Issue date
AER reference
NR 006/16

The Australian Energy Regulator has transferred customers from failed electricity retailer GoEnergy Pty Ltd (trading as Go Energy) to other businesses to ensure the continued supply of essential energy services without interruption.

Go Energy was suspended from the National Electricity Market (NEM) by the Australian Energy Market Operator for failing to comply with AEMO requirements. Go Energy’s authorisation to trade in the NEM was revoked from 12am Saturday 2 April 2016.

“Approximately 2,200 electricity customers in the ACT, South Australia, Queensland, and NSW are affected by Go Energy’s failure. The power supply to these customers will not be interrupted as a result of Go Energy’s failure,” AER Board Member Jim Cox said.

“The AER has ensured that electricity customers of Go Energy were transferred to new retailers. The former customers of Go Energy in these jurisdictions were transferred to ActewAGL Retail, AGL, Origin Energy, and EnergyAustralia.”

At this stage, Go Energy’s gas customers are not affected by its failure in the electricity market. Go Energy is continuing to retail gas to its gas customers.

The AER is responsible for overseeing the national Retailer of Last Resort (RoLR) scheme. The scheme is principally 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.

The new retailers will be writing to affected customers shortly to explain the arrangement and to ensure that customers are aware of their options for ongoing supply.

There is no obligation on ACT, South Australian, Queensland, or NSW customers to remain with their new retailer. Customers seeking information about the offers available to them can use the AER’s price comparator website, Energy Made Easy, to look at the energy deals in their area. The Energy Made Easy website is designed to help customers make informed choices about energy offers.

“The Energy Made Easy website is designed to help customers understand and make informed choices about energy offers. It also provides helpful, clear information on navigating the energy market, including energy efficiency tips, help understanding bills and contracts, and dealing with salespeople,” Mr Cox said.

Go Energy customers can call the AER’s Retailer of Last Resort hotline on 1300 055 390. Hardship customers and customers on life support equipment are encouraged to contact their new retailer urgently.

Frequently asked questions can be found on the Information for Go Energy customers section of the website.