Amber Electric: how to leave, exit fees, wholesale price changes, moving and complaints

Amber Electric Pty Ltd (ABN 98 623 603 805) is a Melbourne-based electricity retailer that passes through the wholesale price set by the Australian Energy Market Operator through the day, plus network and other costs at cost, and charges a monthly subscription fee. It sells electricity only, in Victoria, South Australia, New South Wales, the ACT and south-east Queensland, mainly to households with solar, batteries or electric vehicles. This page is based on the Amber Market Electricity Supply Contract in force from 21 July 2026, Amber’s help centre and website, and the national retail rules.

How to leave Amber

If you are staying put, you do not need to contact Amber. Its help article “What if I want to leave Amber?” says to sign up with the retailer of your choice; once that retailer asks Amber to transfer the billing rights, Amber closes the account and sends a final bill. Clause 6 of the market terms lists the transfer to a new retailer as one way the contract ends.

If you have only just signed up and changed your mind, clause 5 gives you a cooling-off period of 10 business days from the date you gave consent. Reply to the welcome e-mail or write to info@amber.com.au with your name, date of birth and address. There is no charge. Our guide How to switch electricity retailer in Australia covers the transfer.

Contract terms and exit fees

Amber’s contract is ongoing. Clause 6 says it ends when you transfer to another retailer, move out and pay the final bill, or if Amber gives at least 20 business days’ notice. There is no fixed term.

On exit fees the terms are plain: the moving clause says Amber “will not charge you an exit fee”. The help centre says the same: no lock-in contracts, no exit fees, and you keep the smart meter. Clause 6 also lets you move to Amber’s standing offer instead, with 20 business days’ notice, though accrued benefits such as the Bill Guarantee may be forfeited.

What you pay is set out in the Detailed Information Sheet for your address (including the monthly subscription fee), the distributor’s fees passed through at cost, and the pricing page. Amber’s fees page notes that most Victorian connections and disconnections are done remotely and cost less or nothing.

Price changes: your rights

On the Wholesale Price Plan the usage price is the wholesale price prevailing when you use electricity, set by AEMO at intervals across the day. Those movements are the product, not a price change, so the AEMC’s 5-business-day notice rule does not apply to them. It does apply to the fixed parts: the subscription fee, network and metering charges and anything else in your Detailed Information Sheet.

Two protections sit in the contract. The Bill Guarantee caps the average wholesale spot price you pay over a completed calendar quarter, though not day by day. Clause 20 requires 20 business days’ notice of any change to the terms, with a right to end the contract if you disagree. If the wholesale model stops suiting you, there is no fee for leaving. Our guide Benefit period ending or price change notice explains the notice rules for conventional plans.

Moving house

To take Amber with you, open the app, go to Settings, Manage Account, Move House and follow the prompts, or call 1800 531 907. Amber asks for at least 2 business days’ notice for a connection; same-day connections need a phone call. Closing the old address is a separate step: choose “I want to cancel Amber at this address”. The help centre says the network needs 3 business days’ notice for a disconnection (5 in South Australia) and will not schedule one on a Friday, weekend or public holiday.

Network fees are passed on with no retail mark-up. A smart meter is not compulsory, but the real-time pricing depends on one; installation takes up to 4 weeks and Amber bills on estimates until then. Our guide Moving house: connecting electricity and gas covers the steps and gas, which Amber does not supply.

Contact and complaints

Support is on 1800 531 907, Monday to Friday 9am to 5pm (emergency connections on option 1 also at weekends), and by e-mail at info@amber.com.au.

For a complaint, e-mail info@amber.com.au first; if that does not settle it, use the complaints form, e-mail complaints@amber.com.au or request a callback on 1800 531 907. Amber confirms receipt within 10 business days and aims to resolve within 20. It is a member of the Energy and Water Ombudsman scheme in each state: Victoria 1800 500 509, NSW 1800 246 545, SA 1800 665 565, Queensland 1800 662 837, and in the ACT the ACT Civil and Administrative Tribunal on 02 6207 1740. All are free.

What to check before you switch

Look at your last few bills, separate the subscription fee from the wholesale cost, and compare the quarterly average with what a fixed-rate plan would have charged. Then compare against the Default Market Offer or the Victorian Default Offer with our guide to the DMO and VDO reference prices.

Compare plans in the Australian energy comparison, set a price change reminder for the new retailer’s rates, and use reading your energy bill to check the final Amber bill when it comes.