You will receive acknowledgement of your application and a welcome pack, including information about ActewAGL, and your new contract which sets out your rights and obligations. When your application has been confirmed you will receive a letter providing you with your account details.
You are entitled to a 10 day cooling-off period during which you can choose to leave the contract without paying a termination fee. If you wish to cancel the contract during this cooling-off period, ActewAGL needs to be advised in writing. Supply under the contract will not begin until the cooling-off period has passed.
If you terminate the contract after the cooling off period and before the term of the contract, you may be liable for a termination fee. ActewAGL may waive the fee in certain instances, for example if you move house and choose ActewAGL as your electricity retailer for your new property.
Prior to supplying electricity to your premises ActewAGL reserves the right to make enquiries into your credit record. If we are not satisfied with your credit record during the previous 12 months, we may move to terminate the contract. Alternatively, we may require you to provide a security deposit.
When does the switch happen?
Once you’ve confirmed us as your energy supplier we will notify your current retailer that you are switching to ActewAGL — you don't have to do a thing.
You will continue to be supplied by your existing retailer until your meter is next due to be read. This process will not result in disconnection or interruption to your supply but could take several months depending on when you switch to us in your meter-reading cycle.
You will receive a final bill from your original supplier once they have taken their final meter reading. You will receive your first bill from ActewAGL about three months after you switch energy retailers.
The contract term is listed in the schedule, but this term will usually be extended if we give you a Continuation Notice at least 30 days before the expiry date. This notice will set out new electricity prices and the length of the extended service period.
If you do not wish to proceed with the extended service period then simply inform us of your intention within 30 days of receiving the Continuation Notice. If you do not contact us you will be deemed to accept the proposed extended service period.
Prices are not fixed for the term of the contract. Typically, prices will be updated by ActewAGL in July or August each year. Our prices include many components that are external to ActewAGL, like the metering and network charges that are charged to us as your retailer (access charges). Access charges are paid to the network owner for provision of energy infrastructure to your house. Annual price changes have always happened but you may not have noticed it before.
Price changes will happen regardless of which retailer you choose. The price plans show both the GST-inclusive and -exclusive charges.
You may be required to pay other charges set out in the contract, such as debt recovery costs, dishonoured payment fees, interest, any applicable switching fee between price plans, special meter-reading charges and disconnection fees.
Whether you’re completing an online application, or speaking to a customer service representative, it would help to have your last energy bill on hand. The details we require include the following:
- Your National Metering Identifier (NMI number)
This should be located in your current bill. If you require a new electricity connection, where a meter has not been used or installed, you can complete the application without an NMI.
- Details of your identity
This includes your passport, driver’s license, Medicare card, pension card, credit card, or business details (for small business applications).
When you are completing an online form, you do not need to complete all of the questions but you must complete all mandatory questions; i.e., marked with an asterisk (*). If you have missed any mandatory questions, a prompt will appear indicating which question needs to be completed.
Following submission of your online application, you will be presented with a screen showing a receipt number for your records. An email will be sent to you to confirm that the application has been received.
For security reasons, we will not email details of your online application. It is therefore advisable to print a copy of your receipt for your personal reference.
One of our customer representatives will be in touch with you once you have submitted the online form.