Alinta Energy: how to leave, exit fees, price changes, moving house and complaints

Alinta Energy Retail Sales Pty Ltd (ABN 22 149 658 300), Level 16, 40 City Road, Southbank, sells electricity and gas to households in New South Wales, Queensland, Victoria and South Australia, and gas in Western Australia under separate WA rules. This page is based on the Market Retail Energy Contract for the four eastern states (document code Jul25), Alinta’s help pages on closing an account, moving and complaints, and the national rules published by the AER and the AEMC.

How to leave Alinta Energy

Sign up with the new retailer and let it handle the transfer. Clause 2.3 of the contract says it ends when another retailer becomes financially responsible for your supply address. The changeover happens at your next meter read and Alinta sends a final bill.

To close the account without moving to someone else, Alinta’s help page gives two routes: the online enquiry form or a call to 13 37 02.

Just joined and changed your mind? The cooling-off period is 10 business days starting the day after you receive the Welcome Pack. You can return the cancellation notice, call, or write to customer.service@alintaenergy.com.au; the contract then ends immediately and you stay with your previous arrangement.

Contract terms and exit fees

Alinta’s contract is explicit about where exit fees can appear. Clause 3.1 lists them among the additional fees “but only if you are on an Energy Plan with a fixed term and/or a Fixed Rate” and you end the contract, or move out, before the end of that period. Whether your plan is one of those, and the amount or formula of the fee, is in your Contract Summary. Plans with neither a fixed term nor a fixed rate have no exit fee.

One exception removes the fee even on those plans: if Alinta changes a Fixed Rate during the Fixed Rate Period, clause 3.2 lets you end the contract within 60 days of the notice without paying any exit fee.

The contract also sets out the Expiry Notice. In NSW, SA and Queensland Alinta writes to you no earlier than 40 and no later than 20 business days before a fixed term ends or a benefit changes or expires. In Victoria the fixed-term notice uses the same window, while a benefit change needs notice no later than 5 business days before. If you do not accept a new offer, a fixed-term contract is replaced by a Standard Retail Contract at the standing offer prices on Alinta’s website; a plan that only had a benefit carries on without it. Our guide Benefit period ending or price change notice explains what to compare when the letter arrives.

Price changes: your rights

Unless your Contract Summary says otherwise, Alinta may change the amount, nature and structure of your charges and must give notice “as required or permitted by Applicable Laws”. The AEMC rule in force since 1 February 2019 means at least 5 business days’ notice of a price change, showing the old and new rates. In Victoria the Essential Services Commission limits increases to once a year.

A Fixed Rate is different: if Alinta changes it during the fixed period you have the 60-day exit right described above. On any other plan there is no fee for leaving, so start the switch before the new rates begin.

Moving house

Give at least 3 business days’ notice of your move-out date and a forwarding address. The contract ends from the day you vacate, once Alinta has the final meter reading. Alinta’s help page says a move-out on its own must be arranged with a customer service representative on 13 37 02 and cannot be completed on a weekend or public holiday.

Moving in is easier: the move home page asks for one full business day’s notice, a clear meter and the main switch off, and distributor move-in or move-out fees appear on your bill. On a fixed term or Fixed Rate plan, moving house before the end of the period can trigger the exit fee just as switching can. Our guide Moving house: connecting electricity and gas covers the timing by state.

Contact and complaints

The east coast line is 13 37 02, Monday to Friday 8am to 6pm and Saturday 8am to 12pm, plus the online contact form. Post goes to Alinta Energy, PO Box 16196, Collins Street West VIC 8007.

For complaints, Alinta offers the online form, the phone line and the same postal address. It acknowledges within 2 business days and aims to answer within 5. If you want to escalate, Alinta refers the matter to senior management. After that the energy ombudsman in your state is the free, independent next step.

What to check before you switch

Open your Contract Summary and look for three things: a fixed term and its end date, a Fixed Rate Period and its end date, and any exit fee line. If none of them is there, you can leave at any time with no fee. Our bill explainer helps you find your current rates.

Then compare plans for your address in the Australian energy comparison, or on Energy Made Easy and Victorian Energy Compare. The contract reminder can email you ahead of the fixed term end date so the 20 to 40 business day window does not slip by.