Categories

1. Your Choices
2. Billing Information (but is not limited to):
3. Contracts
4. Consumer Protection
5. Meters
6. Emergency Disconnection of Electricity Supply

1. Your Choices

   1. How do I choose an energy retailer?

      List of SA licensed retailers and their contact details Before signing an energy market contract, it is useful to have some knowledge about your energy usage in the home or in your business. Keep your electricity and gas bills and use them to work out how much electricity and gas you use. You can use the Estimator to help you compare the prices of electricity and gas standing contracts with those of other market contracts that are generally available from licensed energy retailers. You can also compare savings between the listed market contracts. This will help you to decide if you will benefit from changing gas and/or electricity retailers or from entering into a new contract with your existing gas or electricity retailer. It is important to note, these comparisons are based on tariffs only and do not include non price aspects of a market contract. You will need to consider these factors and determine what suits you best when choosing an energy retailer. You can also ask your existing retailer to provide you with your electricity and/or gas billing information from the past two years if you can't find your previous energy bills.

   2. What does retail competition mean for me?

      Retail competition means that licensed energy retailers are able to compete with Origin Energy (to sell gas) and AGL SA (to sell electricity) to all South Australian customers. As a result you are now able to choose the energy retailer from which you buy electricity and gas.

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2. Billing Information (but is not limited to):

   1. What should be included on your bill?

      the date of your last meter reading or estimate and the number of days since the previous reading or estimate; the estimated date of your next meter reading; the meter readings, metering data or estimates for the bill; consumption, or estimated consumption, in units used; the relevant fees, charges and tariffs applicable to your premises; each relevant assigned meter identifier and assigned meter identifier check sum for the supply address; the amounts due to the retailer and the small customer's electricity distributor (in either bundled or unbundled format); the pay-by date; a list of the available payment methods; the telephone number for billing, payment enquiries and installment payment options (for the cost of a local call from anywhere in South Australia); a 24 hour contact telephone number for faults, emergencies; the small customer's supply address and any relevant other address; the small customer's name and account number; the amount of arrears or credit; if the small customer is a business customer and the market contract permits the charging of late payment interest, the amount of interest approved by the Commission for late payment; the amount of any security deposit provided by the small customer; on residential customer's bills only, advice in languages common to the residential customer base on how to access interpreter services; on residential customer's bills only, a reference to the availability of concessions, if any; if the bill is a reminder notice issued in accordance with clause 7.1.2, contact details for the retailer's internal dispute resolution scheme; if the bill contains charges for the sale of both electricity and gas, a notice advising of the small customer's right to nominate apportionment of any payment between those charges.

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3. Contracts

   1. What is the difference between a standing contract and a market contract?

      Standing Contract Is the retail energy contract (either electricity or gas) available to all South Australian small customers. The terms and conditions of this type of contract are set by the Essential Services Commission of South Australia under the Energy Retail Code. The Commission also establishes a price path for standing contracts which regulates the tariffs applied under the contract. AGL (South Australia) Pty Ltd (AGL SA) is obliged to offer a standing electricity contract to all existing and new South Australian households. Origin Energy Electricity Ltd (Origin Energy) is obliged to offer a standing gas contract to all existing and new South Australian households If you have not actively negotiated a contract for energy with a retailer you are most likely to be on the standing contract. Market Contract Is a retail energy contract that may vary from the regulated terms and conditions of the standing contract. Market contracts are designed to reflect agreements or arrangements that energy retailers and customers might want to put in place. For example, market contracts might include direct debit arrangements, loyalty benefits and other terms and conditions (including pricing) as agreed between the retailer and customer. While market contracts can reflect such arrangements, they must still comply with all of the consumer protection requirements specified by the Energy Retail Code. The Commission does not regulate tariffs for market contracts.

   2. For how long will a market contract apply?

      The length of a contract (and whether there are any penalties for ending the contract early) will vary depending on the terms and conditions of your particular contract. Make sure you read the terms and conditions carefully and consider if it's best for you.

