What is changing?

On 3 September 2017, the NSW Government announced a number of changes to retailer fees. These changes came into effect from 1 January 2018, and mean that retailers are not allowed to charge exit fees (also known as early termination fees), paper bill fees or fees for paying through Australia Post for any electricity customers in NSW. These extended protections ensure consumers directly benefit from the bill savings.

The removal of these fees also boosts competition and puts the customer’s needs first. You can shop around at any time for a better electricity deal.

Why are these fees being removed?

To promote energy affordability, removal of fees was one of the most direct ways to pass bill savings on to all consumers. Additional measures to improve energy affordability include:

When will I see the bill savings?

The NSW Government has worked with retailers to have these changes come into effect from 1 January 2018.

What should I do if I think I’ve been unfairly charged?

If you feel that you may have been charged a fee unfairly, contact the Energy and Water Ombudsman, EWON, at www.ewon.com.au, or 1800 246 545 to learn more about your consumer rights and protections.