Contract changes FAQs
What contracts do these changes apply to?
We’ve made changes to our energy contracts. These new contract terms and conditions apply to all existing customers in all states.
The changes apply to:
- EnergyAustralia Market Retail Contract Terms and Conditions from 2 July 2012
- EnergyAustralia Standard Retail Contract Terms and Conditions from 1 July 2012
Which new contract should I look at?
The Market Retail Contract Terms and Conditions apply if you’re signed up to one of these home or business plans: Basic, Flexi Saver, Everyday Saver and Rate Fix.
The Standard Retail Contract Terms and Conditions for home and small business apply if you’re signed up to one of these products: Standing Offer Tariff and Government Regulated Tariff.
Why have I received a new market retail contract?
We updated the Market Retail Contract Terms and Conditions contract effective 1 July 2012.
You’ll also find a summary of the key changes we’ve made in the new terms and conditions booklet we sent you.
What has changed in my contract?
If you’re a market retail contract customer
You’ll find a summary of the key changes we’ve made in the new terms and conditions booklet we included with our recent price change letter.
Read a summary of the new terms and what happens in the transition period between your old and new contracts.
If you’re a standard retail contract customer
Our new terms and conditions replace customer charters, which were the terms and conditions applied to standard/standing and deemed contracts.
The new terms and conditions are set according to regulations and cover issues such as tariffs and charges, billing and payment, your rights if we undercharge or overcharge you, and circumstances under which you can be disconnected and how you can be reconnected.
Can you amend/change my contract when it hasn’t ended yet?
Our current terms and conditions provide a right for us to amend the contract, in particular circumstances, as long as we give you notice. Contact us if you have any concerns.
What has happened to the Customer Charter?
The state-based Customer Charters no longer exist.
The terms and conditions that now apply to Standard/Standing Offer/Deemed customers are contained in the Standard Retail Contract Terms and Conditions.
If you’ve agreed to a market-based contract/energy agreement with us, all terms and conditions are now contained in the Market Retail Contract Terms and Conditions.