If you're a customer of an energy provider that is going out of business, there's no need to be worried about an interruption to your supply. You will be covered under the Retailer of Last Resort.

What is the Retailer of Last Resort?

The Retailer of Last Resort (RoLR) is an arrangement overseen by the Australian Energy Regulator (AER) designed to protect customers and keep the lights on when an energy retailer (provider) goes out of business. Under this arrangement the AER will assign and transfer you to a new provider to ensure your supply remains connected.

How will I be transferred to my new provider?

There is nothing you as a customer need to do to initiate the changeover.

When an energy provider fails financially, they must notify the AER who will automatically assign and transfer you to a new provider based on your location.

The retailer of last resort for customers in South East Queensland is Origin Energy. Customers in other parts of the state will be transferred to Ergon Energy.

Your previous provider will send your details to Origin or Ergon, who will contact you directly to explain your new energy plan and billing arrangements. This may take a few weeks.

You’ll be automatically transferred to the standing offer. The prices may be different from the arrangements with your previous provider so it’s important to look at the details of your new energy plan. Find out more about comparing electricity prices.

What if I don’t want to stay with my new provider?

You are under no obligation to remain with your new provider.

You are welcome to shop around for another energy plan that best suits your needs. Visit the Energy Made Easy website to compare the plans available in your area.

You could also ask your new provider if there is a better deal available.

What if I have life support equipment requirements?

Contact your new provider urgently to ensure they are aware of your life support equipment, even if you had advised your previous provider. Don’t assume this information has been passed on.

What if I’m on a hardship program or have rebates or concessions?

You will need to contact your new provider and tell them you were on a hardship program with your previous provider.

If you had rebates or concessions set up, you’ll need to provide these details to the new provider.

If you are paying your energy bill with Centrepay deductions, you will need to check with Centrelink to ensure your previous provider has cancelled your payments and then set up new arrangements with your new provider.

What happens to my bill?

You should receive a final bill from your previous provider up until the date you were transferred. If you had any outstanding payments, you will be required to pay these. The new provider's prices will apply from the date you became their customer.

If you had a credit on your account with your previous provider, you will need to contact any Administrator appointed to oversee the winding up of the company.

How can EWOQ help?

While we have a limited ability to help with complaints about your previous energy provider once they are in administration, we are always available to listen to your concerns and provide advice where we can. If there is an existing investigation when a RoLR event occurs, we will try to resolve it with the administrators that have been appointed.

If you have a complaint about your new energy deal or have any issues setting up life support arrangements, payment plans or rebates and concessions, contact your energy company first to give them a chance to resolve your complaint. If your complaint hasn’t been resolved or you are still unhappy, you can contact us.