   3. The contract period of my market contract ends soon, what happens now?

      The term of your contract is set out in the written disclosure statement that you receive from your retailer when you enter into a market contract. Your retailer is required (under the Energy Retail Code) to advise you, at least 20 business days before your contract ends, of a number of important matters, including: The date that the contract will end; The terms and conditions which will apply if you do not make new arrangements with you retailer or a different retailer; and Other contractual options that are available It is important that you consider your options at the end of a contract to ensure that you are benefiting from an arrangement that best meets your needs.

   4. If I change retailers, do I still get a concession?

      If you are eligible for the SA Energy Concession you will continue to receive the concession regardless of your energy retailer. You should discuss your entitlement with your retailer to ensure it is applied to your account. Information on South Australian Government concessions, including energy concessions are available on the Department of Families and Communities website .

   5. I am renting, can I enter a contract with a retailer?

      Yes, you can enter into a contract in the exact same way you would if you were a home owner. You should talk to your retailer about the duration of your contract, termination fees and whether you can transfer your contract to another property if you move.

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4. Consumer Protection

   1. What if I have a problem with my retailer?

      If you have a complaint you should first contact your retailer. All retailers are required to have complaint resolution procedures in place. You should seek to resolve your complaint directly with the your retailer, which may mean talking to more than one person - i.e. escalating your complaint in accordance with the retailer's complaint resolution process. If you cannot resolve a dispute with your retailer, you can contact the Energy Industry Ombudsman on 1800 665 565.

   2. What is the Essential Services Commission of South Australia?

      The Essential Services Commission of South Australia is an independent economic regulator with responsibility for the electricity and gas industries, as well as aspects of the rail and ports industries. The Commission performs a number of functions including: Monitoring and enforcing compliance with and promoting improvement in service standards and conditions of service and supply; Making and monitoring the operation of codes and rules relating to the conduct or operations of a regulated industry; Providing and requiring consumer consultation processes in regulated industries and assisting consumers and others with information and other services For more information see the Consumer Protection fact sheet.

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5. Meters

   1. Will I have to install a new meter if I change retailers?

      No. You are not required to install a new meter, even if you change retailer. You will be charged for energy based on the consumption measured by your existing meter under the contract you have agreed to with your retailer. Some retailers may offer alternative meters for certain contracts. These will generally have additional costs associated with them. You should ensure you understand the costs associated with any new meter before you agree to change meters.

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6. Emergency Disconnection of Electricity Supply

   1. What gives ETSA Utilities the authority to cut off power during hot weather?

      Occasionally, ETSA Utilities, South Australia’s distribution network service provider, will make the decision to disconnect the supply of electricity in emergency situations.

      This decision is not taken lightly and only occurs in serious situations.  The provisions of the Electricity Act 1996 (the Act) empowers ETSA Utilities to disconnect the supply of electricity to any location if it is considered necessary to do so to avert danger to people or property, particularly due to bushfire danger.  If practicable, ETSA Utilities consults with the Country Fire Service (CFS) before disconnecting supply.  In making a decision to disconnect, ETSA Utilities also considers the Bureau of Meteorology’s weather information to assess the latest conditions and warnings.

      For example, in situations where there is the possibility of electricity assets contributing to starting fires (typically on days with extreme temperatures and strong winds), supply to certain power lines may be disconnected to avert the possibility of sparks from clashing power lines causing fires. 

      ETSA Utilities initiates public notification of emergency disconnection through the media.  As recommended by the CFS, a battery powered radio tuned to 891ABC should be used to be kept informed of emergency notifications on days of extreme fire danger.  

      In accordance with the Electricity Distribution Code (the Code), ETSA Utilities is required to provide a 24 hour emergency line giving information on the nature of the emergency and an estimate of the time when supply will be restored.  ETSA Utilities must also use its best endeavours to reinstate supply as soon as possible.

      The Code also sets out service standards for supply interruptions which, if exceeded, ETSA Utilities is required to make Guaranteed Service Level (GSL) payments to customers.  However, under the provisions of the Act, ETSA Utilities does not incur any financial penalty for disconnections under emergency conditions and as such, emergency disconnections are not included for the purposes of GSL payments.

      • Electricity Distribution Code
      • Electricity Act 1996

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