EnergyAustralia: how to leave, exit fees, rate changes, moving house and complaints

EnergyAustralia is one of the three largest retailers on the east coast, with its head office at Two Melbourne Quarter, 697 Collins Street, Docklands. It sells electricity and gas to households in New South Wales, Victoria, Queensland, South Australia and the ACT; gas is not available in Queensland. This page is based on EnergyAustralia’s help pages (residential FAQs, rate changes, moving, fees, complaints) and the national rules the AER publishes on Energy Made Easy.

How to leave EnergyAustralia

The new retailer does the work. Once you sign up elsewhere, the transfer happens at your next meter read and EnergyAustralia sends a final bill. Its fees page says it does not charge residential customers for a meter read when a contract starts or ends, or for disconnection or reconnection; only a fee set by your distributor can be passed through.

If you want the supply switched off rather than transferred, for example when you move out and the house will stand empty, close the account in My Account or call 133 466. EnergyAustralia asks for three business days.

Within 10 business days of signing a new contract you can cancel it without any exit fee. That is the cooling-off period set by law.

Contract terms and exit fees

EnergyAustralia’s position is clearer than most. Its residential FAQ says that if you choose to leave during the benefit period, no exit fee applies to any of its electricity or gas plans. The one exception has its own page: the fixed-rate Secure Saver and Rate Fix plans are excluded from the removal of exit fees, and an exit fee applies if you leave EnergyAustralia within the 2-year benefit period. Moving to another EnergyAustralia plan, or moving house and staying, does not trigger it. The amount is in your plan documents.

There is no notice period for leaving. When a benefit period ends, EnergyAustralia says the plan simply continues until it lets you know of any changes. Under the National Energy Retail Rules a retailer must notify you 20 to 40 business days before a benefit ends or changes, and since 1 July 2026 it may not charge you more than its standing offer afterwards. Our guide Benefit period ending or price change notice explains how to read the letter.

Price changes: your rights

On a variable rate plan EnergyAustralia says it will let you know before rates change. The national rule requires at least 5 business days’ notice of any price change, showing the old and new rates side by side. On a fixed rate plan the energy charges will not increase for the 12-month fixed rate period from the day you signed up.

EnergyAustralia publishes its timetable. In NSW, SA and Queensland, variable rates on standing offer and market contract plans change on 1 July, with notices sent around mid-June. In the ACT the change comes on 31 July, with notice around mid-July. In Victoria standing offer rates change on 1 July and market contract plans (except Rate Fix) on 1 August. If you do not want the new price, start the switch before it takes effect.

Moving house

EnergyAustralia can disconnect the old address and connect the new one in one booking, online or on 133 466, and needs three business days. For the connection it asks for your new address, the date, a contact number and a form of ID; concession details can be added afterwards.

Two things to know. Plans are not transferable between homes: you sign up for a new plan at the new address and the rates may differ depending on where and when you move. And a distributor may charge a reconnection fee or a meter read fee at the new property, which appears on your first bill. Our guide Moving house: connecting electricity and gas covers what happens if you move in before you have chosen a plan.

Contact and complaints

Residential customers call 133 466, Monday to Friday 8am to 7pm AEST/AEDT. Post goes to EnergyAustralia, Locked Bag 14060, Melbourne City Mail Centre VIC 8001.

To complain, call the same number with your account number ready, or use the online form and choose Complaint/Feedback as the enquiry type; EnergyAustralia says a complaints handler will be in touch within 3 to 5 business days. Its Standard Complaints and Dispute Resolution Policy sets out the steps and who to contact if you are not satisfied. From there you can take the matter to the energy and water ombudsman in your state, a free service that can only step in after you have raised the complaint with the retailer.

What to check before you switch

Check which plan you are on; it is on your bill and in My Account. If it is Secure Saver or Rate Fix, find the start date and work out how much of the 2-year benefit period is left before deciding whether the exit fee is worth paying. On any other plan there is no fee to weigh. Our bill explainer shows where the plan name and rates appear.

Then compare plans for your address in the Australian energy comparison, or on Energy Made Easy and, in Victoria, Victorian Energy Compare. If you stay, set a contract reminder for the next rate change date so the mid-June or mid-July notice does not pass unnoticed.