Consumer matters
Issue date
AER reference
AC 100/21

The Australian Energy Regulator (AER) has initiated the Retailer of Last Resort process that will allow for the transfer of customers from electricity retailer Enova Energy Pty Ltd to ensure the continued supply of essential energy services to these customers.

The AER applied the market safeguard after the company was suspended from the wholesale energy market for failing to comply with Australian Energy Market Operator (AEMO) requirements.

Enova Energy’s authorisation to trade was halted at 0:00 hours Australian Eastern Standard Time, 22 June 2022, impacting around 13,300 customers across Queensland and New South Wales.

Customers are not required to take any immediate action.

Under the Retailer of Last Resort process, customers will be transferred to major retailers such as Origin Energy and Energy Australia, who will contact them directly to explain the new arrangements.

Customers are under no obligation to remain with their new retailer once they are transferred.

Our fact sheet frequently asked questions explains more about the Retailer of Last Resort scheme for Enova Energy customers. A special hotline has also been set up on 02 6243 3065.

Help for consumers to minimise energy bills in the current climate of higher wholesale prices is also available.


The Australian Energy Regulator is responsible for overseeing the national Retailer of Last Resort scheme.

The scheme is designed to ensure that in the event of retailer failure, arrangements are in place to ensure that customers continue to receive electricity and/or gas supply.

If an energy retailer fails, the AER has the power to transfer customers to a new retailer.