Red Energy: how to leave, exit fees, price changes, moving house and complaints

Red Energy Pty Ltd is a Melbourne-based retailer selling electricity and gas to households in New South Wales, Queensland, South Australia, the ACT and Victoria. Its market retail contract is called the Customer Charter, and the current version took effect on 1 July 2026. This page is based on that Charter, Red Energy’s Complaint Management and Dispute Resolution Policy, and the national rules published by the AER and the AEMC.

How to leave Red Energy

The simplest route is to sign up with another retailer. Clause 5.2 of the Charter says the agreement ends on the date your new retail contract starts, whether with Red Energy or with another retailer that becomes responsible for your address. The changeover happens at the next meter read and Red Energy sends a final bill.

You can also end the agreement directly. Notify Red Energy in writing or by phone, and the agreement ends 10 business days after the notice is received, or on a date you both agree.

New customers have a cooling-off period of 10 business days starting the day after receiving the agreement, or longer where the law prescribes it. You can use the enclosed Cancellation Notice or simply call. If you cancel in that window, the agreement ends on the day Red Energy receives the notice.

Contract terms and exit fees

The Charter has no exit fee clause and no early termination fee. The fees it does mention are a dishonoured payment fee, a disconnection fee where Red Energy disconnects for non-payment, charges connected with smart meter deactivation, and a general reference to Additional Service Charges set out in the Product and Pricing Schedule and listed in full on redenergy.com.au. Read that schedule before assuming the exit is free.

Clause 5.3 covers plans with a fixed term. The agreement ends on the Fixed Term End Date, and Red Energy must notify you between 40 and 20 business days beforehand that it will continue to sell you energy under a Standard Retail Contract at its standing offer rates unless you take a new plan or move retailer. Clause 6.4 requires notice of a Benefit Change no earlier than 40 and no later than 20 business days before the change in NSW, SA, Queensland and the ACT, and no later than 5 business days in Victoria, and adds that in the four national-rule states Red Energy may not charge more than its standing offer prices after the change. Our guide Benefit period ending or price change notice explains how to compare what the letter offers.

Price changes: your rights

Unless your Product and Pricing Schedule says otherwise, Red Energy may vary your tariffs, for example to reflect market conditions or a change in the distributor’s tariff structure. It must give written notice as the rules require: at least 5 business days under the AEMC rule in force since February 2019, and in Victoria the Essential Services Commission limits increases to once a year. Clause 6.2 states plainly that you can choose to end the agreement at any time under clauses 5.1 and 5.2.

Fixed Energy Tariffs are protected. If your schedule fixes a tariff for a period, Red Energy will not increase it during that period, with three exceptions: you agree to a change; your customer type or meter changes or the price was based on incorrect information; or, outside Victoria, the distributor changes the structure of the network tariff behind your price.

Moving house

If you are moving out, selling or otherwise vacating, you must tell Red Energy and give a forwarding address for the final bill. The agreement then ends 10 business days after your notice, on the date a new occupant’s contract starts, or on an agreed date. Clause 5.8 adds that without safe access for the final meter read, the agreement does not end until the final bill is issued and paid.

For the new address, choose a plan before you move so the connection is ready. Our guide Moving house: connecting electricity and gas explains how much notice retailers and distributors usually need in each state.

Contact and complaints

Phone 131 806, Monday to Friday 8am to 8.30pm and Saturday 9am to 5.30pm (AEST/AEDT); email info@redenergy.com.au; or post to Red Energy Pty Ltd, PO Box 4136, East Richmond VIC 3121.

Red Energy’s complaints policy says it will acknowledge a complaint within a reasonable timeframe and tell you the outcome. If you are not satisfied you can request an escalation within Red Energy. After that the energy ombudsman in your state is free and independent: Victoria 1800 500 509, NSW 1800 246 545, Queensland 1800 662 837, SA 1800 665 565, and in the ACT the ACT Civil and Administrative Tribunal on 02 6207 1740.

What to check before you switch

Read your Product and Pricing Schedule for a fixed term, a Fixed Benefit Period, any fixed tariff period and any listed fee; the Charter alone will not show them. Our bill explainer helps you find your current rates and compare them with the reference price.

Then compare plans for your address in the Australian energy comparison, or on Energy Made Easy and, in Victoria, Victorian Energy Compare. A contract reminder a few weeks before a fixed term or benefit period ends gives you the same head start the 20 to 40 business day notice is meant to provide.