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

OVO Energy Pty Ltd (ABN 99 623 475 089) trades under the OVO brand from Melbourne with contracts for households in New South Wales, Queensland, South Australia and Victoria. It sells electricity under a market retail contract, and its plans are built around the online MyOVO account. This page is based on the market contract terms updated on 1 October 2026, the Victorian complaints policy and customer charter, and OVO’s contact page.

How to leave OVO Energy

If you are switching, you do not need to tell OVO. Clause 4.5 says your contract ends when your meter identifier is transferred to the new retailer, or, if the new retailer’s 10 business day cooling-off period is still running at that point, when that period ends. Our guide How to switch electricity retailer in Australia explains why the transfer usually waits for a meter read.

To end supply without a new retailer, notify OVO. The contract then ends on a date OVO advises, with at least 5 and no more than 20 business days’ notice.

Just joined and want out? Clause 4.2 gives you a 10 business day cooling-off period starting the day after you accept the contract or receive it, whichever is later. Cancel by phone or in writing. If OVO has already started supplying you, you pay only for the energy used.

Contract terms and exit fees

OVO’s home page says it has “No transaction or exit fees”, and the contract backs that up for most situations. Clause 4.8 lets OVO charge an exit fee only if you are on fixed rate tariffs and OVO told you about the fee before you entered the contract. Even then, the fee is waived if you move house and immediately sign a new OVO contract at the new address, if you leave within 20 business days of a price variation notice, or if OVO stops supplying you in a retailer of last resort event.

OVO’s plans are ongoing rather than fixed term. Where a fixed term does exist, the contract lists its end date as one of the moments OVO may end the agreement, and the national benefit change rules then require notice between 40 and 20 business days before a discount or benefit ends. Our guide Benefit period ending or price change notice: your rights explains those letters.

Price changes: your rights

Clause 8.3 separates the two kinds of plan. On a fixed rate tariff OVO will not vary the tariffs and charges or add new ones; outside Victoria it keeps a right to pass on increases in its own costs where energy laws allow. On a variable rate tariff OVO may vary charges for any reason.

The contract says notice of a variation comes “as soon as practicable, and in any event no later than your next bill (unless a longer period is required under the energy laws)”. A longer period is required. Since February 2019 the National Energy Retail Rules oblige every retailer to give at least five business days’ notice of a price change, and the Victorian rules set the same five days with a “best offer” message attached.

The useful part is clause 8.3(e): if you tell OVO within 20 business days of receiving the variation notice that you want to end the contract, it ends and no exit fee applies, whatever your plan says.

Moving house

You must notify OVO if you are moving out, whether or not you want OVO at the new address, and give a forwarding address for the final bill. Clause 4.7 requires a final meter read at the old property; you can wait for the next scheduled read or ask for a special read, which costs extra unless OVO waives the fee. You pay for the energy up to the final read date, even if someone else used it.

Moving with OVO is a transfer of the same contract. OVO sends an offer with the tariffs for the new address; accept and the contract continues, reject and it ends with the final meter read. Our guide Moving house: connecting electricity and gas in Australia covers timing.

Contact and complaints

OVO publishes its averages: phone 1300 937 686 (Monday to Friday 9am to 5pm) with a typical wait under a minute and a callback within four hours if missed; e-mail hello@ovoenergy.com.au with replies in about nine hours; webchat for quick questions. Post: OVO Energy, Locked Bag 14120, Melbourne VIC 8001.

Complaints can be lodged through any of those channels. The complaints policy, updated 13 March 2026, says OVO acknowledges the complaint promptly, begins investigating within 24 hours of acknowledgment, keeps you updated and offers an internal review if you disagree with the outcome. If that does not settle it, clause 22 of the contract names the free external route: the Energy and Water Ombudsman NSW (1800 246 545), Energy and Water Ombudsman Queensland (1800 662 837), Energy and Water Ombudsman SA (1800 665 565) or Energy and Water Ombudsman Victoria (1800 500 509).

What to check before you switch

Find your welcome e-mail and confirm the plan has no exit fee and no fixed term still running. Check the reference price comparison on your latest bill; our page on reading your energy bill shows where it is. Then compare in the Australian energy comparison. If a price change notice has just landed, remember the 20 business day window; if you expect one later, the contract end reminder will prompt you in time.