Momentum Energy: how to leave, exit fees, price rises, moving house and complaints

Momentum Energy Pty Ltd (ABN 42 100 569 159) is owned by Hydro Tasmania, the Tasmanian Government’s generator. It sells electricity and gas to households in Victoria, New South Wales, South Australia and the Energex network area of south-east Queensland. This page is based on Momentum’s general terms, Energy Plan documents, fees page and the retail rules.

How to leave Momentum Energy

You do not need to cancel with Momentum. Sign up with the retailer you are moving to, and it arranges the transfer through the market systems. Momentum’s general terms list “another retailer becomes Responsible for the Supply Address” as one of the ways the market contract ends. The new retailer’s own 10-business-day cooling-off period runs first.

If you have only just joined Momentum and want out, the cooling-off period works in your favour. You can cancel within 10 business days from and including the later of the day after you sign the Energy Plan or receive the contract documents. Phone 1300 662 778, write to PO Box 353, Flinders Lane VIC 8009, or message in MyAccount. No exit fee can be charged.

Our guide How to switch electricity retailer in Australia covers the switch itself.

Contract terms and exit fees

Momentum’s residential market contract is ongoing. The disclosure statement puts it plainly: there is no fixed term, and the contract continues until you or Momentum end it. Momentum can retire an Energy Plan with at least 20 business days’ written notice, after which you pay standing offer prices until you pick something else.

On exit fees the general terms are conditional rather than absolute. When the contract ends you “may need to pay an exit fee, or repay a Benefit” if the regulations permit and your Energy Plan says so. Momentum’s fees and charges page lists distributor pass-through fees for disconnection, reconnection and meter reads, but no exit fee. So the practical check is the Energy Plan document from your sign-up.

Benefits tied to a benefit period follow the rules of the state you live in. Energy Made Easy says retailers in the national framework must tell you 20 to 40 business days before a benefit ends or changes. In Victoria the Essential Services Commission requires notice at least 5 days before any price or benefit change that affects your bill. Our guide Benefit period ending or price change notice explains what those letters mean.

Price changes: your rights

Clause 12 of the general terms lets Momentum vary its charges, including introducing new ones, at any time by giving the written notice the regulations require. The AEMC rule that took effect on 1 February 2019 sets that notice at a minimum of 5 business days for electricity and gas, sent in your preferred format and showing the old and new rates. The disclosure statement adds Momentum’s own rhythm: rates may change in July in NSW, Queensland and South Australia and in August in Victoria, where the ESC also allows only one increase a year.

Because the contract has no fixed term, your response to a price rise is simply to compare and, if you want, switch; any exit fee in your Energy Plan would still apply.

Moving house

Tell Momentum at least 3 business days before you leave and give a forwarding address for the final bill. In MyAccount click “Organise my move” in the top right, then either enter the new address and connection date, keeping your plan or choosing a new one, or select “Organise my move out only” if you are not taking Momentum with you. Electricity at the new address is connected the same day if you book before 12pm on a business day, otherwise the next business day.

If you leave without notice, you stay responsible for energy used until Momentum learns you have gone and the meter is read, or someone else takes over the supply. Distributor fees depend on the meter type. Our guide Moving house: connecting electricity and gas lists the steps by state.

Contact and complaints

Existing customers call 1300 662 778, Monday to Friday 8am to 6pm AEST; new customers 1800 794 824; an interpreter line is on 1800 497 170. There is no public e-mail address. Use the web form on the contact page, MyAccount, or post to PO Box 353, Flinders Lane VIC 8009.

Clause 30 of the general terms says Momentum handles complaints under its published complaint and dispute policy and must tell you the outcome. If you are not satisfied, you can go to the Energy and Water Ombudsman: Victoria 1800 500 509, NSW 1800 246 545, South Australia 1800 665 565, Queensland 1800 662 837. The service is free and independent.

What to check before you switch

Find your Energy Plan document and look for an exit fee or a benefit that would have to be repaid. Compare your current rates against the Default Market Offer or, in Victoria, the Victorian Default Offer shown on your bill; our guide to the DMO and VDO reference prices explains how. Then compare plans in the Australian energy comparison, and set a price change reminder so Momentum’s July or August notice does not pass unnoticed. Reading your bill first helps; see how to read your energy bill.