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

Powershop Australia Pty Ltd (ABN 41 154 914 075) has been a wholly owned subsidiary of Shell Energy Operations since 1 February 2022, when Shell said it served more than 185,000 customers. It sells electricity in Victoria, New South Wales, South Australia and south-east Queensland, and gas in Victoria and some NSW regions, with an app built around prepaid “Powerpacks”. This page is based on the December 2024 market retail contract, Powershop’s web pages and the retail rules.

How to leave Powershop

Join the retailer you want and let the systems do the rest. Clause 4.3 of the market retail contract says the agreement ends “if you start to buy Energy for the Premises from a different retailer, when the transfer to the other retailer is completed”. Powershop then issues a final bill. Its switching page says a transfer takes about 10 business days after the cooling-off period in Victoria and Queensland, or happens at the next scheduled meter read in NSW without a smart meter. Supply is never interrupted.

If you have just signed up with Powershop and regret it, clause 1 gives you a 10-business-day cooling-off period starting the first business day after you receive your Welcome Pack. Call 1800 462 668 or e-mail info@powershop.com.au and the agreement ends immediately. Our guide How to switch electricity retailer in Australia covers the steps.

Contract terms and exit fees

The contract allows two kinds of agreement: fixed term, or ongoing until either side ends it. Your Pricing Statement in the Welcome Pack says which you have. Powershop’s current residential offers are the second kind. The offer terms for its 1 July 2026 market offer state that it “is an ongoing contract (until you or we end it) with no exit fees”, and the moving page repeats “no lock-in contracts” and “no exit fees”. The market retail contract itself has no early termination fee clause.

If you are on a fixed term, clause 4.3(b) requires 20 to 40 business days’ notice before the end date together with your options. For an ongoing agreement, Powershop can end it with 20 business days’ notice; if it does and you stay, clause 4.5 says you continue either on the same terms or on a standing offer, and Powershop must tell you which. Sign-up credits are the thing to watch: the offer terms say a credit is applied against charges after 90 days and is not redeemable for cash, though it moves to a new Powershop contract.

If your plan has a benefit period, the national rules require 20 to 40 business days’ notice before it ends; see Benefit period ending or price change notice.

Price changes: your rights

The offer terms say Powershop “may vary your prices in accordance with our regulatory requirements” and will give advance notice, usually by e-mail. The regulatory requirement is the AEMC rule in force since 1 February 2019: at least 5 business days’ notice, in your preferred format, showing the rates before and after. In Victoria the Essential Services Commission also requires at least 5 days’ notice and allows only one increase a year. Changes to the terms need 20 business days’ notice under clause 22.2.

With no exit fee, a price rise is simply a prompt to compare; check the app for prepaid Powerpacks before you switch.

Moving house

Clause 4.4 asks for at least 3 business days’ notice if you are vacating, with the actual date and an e-mail address for the final bill. You remain responsible for energy used until the final read. A new address is set up online with a move-in date; for a same-day connection call before 4pm in Victoria (smart meter needed), 2pm in NSW and SA, or 12pm in Queensland. Gas needs about 3 business days.

Fees are the distributor’s, passed through: a move-out read if the meter is read in person, or a small remote disconnection fee for smart meters. Our guide Moving house: connecting electricity and gas explains what to do if you move in without a plan.

Contact and complaints

Residential customers call 1800 462 668, Monday to Friday 8am to 7pm, or e-mail info@powershop.com.au; the contact page also has a general enquiries form. For complaints, e-mail complaints@powershop.com.au or write to Contact Centre Manager, Powershop, PO Box 1639, Melbourne VIC 3001. Powershop confirms receipt within 2 business days and aims to resolve within 20.

Clause 18 of the contract commits Powershop to its published dispute resolution procedure. If you are not satisfied, or at any time, you can go to the Energy and Water Ombudsman: NSW 1800 246 545, Victoria 1800 500 509, Queensland 1800 662 837, South Australia 1800 665 565. The service is free and independent.

What to check before you switch

Open your Pricing Statement to confirm you are on an ongoing agreement, then check the app for unused Powerpacks or an unapplied sign-up credit. Compare your rates with the Default Market Offer or, in Victoria, the Victorian Default Offer on your bill; our guide to the DMO and VDO reference prices shows how.

Then compare plans in the Australian energy comparison and set a price change reminder for the next July notice. Our page on reading your energy bill helps you check the final bill against your last meter reading.