Switching to ActewAGL
Questions about customers with another energy provider thinking of switching to ActewAGL.
Questions about switching
If I switch, when do I become an ActewAGL customer?
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.
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If I switch, will I receive any more bills from my previous supplier?
You will receive a final bill from your original supplier after they have read your meter.
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After switching, when will I receive my first ActewAGL bill?
You will receive your first bill from ActewAGL about three months after you switch energy retailers.
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What about arranging connection services after I switch?
Generally, your local retailer is responsible for arranging connection services between the distribution network and your premises. We can arrange connection services on your behalf where you agree to pay us the reasonable costs of doing so.
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What do I do if I change my mind about switching?
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.
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Is there a marketing code of conduct?
All licensed electricity retailers and marketers, including ActewAGL, are required to comply with the Marketing Code of Conduct when operating in NSW. This is designed to protect small retail customers in respect of the marketing activities of electricity retailers and their representatives.
Energy Marketing Code of Conduct
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Questions about making the application
How can I switch to ActewAGL?
You can switch to ActewAGL by:
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What information do I need to provide, to make the switch?
Whether you’re completing out 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).
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Do I need to notify my current retailer about switching?
No, ActewAGL will do it for you! Once you’ve confirmed us as your energy supplier we will notify your current retailer that you are switching to ActewAGL.
I need more information about making an online application.
If you're switching to ActewAGL within Canberra or south-east NSW, learn how to make an online application.
Answers include:
- who is eligible for the application
- how long it takes to complete an application
- whether you need to enter all information asked for
- tips on how to fix a mistake
- receipt of your submitted application
- whether the application is legally binding
- what happens once the online application is submitted
- what you should do when a page has expired.
Will I receive information after I submit my application?
You will receive acknowledgement of your application and a welcome pack, including information about ActewAGL and your new contract. When your application has been confirmed you will receive a letter providing you with your account details.
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What about credit checks and a security deposit?
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.
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Questions about contracts
What is ActewAGL's electricity supply contract?
Before switching, you will receive a copy of the ActewAGL electricity customer supply contract, which sets out your rights and obligations.
Legislation enacted by the NSW Government regulates some of the terms that we must include in the contract such as contents of bills; historical billing information; notice period and processes for disconnection; meter testing; and estimating power consumption. Our contract complies with those requirements.
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What is the term of the contract?
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.
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Are the prices you give me today fixed for the term of the contract?
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. These charges make up part of your bill. 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.
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What should I do if I have a dispute under the contract?
If you have a dispute with us we will try to resolve it with you. If we cannot resolve that dispute informally with you then you may ask us to formally review the matter causing the dispute. You may also be entitled to refer a dispute to the Electricity Industry Ombudsman.
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What is the access charge part of your electricity price plans?
The access charge is the daily charge that you pay ActewAGL regardless of electricity usage. It is sometimes called a network charge or service access charge. ActewAGL pays this charge to the network owner for providing the powerlines to your house. Some retailers structure their prices differently and include these service access charges all in one. However, they typically charge a much higher rate for the first block of energy usage and then a different charge for the next block.
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Questions about full retail competition
What is FRC?
FRC refers to the deregulation of the energy market. Prior to deregulation, electricity and natural gas were franchised with retail prices regulated by the state and territory governments. Due to energy industry reforms open access to transmission and distribution networks was introduced, which included the ability for customers to choose their own retailer.
The implementation of FRC is determined by the individual state governments and has been introduced in stages based on energy consumption levels. Until FRC, a customer is referred to as a 'franchise customer'. When FRC is introduced, a customer is referred to as a 'contestable customer'.
In 2002, FRC was introduced in NSW and Victoria for electricity and natural gas customers and in the ACT for natural gas customers. The ACT introduced FRC for electricity customers in July 2003.
For further information on FRC in your jurisdiction, visit:
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What does FRC mean to me?
FRC gives you the freedom of choice. It enables you to choose a retailer that provides a product or service that best meets your needs.
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What are my choices with FRC?
You have three choices with FRC:
- do nothing and continue to be supplied by your existing retailer under your current arrangement
- enter a new arrangement with your existing supplier
- enter a new arrangement with a new supplier.
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Can I choose my network provider?
You can only choose your energy retailer, not your network price. Your local 'poles, wires and pipes' (electricity and gas distribution networks) will remain regulated and will continue to operate the same, regardless of the company you choose to supply energy to your home or business.
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What should I look for when comparing retailer offers?
You need to make sure that the prices you are quoted include all the applicable costs that you will be charged. Electricity prices are made up of a number of components, including usage, network charges, metering charges, GST and other charges such as early termination, transfer fees and special services. Sometimes retailers quote a price that includes each of these components, while others display the energy-only charge.
You should also consider the products and services that each retailer offers to make sure you are getting the best value for money to meet your requirements.
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Why should I choose ActewAGL?
ActewAGL can offer you:
- competitive prices*
- award-winning customer service**
- top-ranking website in the Australian energy sector*** providing real-time access to account information and bill payment
- a range of energy plans to suit your specific needs
- flexible payment options (including a direct debit discount)
- a wide range of products and services, including electricity, natural gas, Greenchoice, ISP, appliance centres and appliance repairs
- free energy advice
- a commitment to helping the environment and serving the community
- a breadth of experience in providing essential services.
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Small business customers and selling
What can ActewAGL offer my small business?
ActewAGL provides electricity, natural gas, green energy and internet services to a range of businesses including hospitality, retail, office and professional services, the industrial and manufacturing sector and the building industry. We can offer your business reliable services at competitive prices. Plus TransACT also offers a selection of fixed-line phone and mobile phone plans to suit your business needs. Want to save on your services? Take a look at how you can combine your services in a Business Rewards Bundle.
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Where does ActewAGL offer their services to businesses?
ActewAGL provides electricity, natural gas, green energy, internet, and water and wastewater services to the ACT, as well as electricity, natural gas and internet services in south-east NSW. We have over 90 years’ experience in providing electricity to the ACT and, through part owners AGL, can offer the expertise of Australia's largest energy provider.
ActewAGL is based in the ACT and has over 100,000 natural gas customers in the ACT and regional NSW, about 140,000 electricity and 130,000 water customers in the ACT, and 6,000 electricity customers in NSW. ActewAGL also provides internet services to more than 10,000 customers with Grapevine.
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Where can I find information about prices for small businesses?
Businesses in NSW can use our online quote facility to estimate how much you can save with ActewAGL.
If you are one of our ACT or New South Wales customers under a standard customer contract you will find natural gas, electricity and internet plan prices for your area here.
If you are interested in discussing a new contract with us or require further information visit one of the ActewAGL Energy Shops in Goulburn, Young or, Fyshwick, or the Homeconnect stores in City Walk, Civic or Westfield Woden or simply call us on 13 12 93.
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Where can I find an ActewAGL representative in my area?
You can talk to us at any of the following locations.
Alternatively you can call us on 13 12 93.
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How do I sign up my small business for ActewAGL services?
Just call us on 13 12 93 and our customer service staff will be happy to assist. You can connect your services in one easy phone call. Alternatively, you may submit an expression of interest online and one of our customer service staff will be in touch.
If you’re located in south-east NSW, you can also apply for electricity and natural gas online.
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Can I sign up my small business online?
If you are a small business in south-east NSW, you can estimate your savings and sign up to ActewAGL online.
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Need more information?
For further information about FRC or switching, please call us on 13 14 93.
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