{"id":19233,"date":"2023-06-06T15:30:25","date_gmt":"2023-06-06T05:30:25","guid":{"rendered":"https:\/\/www.originenergy.com.au\/blog\/?p=19233"},"modified":"2023-11-28T11:04:37","modified_gmt":"2023-11-28T01:04:37","slug":"energy-pricing-your-consumer-rights","status":"publish","type":"post","link":"https:\/\/www.originenergy.com.au\/blog\/energy-pricing-your-consumer-rights\/","title":{"rendered":"Energy pricing \u2014 your consumer rights"},"content":{"rendered":"\n

Energy is an essential service, which means everyone needs the right to access it. Laws exist to safeguard that right and make sure everyone has access to energy that\u2019s safe and affordable.  If energy companies don\u2019t follow these rules, they can get large fines or have their licences questioned. Here\u2019s what you need to know as a consumer. <\/p>\n\n\n\n

Price caps and safety nets<\/h2>\n\n\n\n

In most states (excluding WA and NT), the government sets a \u201csafety net\u201d price for electricity. This is the maximum price (or \u201creference price\u201d) that retailers are allowed to charge customers on \u201cStanding\u201d contracts. A Standing contract is like a default product where the terms are regulated. In Victoria, it\u2019s called the Victorian Default Offer (VDO) and NSW, QLD and SA it\u2019s the Default Market Offer (DMO). <\/p>\n\n\n\n

You can ask your energy provider to be on a standing contract any time you like, and some people might feel safe knowing they’re on a government-regulated price. Although, there may be better rates out there if the provider is advertising \u201cmarket\u201d contracts \u2013 where the energy company set their own prices. <\/p>\n\n\n\n

All energy providers also need to compare these \u201cmarket\u201d plans against the reference price when they advertise, so you can easily weigh up one plan against another when you\u2019re shopping around.  <\/p>\n\n\n\n

It\u2019s important to understand that when you see a discount off the DMO or VDO advertised, it\u2019s not necessarily a discount off your bill. It\u2019s there as a reference point only, so you can compare one price against another at a specific point in time.  <\/p>\n\n\n\n

Paying bills<\/h2>\n\n\n\n

What if I think my bill is wrong?<\/h3>\n\n\n\n

If you’ve received a high bill<\/a> that doesn\u2019t seem right, your meter is a good place to start. You can check that the usage on your meter matches the usage on your bill, and send us your own meter read. You can also request for your bill to be reissued with your self-read if the meter readings don’t match. Here’s a step-by-step tutorial on reading your meter<\/a>.

If that\u2019s not it, and you\u2019ve not managed to resolve it with one of our energy specialists<\/a>, you can always raise the issue with the Ombudsman in your state. <\/p>\n\n\n\n

What if I can’t pay my bill?<\/h3>\n\n\n\n

If you\u2019re experiencing financial difficulty<\/a>, energy providers and the government have strong protections in place to help make sure you\u2019re not left without power. The first step is to get in touch so we can talk through your options. There are a range of ways we can support you<\/a> with your energy bills.<\/p>\n\n\n\n

Can I be disconnected?<\/h3>\n\n\n\n

Energy companies can disconnect you, but there are a lot of steps they generally have to go through first \u2013 including giving you notice you\u2019ll be disconnected if you haven\u2019t been paying your bills. Keep communicating with your energy retailer to let them know what\u2019s going on. If you do, it\u2019s less likely you\u2019ll be disconnected. <\/p>\n\n\n\n

Is my energy company allowed to increase my prices?<\/h2>\n\n\n\n

Yes, with some rules. If you signed up to a variable rate plan, your rates can be varied even if you signed up for a 12-month plan. Generally, retailers review their prices a few times per year taking into account lots of factors, including what\u2019s going on in the wider energy market. <\/p>\n\n\n\n