13. I have just received a contract renewal with Energy Australia, should I accept this?
We believe you will find our new offer is very competitive. If you would like to go ahead with it, simply do nothing and it will start automatically once the term of your current agreement expires.
Q14. I have a contract which includes being a Zoo Parent – will this sponsorship continue?
Yes, for the remainder of your contract period, the Zoo Parent sponsorship will continue.