Dodo Power & Gas: how to leave, exit fees, price rises, moving house and complaints

Dodo’s energy arm, M2 Energy Pty Ltd (ABN 15 123 155 840) trading as Dodo Power & Gas, is a licensed retailer selling electricity and gas to households in Victoria, New South Wales, Queensland and South Australia. The Dodo companies are wholly owned by Vocus Group Ltd. This page is based on Dodo’s energy market contract terms (September 2021), its Additional Retail Charges schedule, its support pages and the retail rules.

How to leave Dodo

You leave Dodo by joining someone else. Clause 5.2 of the market contract lists the ways the contract ends, and one of them is another retailer entering into a contract with you for the same address, once it becomes responsible for your supply. Dodo’s switching page says supply is never interrupted and there is no limit on how often you can switch, but that you cannot switch while your account is behind on payments.

If you have just signed up, the cooling-off period is your way out. The notice printed at the front of the terms gives you 10 business days from and including the day after you signed or received the agreement. Tell Dodo orally or in writing, or use the cancellation notice provided with the terms. Our guide How to switch electricity retailer in Australia covers the mechanics.

Contract terms and exit fees

Dodo’s terms allow both fixed-term and ongoing market contracts; which one you have is in your Market Contract Summary. Clause 5.2(ii) is the key sentence on fees: you “may be charged an early termination fee” if you end the contract early, and any such fee “will be specified in our Market Contract Summary (Disclosure Statement)”. Three exceptions follow: where energy laws prevent it, where you move and sign a Dodo contract at the new address, and, under clause 5.3(iii), once a fixed term has expired.

Dodo’s Additional Retail Charges schedule (from 13 October 2025) lists payment fees and distributor pass-through charges but no exit fee. So unless your own summary document names one, there is none to pay. For a fixed term, clause 5.3 requires Dodo to write 20 to 40 business days before the end date with your options and the rates that will then apply; supply continues on the same terms until you end it.

Our guide Benefit period ending or price change notice explains those letters.

Price changes: your rights

Clause 10.2 lets Dodo vary rates for many reasons, from network charges to its cost of buying energy. The notice clause in the 2021 terms says Dodo will tell you “as soon as practicable, and in any event no later than your next bill”, with modifications for Victoria and Queensland in Appendix 1. The regulated minimum applies regardless: since 1 February 2019 the National Energy Retail Rules require at least 5 business days’ notice before a price change, and the Essential Services Commission requires at least 5 days in Victoria, where retailers may raise prices only once a year.

Under clause 17.2 Dodo must give 20 business days’ notice of an amendment, and if it would have a material adverse impact on you, you can cancel within 20 business days of the notice without any early termination fee.

Moving house

Clause 5.4 asks for at least 3 business days’ notice that you are vacating, plus a forwarding address for the final bill; Queensland has its own notice period in Appendix 1. Dodo’s moving page says existing customers should call 13 36 36 with the disconnection date, the connection date and the new address. In Queensland a visual safety inspection must be booked by phone.

Dodo charges no move-in or connection fees between 8am and 7pm, Monday to Friday; after-hours connections may attract fees, and distributor service charges are passed through. Remember the exception in clause 5.2: moving with Dodo removes any early termination fee. Our guide Moving house: connecting electricity and gas explains the steps.

Contact and complaints

Energy customers call 13 36 36 (the contact page lists Monday to Friday 9am to 6pm AEST, the moving page 8am to 7pm) or log in to My Dodo. For complaints, e-mail customercare@dodo.com.au with your account number, date of birth and the details, or write to Dodo Power & Gas Complaints Team, PO Box 631, Collins St West VIC 8007.

Dodo says it acknowledges written complaints within 48 working hours; the contract commits it to acknowledging within 5 business days. If you are unhappy, ask for escalation to a complaint manager. If the matter is not resolved within 20 business days, or at any time, you can go to the Energy and Water Ombudsman: Victoria 1800 500 509, NSW 1800 246 545, Queensland 1800 662 837, South Australia 1800 665 565. The service is free.

What to check before you switch

Check your Market Contract Summary for a fixed term and any early termination fee. Compare your rates with the Default Market Offer, or the Victorian Default Offer in Victoria, using our guide to the DMO and VDO reference prices. If energy is part of a Dodo bundle, check whether leaving affects the internet discount.

Then compare plans in the Australian energy comparison and set a price change reminder. Our page on reading your energy bill helps you check the final bill, and Is switching electricity retailer safe? answers the common worries.