There are a number of steps you can take if you are having a problem with your energy service, retailer or distributor. You can read this fact sheet or visit the Make a complaint page below.
Understanding your energy service
Connecting electricity or gas to your home for the first time
This fact sheet explains the processes you need to follow to get electricity or gas services physically connected to your property for the first time.
Energy efficiency in your home
Using electricity and gas efficiently is not only good for the environment, it can also help you save money. This fact sheet provides information on ways you can reduce the amount of energy you use in your home.
Your energy rights
This brochure for household energy customers provides useful information to help control your energy service, such as shopping around, understanding rights and using the Energy Made Easy website to compare offers.
Hardship and payment difficulties
These brochures explain what you can do if you are having trouble paying your energy bills due to hardship.
Shopping around
Energy retailers compete for your business by offering you different energy contracts with varying prices, discounts and conditions. This fact sheet explains how you can shop around to get an energy offer that better suits your needs.
Energy bills
Part of understanding your energy service is understanding your energy bill. Energy bills are made up of a range of costs including wholesale and network charges as well as the costs of providing a retail service. This fact sheet shows the components of your energy bill and explains some of the reasons for increases in energy prices in Australia.
Embedded networks
Visit our page dedicated to embedded network customers or read through this fact sheet on how to access an authorised retailer of your choice.
Exempt selling - obligations and customer rights
Exempt selling occurs when a person or business purchases energy from a retailer and on-sells the energy to their customers, commonly through what is called an embedded network.
These fact sheets are aimed at exempt sellers and their customers, setting out their rights and obligations.
- Energy exempt sellers – your requirements and obligations regarding residential customers
- Energy exempt sellers – your requirements and obligations regarding small business customers
- Buying energy from an exempt seller – your rights and protections as a residential customer
- Buying energy from an exempt seller – your rights and protections as a small business customer
Additional information
Energy and essential medical equipment
This brochure provides information for consumers who rely on medical equipment and may be affected in the event that their power is cut off unexpectedly. This information outlines how a person can be ready and have a plan in place for unexpected power outages.
Energy and small businesses
This brochure is for small businesses in the ACT, NSW, Queensland, SA and Tasmania. It provides information on which businesses are considered ‘small customers’ under national energy laws, outlines the rights of small energy customers and discusses the benefits of switching retailers.
Smart meters
We are currently updating our smart meter information and guidance as there have been some recent changes to the electricity legislation to accelerate the replacement of older, basic meters with smart meters for all residential and small business customers.
In the meantime, we've provided a few important things for you to know about the changes.
Default Market Offer
This fact sheet explains the electricity price safety net and the AER's role in setting the Default Market Offer.
You can also visit our Retail pricing and Default Market Offer page.
