Getting connected and changing energy company

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Getting connected and changing energy company

When you move house, it’s important to set up new electricity, gas and water accounts and close old ones. Shop around for a good energy offer and know what to do if something goes wrong.

Managing your accounts when you move house

When you move house, set up your electricity, gas and water accounts at least two business days before you move in, or at least 20 business days if it’s a new home that hasn’t been connected before.

Close your old accounts and give your company your new address for your final bill. If you don’t, you might be chased for debt or have a default listed on your credit file.

'Dear Occupier' letters and bills

If you don't set up an energy account, or if something goes wrong, you might receive 'Dear Occupier' letters or bills. Contact the company and explain the situation. If you ignore the bills, you might be chased for debt or have your energy disconnected.

Choosing an energy company and offer

You can usually choose your energy company. Each one has different prices and conditions, so shop around. Victorian Energy Compare is a free, independent website you can use to compare prices.

Energy companies may market to you door-to-door or over the phone. They mustn’t pressure or mislead you, and they can't sign you up unless you agree. Always check the conditions in your contract before signing up. If you change your mind, you can cancel within the ten-day cooling-off period.

Finding your water company

You can’t choose your own water company – each area of Victoria has its own provider, listed on this interactive map.

Problems with switching energy companies

Sometimes, things go wrong when you set up a new account or switch between energy companies. For example:

  • the transfer is delayed
  • the wrong meter is transferred
  • your previous supply isn’t disconnected, or it’s disconnected on the wrong date
  • you’re billed for time when you weren't at the property
  • the price or contract terms are different to what you agreed.

If something goes wrong when you switch, contact your company. If you can’t sort the problem out directly, EWOV can help.

Read, download and print: simple fact sheets about getting connected and changing energy company

Fact Sheet 9

New transitional housing tenants

Getting connected and changing energy company
Helping transitional housing tenants avoid energy and water hassles
Fact Sheet 11

Solar and feed-in tariff basics

Getting connected and changing energy company
General information about issues with solar, including the connection process and how to check your bill

How we've helped others: case studies about getting connected and changing energy company

Case study

A delay in a new electricity connection causes a customer to lose money (February 2017)

Getting connected and changing energy company
Case study

Pressured into an account transfer by a door-to-door salesman (January 2017)

Getting connected and changing energy company

Hot topic articles about getting connected and changing energy company

Hot topic

Energy marketing and consumer rights (July 2016)

Getting connected and changing energy company
Switching retailers is up to you. Find out what (and what not) to do.
Hot topic

Moving into a new property (March 2016)

Getting connected and changing energy company
Moving in and out: setting up and closing energy and water accounts, comparing offers, ‘dear occupier’ notices and what can go wrong.

Getting connected and changing energy company

Changing LPG company

LPG customers can also change company. Tell your old company that you are changing so that they can collect their cylinders and the new company can put in its own. If you have a very large cylinder, you might have to pay extra to change over.

When you can’t change energy company

While most customers can choose their energy company, there are some exceptions. If you’re in an apartment block with centralised (or ‘bulk’) hot water, you won’t be able to choose your hot water provider. Changing company can also be impractical if you’re in an embedded electricity network. To find out if you’re in an embedded network, contact your body corporate.