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

Tango Energy is the retail brand of Pacific Blue Retail Pty Ltd (ABN 43 155 908 839). It started selling energy in 2012, says it now has more than 180,000 customers, and runs its retail operations from Geelong. Its market agreement covers households in Victoria, New South Wales, South Australia and Queensland; gas is sold alongside electricity in Victoria. This page is based on the Market Agreement Terms (version 5, dated 1 July 2026), the disclosure statements for each state and Tango’s own help pages.

How to leave Tango Energy

You do not have to call Tango to cancel. Sign up with the new retailer and it arranges the transfer; Tango’s terms say the agreement ends when the new contract starts and the new retailer’s cooling-off period has run out. Our guide How to switch electricity retailer in Australia explains the timing.

If you only want to end the agreement, with no new retailer, the terms end it 20 business days after you give notice.

Changed your mind after joining Tango? You have 10 business days from the later of accepting the plan and receiving the terms, Energy Plan and disclosure statement. Call 1800 010 648 or return the cancellation notice printed at the back of the terms. Tango says you can cancel without any charge, and if the transfer has not happened yet, your old retailer simply keeps supplying you.

Contract terms and exit fees

Tango’s website says it plainly: no lock-in contracts, no exit fees. The Market Agreement Terms are a little more careful. Clause 1.4 says Tango “may charge you any exit fee specified in your Energy Plan” if you end a Fixed Price Period or Benefit Period early. In practice that means the fee exists only if your plan document names one. Current plans do not, but if you joined years ago on a different offer, read your Energy Plan before you switch.

When a Fixed Price Period or Benefit Period ends, the agreement does not stop. Tango must write to you first: in NSW, SA and Queensland no later than 20 business days before a Fixed Price Period ends, and between 40 and 20 business days before a Benefit Period ends; in Victoria at least 5 business days before. It can then offer a new plan, vary your charges or keep you on the current plan. Clause 1.4(f) adds a useful promise: after a Benefit Period ends you will not be charged more than Tango’s standing offer rates. Our guide Benefit period ending or price change notice: your rights explains what to do with that letter.

Price changes: your rights

If your plan has a Fixed Price Period, Tango cannot raise the price during it, except in narrow cases such as a change of meter type or network tariff. On a variable plan it can, but with notice. The terms commit Tango to at least 5 business days’ written notice before an increase in NSW, SA and Victoria and 10 business days in Queensland. That mirrors the national rule the AEMC introduced in February 2019, under which every retailer must give at least five business days’ notice of a price change.

With no exit fee to pay, the practical answer to a price rise notice is to compare and move before the new price starts.

Moving house

Clause 8.1 asks for at least four business days’ notice of your move-out date, together with a forwarding address for the final bill. Tango’s moving page shows two ways to do it: in the My Tango app or online portal under Service, then Disconnection, or by phone on 1800 010 648. Tango will try to have the meter read on the date you give.

If you leave without notice, you remain responsible for the energy used until you tell Tango and the meter is read, until someone else starts buying energy at the address, or until the property is disconnected. Your distributor may charge for the disconnection or a new connection; any such fee lands on your Tango bill. Our guide Moving house: connecting electricity and gas in Australia covers the order of steps.

Contact and complaints

Customer service: 1800 010 648, 8am to 6pm AET Monday to Friday (overseas +61 3 7065 1212), online chat in the same hours, or support@tangoenergy.com. Sales and plan changes are on 1800 861 952. Post goes to Tango Energy, Retail Operations, PO Box 320, Geelong North VIC 3215.

Complaints have their own form at tangoenergy.com/complaints; clause 13 of the terms also accepts them by phone and e-mail. If you are not happy with Tango’s response, you can take the complaint, free of charge, to the Energy and Water Ombudsman in your state: Victoria 1800 500 509, NSW 1800 246 545, South Australia 1800 665 565, Queensland 1800 662 837. In the ACT the ACT Civil and Administrative Tribunal (02 6207 1740) handles energy disputes.

What to check before you switch

Open your Energy Plan document and look for two things: whether any exit fee is listed, and when any Fixed Price Period or Benefit Period ends. Check your last bill for the reference price comparison; our page on reading your energy bill shows where to find it. Then compare plans in the Australian energy comparison. If you would rather wait for the benefit period to end, the contract end reminder will e-mail you before Tango’s notice is due.