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Sometimes energy retailers go out of business or are suspended from the electricity or gas retail market by the Australian Energy Market Operator (AEMO), which means the retailer can no longer supply their customers with energy. When this happens, a process called ‘Retailer of Last Resort’ (RoLR) is initiated. The main thing to understand is that there will be no disruption to your energy supply.
Please read more below to find out about the latest RoLR events that may affect you.
What happens when my current energy retailer fails or is suspended?
The Australian Energy Regulator (AER) is responsible for overseeing the RoLR scheme for New South Wales, Australian Capital Territory, South Australia, Queensland and Victoria.
Under the RoLR scheme, customers from the failed retailer are automatically transferred to another retailer who is the RoLR for their distribution area, to ensure the continuation of supply of energy.
If you’re affected, you don’t have to do anything straight away as you’ll automatically be transferred to us for ongoing electricity and / or gas supply (where EnergyAustralia is the RoLR for your distribution area). We’ll be in touch to explain the new arrangements.
Latest events
ZEN Energy Retail Pty Ltd (ZEN Energy)
6 July 2026
ZEN Energy Retail Pty Ltd is no longer licensed or authorised to sell electricity to customers in SA, QLD, NSW, ACT and VIC. Electricity customers of this retailer have been automatically transferred to other retailers, including EnergyAustralia.
More information
You can find out more about ROLR events and information about the RoLR scheme below
You can also call the AER ROLR hotline on 1300 055 390
Maximum Energy Retail Pty Ltd (trading as Circular Energy)
2 August 2024
Around 800 residential, large, small and medium-sized business electricity customers in VIC and SA have been affected by Maximum Energy Retail Pty Ltd’s suspension.
Mojo Power East Pty Ltd (trading as People Energy)
21 June 2023
Around 4,080 residential, large, small and medium-sized business electricity customers in VIC have been affected by Mojo Power East Pty Ltd’s suspension
Mojo Power Pty Ltd and QEnergy Limited
16 June 2023
Around 16,000 residential, large, small and medium-sized business electricity customers in VIC, NSW, ACT, SA and QLD have been affected by QEnergy Limited’s and Mojo Power Pty Ltd’s suspension.
Elysian Energy Pty Ltd (Elysian Energy)
September 2022
Around 4,700 residential, large, small and medium-sized business electricity customers in VIC, NSW, ACT, SA and QLD have been affected by Elysian Energy’s suspension.
Social Energy Australia Pty Ltd (Social Energy)
August 2022
Around 280 residential electricity customers in NSW, QLD and SA have been affected by Social Energy’s suspension.
Mojo Power East Pty Ltd
July 2022
Around 500 residential, small business and large electricity customers in NSW, QLD and SA have been affected.
Power Club Limited
July 2022
Around 1,800 residential, small and medium-sized electricity customers in New South Wales and Victoria have been affected by Power Club Limited’s suspension.
Enova Energy
June 2022
Around 2,800 residential, large and medium-sized business electricity customers in NSW have been affected by Enova Energy’s suspension.
Weston Energy
May 2022
Around 180 large and medium-sized business gas customers have been affected by Weston Energy’s suspension.
Pooled Energy
May 2022
Around 1300 customers in NSW have been affected by Pooled Energy’s suspension.
More information
You can find out more about these suspensions and information about the RoLR scheme below
Mojo Power Pty Ltd and QEnergy Limited (NSW, ACT, SA and QLD customers)
QEnergy Limited (VIC customers)
RoLR scheme (NSW, QLD, SA and ACT)
Elysian Energy Pty Ltd (NSW, ACT, SA and QLD customers)
Elysian EnergyPty Ltd (VIC customers)
Social Energy Australia Pty Ltd
Mojo Power East Pty Ltd
Power Club Limited (NSW customers)
Power Club Limited (VIC customers)
Enova Energy
Weston Energy and Pooled Energy
Got a question? We have FAQs that will help.
If your mobile number was provided to us as part of the transfer to your account, we may send you an SMS to let you know that your retailer has been suspended or gone out of business. We'll let you know that we're now looking after your energy supply and that you'll receive more information from us soon as part of the transfer process.
