ENGIE (Simply Energy): how to leave, exit fees, price rises, moving house and complaints

ENGIE is the retail name of IPower Pty Ltd (ACN 111 267 228) and IPower 2 Pty Ltd (ABN 24 070 374 293), trading in partnership as ENGIE (ABN 67 269 241 237) from Level 23, 2 Southbank Boulevard, Melbourne. Until 2024 the business was called Simply Energy; ENGIE’s about page says it now serves more than 650,000 electricity and gas accounts across Victoria, South Australia, New South Wales, Queensland and Western Australia. It belongs to the French ENGIE group. This page relies on the market contract conditions that apply from 1 July 2026, ENGIE’s help centre and its dispute resolution page.

How to leave ENGIE

ENGIE’s own switching page answers the first question: “we don’t have exit fees or lock-in contracts on our current residential plans”, and you only need to contact ENGIE yourself if you are moving. Otherwise the new retailer notifies ENGIE and the agreement ends when the transfer completes (clause 9.3(b)). See How to switch electricity retailer in Australia for the timing.

If you want to close the account and not switch, the help centre says to call 1800 009 141, Monday to Friday 8am to 7pm AEST. ENGIE arranges a final meter read where required and issues a final bill or refund.

The cooling-off period is 10 business days, starting the business day after ENGIE gives you a copy of the agreement and its disclosure statement. Cancel by calling 13 88 08 or returning the withdrawal notice. If you cancel before the transfer, your previous retailer keeps supplying you.

Contract terms and exit fees

The agreement is ongoing: clause 2.4 says it lasts until you or ENGIE end it. Clause 2.5 then explains the benefits. Some plans carry ongoing discounts or credits; others have a limited or fixed term benefit, which cannot be shorter than 12 months, and ENGIE will not change the discount or benefit during that term.

ENGIE must tell you when a benefit is about to end, no earlier than 40 and no later than 20 business days beforehand, and include alternative plans. If you take none but stay connected, the Standard Retail Contract terms and prices apply, which usually means paying more. In Victoria the rule is stricter still: clause 2.5(b) says the agreement itself ends when a financial benefit ends. Our guide Benefit period ending or price change notice: your rights explains how to handle the letter.

Price changes: your rights

Clause 3.4 lets ENGIE change its charges or add new ones for any reason, including a new meter type, a solar or battery installation or a change to the network tariff. The price change page sets the timing: “You’ll receive a letter or email at least 5 business days beforehand.” That is the national minimum the AEMC introduced in 2019, and the Victorian rules enforced by the Essential Services Commission use the same five days plus a “best offer” message. The notice must show the old and new rates.

In the DMO states ENGIE’s page also explains the reference price: the Australian Energy Regulator sets the default market offer each year for NSW, south-east Queensland and South Australia, and every plan must be compared to it. Read DMO and VDO 2026-27: what the reference price means for the numbers behind the comparison.

Moving house

Clause 9.4 asks for at least 3 business days’ notice before you move out, with the move-out date and a forwarding address for the final bill. ENGIE will try to have the meter read on that date, and the agreement ends once you have moved and the final read is done.

Moving with ENGIE can be booked online in three steps on its moving page; life support customers are asked to call 13 88 08. The distributor may charge for the new connection, the disconnection or a special meter read, and ENGIE adds those fees to your bill. Our guide Moving house: connecting electricity and gas in Australia explains what each state’s distributor charges and how long reconnection takes.

Contact and complaints

General line 13 88 08, Monday to Friday 8am to 7pm AEST; home energy customers can also use 1800 009 141, which is open on Saturdays 9am to 6pm. Interpreters on 1300 408 265, overseas callers +61 3 9492 4315, and live chat on the website. E-mail enquiries go to enquiry@support.engie.com.au, or use the contact form.

The dispute resolution page lays out the process: raise the complaint by phone, chat or form; ENGIE acknowledges it within 3 business days and aims to resolve it within 15 business days; if the first answer does not satisfy you, ask for the Customer Advocacy Team. If that fails, the external route is free: Energy and Water Ombudsman NSW 1800 246 545, Energy and Water Ombudsman Victoria 1800 500 509, Energy and Water Ombudsman SA 1800 665 565, Energy and Water Ombudsman Queensland 1800 662 837, Energy and Water Ombudsman WA 1800 754 004, and in the ACT the ACT Civil and Administrative Tribunal on 02 6207 1740.

What to check before you switch

Find the Energy Plan details ENGIE sent you and note whether a limited term benefit is still running and when it ends. Compare your latest bill with the reference price; our page on reading your energy bill shows where that line sits. Then compare offers in the Australian energy comparison. If you would rather move when the benefit ends, the contract end reminder will e-mail you before ENGIE’s 40 to 20 business day notice is due.