Your rights and responsibilities as a customer of ActewAGL are set out in our customer contract and privacy policy. A summary of these rights, entitlements and obligations, under the Utilities ACT and the Consumer Protection Code 2020, can be found in our Customer Service Charter. If you are an ACT customer, you can find more information on the guaranteed service levels and our obligations here.
If you need more information call 13 14 93.
9 July 2026 Retailer of Last Resort Event: ZEN Energy Retail Pty Ltd.
The Australian Energy Regulator (AER) has initiated the Retailer of Last Resort (RoLR) process in relation to Zen Energy Retail Pty Ltd. The RoLR framework is a regulated customer protection mechanism designed to ensure that electricity supply continues when a retailer can no longer operate.
Your electricity supply will continue without interruption and you do not need to take any immediate action.
Affected customers have already been automatically transferred to a retailer appointed by the AER. If you have been transferred to ActewAGL, we will contact you directly with information about your ongoing energy arrangements.
AER RoLR Notice
For details of the RoLR arrangements, including the retailers appointed by the AER, please refer to the AER communication notice and FAQs:
- AER ensures continued supply for former ZEN Energy customers
- AER RoLR Notice
- AER - ZEN Energy Retail RoLR FAQ
For enquiries regarding ZEN Energy or the administration process, please contact: ZENCreditors@mcgrathnicol.com
Electricity customers
ACT and NSW
- Standard retail contract for small customers in the ACT and NSW – Effective from 1 July 2026 (PDF)
- Ongoing market retail contract for small customers in ACT and NSW – Effective from 1 July 2026 (PDF)
- ACT feed-in tariff contract Medium renewable energy generator (PDF)
Archive
- Standard retail contract for small customers in the ACT and NSW – Effective from 27 February 2026 (PDF)
- Standard retail contract terms for small customers in the ACT and NSW – Effective from 27 April 2023(PDF)
- Standard retail contract terms for small customers in the ACT and NSW - Effective from 21 August 2020 (PDF)
- Ongoing market retail contract for small customers in ACT and NSW – Effective from 14 January 2026 (PDF)
- Ongoing market retail contract for small customers in ACT and NSW – Effective from 27 April 2023 (PDF)
- Ongoing market retail contract for small customers in ACT and NSW - Effective from 21 August 2020 (PDF)
- Standard retail contract terms for small customers in the ACT and NSW – Effective from 19 March 2020 (PDF)
- Ongoing market retail contract for small customers in ACT and NSW - Effective from 1 February 2019 (PDF)
Natural gas customers
ACT and NSW
- Standard retail contract for small customers in the ACT and NSW – Effective from 1 July 2026 (PDF)
- Ongoing market retail contract for small customers in ACT and NSW – Effective from 1 July 2026 (PDF)
Archive
- Standard retail contract for small customers in the ACT and NSW – Effective from 27 February 2026 (PDF)
- Standard retail contract terms for small customers in the ACT and NSW – Effective from 27 April 2023 (PDF)
- Ongoing market retail contract for small customers in ACT and NSW – Effective from 14 January 2026 (PDF)
- Ongoing market retail contract for small customers in ACT and NSW – Effective from 14 November 2024 (PDF)
- Standard retail contract terms for small customers in the ACT and NSW - Effective from 21 August 2020 (PDF)
- Ongoing market retail contract for small customers in ACT and NSW – Effective from 27 April 2023 (PDF)
- Ongoing market retail contract for small customers in ACT and NSW - Effective from 21 August 2020 (PDF)
- Standard retail contract terms for small customers in the ACT and NSW – Effective from 19 March 2020 (PDF)
- Ongoing market retail contract for small customers in ACT and NSW - Effective from 1 February 2019 (PDF)
Business
The deemed large customer arrangements apply to all large market customers without a negotiated contract in place, not just ROLR customers.- ACT - ROLR deemed Large Customer Electricity Retail arrangement (PDF)
- ACT - ROLR deemed Large Customer Gas Retail arrangement (PDF)
- ActewAGL Large Customer Gas Default Rates as at 24 May 2022 (PDF)