This is to ensure your energy supply continues without interruption. As a RoLR, we’re required to put you on our Standing Offer Home or Business plan, which is a standing offer tariff with no discount.
A standing offer tariff may not be our best priced plan; however, the RoLR regulations require us to put you on our standard retail contract. We encourage you view and sign up to one of our other plans, which may have better prices online or by contacting us on 133 466.
Yes, it’s your choice. You can change plans or energy retailer at any time.
No, we don’t charge a RoLR administration fee to cover the cost of being transferred to us.
Your old retailer or your energy distributor (the company responsible for the poles, wires and gas pipes in your area), should notify us if your premises has life support requirements.
However, just to be sure, we recommend you contact us urgently to confirm your life support arrangements.
If we need to register your premises, we may ask you to provide us with confirmation from a medical practitioner, so we can register you as having life support equipment, and to make sure that your energy distributor is aware of this.
You should receive a final bill from your old retailer for any energy used up until the date you were transferred to us. Any energy used after the transfer date will be billed by us.
Once your account has been set up, you can also use My Account to monitor your energy usage and see current charges - before you receive your next bill. Registering for My Account is easy, you’ll just need your EnergyAustralia account number. This can be found on your welcome pack, or any bills or notices sent by us.
Your old retailer has an obligation to cancel your direct debit arrangement with them. You should contact your bank or financial institution to make sure the direct debit arrangement has been cancelled.
Once your account has been set up, and if you’d like to set up direct debit with us, you can either call us or use My Account. Registering for My Account is easy, you’ll just need your EnergyAustralia account number – found on your welcome pack, on your bill or on any notices sent by us.
Any arrangements you had with your old retailer do not carry over with your transfer to EnergyAustralia.
These arrangements could include hardship, rebate, concession, solar feed-in tariff and life support arrangements. They may also include direct debit, advanced payments, security deposits, credits on prepayment meters, credits on cards used with card-operated meters and uncompleted service orders - including requests to transfer to another retailer. Feel free to call us to further discuss these arrangements.
You should contact your old retailer or its insolvency official (the company appointed to manage the closure of your old retailer), as they should have a process for handling unresolved customer complaints.
If you have contacted them and you’re not happy with the outcome, please contact the energy ombudsman in your state or territory.
Yes, we have Regular Pay. It’s designed to help you stay on top of your energy bills, by making smaller, more regular payments. Find out more about Regular Pay or set it up through My Account or our app.
Once your account with us has been set up, you can register for My Account easily with your EnergyAustralia account number. You’ll find this on your welcome pack , bill, or any notices sent by us.
Please contact us on 133466 if you’re experiencing financial difficulty or are having trouble paying your bill. We can discuss your eligibility for payment plans or other assistance.
You should contact Centrelink to confirm if your Centrepay payments to your old retailer have been cancelled, and to set up a new Centrepay payment arrangement with EnergyAustralia.
You should contact your old retailer or its insolvency official (the company appointed to manage the closure of your old retailer). Your old retailer was required to apply those credits to your account or pay you the outstanding amount owed to you before they went out of business or were suspended, in accordance with the terms of the feed-in tariff arrangement.
However, if your old retailer is in–or goes into–liquidation (that is, it goes bust), you may only receive some or none of the money owed to you
You need to contact your chosen retailer to make sure the transfer has happened.
We’ll contact you, by mail or phone, to discuss arrangements as part of the RoLR process if your energy account has transferred to EnergyAustralia shortly after your energy retailer went out of business or was suspended. In the meantime, your energy supply won’t be interrupted.
You can transfer to another retailer at any time, or negotiate a new retail contract with us.
You’ll be transferred to us through the RoLR process without any disruption to your energy supply.
As an essential services provider, we understand that family violence can cause difficulties with bill payments, and that we play an important role in protecting privacy and personal security. We have a policy that sets out our commitments to customers and employees affected by family violence. You can read the full policy here.
Prefer to call to talk through your options?
- You can chat with us by clicking on the Need Help? Button at bottom of the page
- If you’re a residential or business customer, call 133 466
- If you’re a large commercial or industrial customer, call 1300 362 466