QEnergy customer transfer following retailer market suspension
16 June 2023
The Essential Services Commission has initiated the retailer of last resort process to automatically transfer Victorian customers from failed electricity retailer QEnergy Limited (QEnergy) to other retailers to provide for the continued supply and sale of essential electricity services.
Under Victoria’s energy framework, the retailer of last resort scheme steps out the procedures and arrangements in place to protect a customer’s electricity supply in the event that the commission revokes a retailer’s licence or a retailer’s right to acquire electricity from the wholesale electricity market is suspended or terminated. The commission has a role in the scheme to support the transfer of affected customers to designated retailers of last resort. These are either AGL, Origin Energy or EnergyAustralia depending on a customer’s location.
QEnergy has approximately 4,880 customers in Victoria. This includes 3,970 residential, 800 small business and 110 larger business customers.
All QEnergy customers in Victoria will be automatically transferred to either AGL, Origin Energy or EnergyAustralia to ensure continued electricity supply. Customers will be contacted directly by AGL, Origin Energy or EnergyAustralia with information about the new arrangements including options for ongoing supply and who to contact for more information. Customers can change this arrangement at any time. They can choose a new retailer that services their area, or choose to enter a new contract with AGL, Origin Energy or EnergyAustralia.
Customers requiring life support equipment are advised to confirm their requirements with their new retailer as soon as possible.
Customers who were receiving payment assistance from QEnergy are encouraged to discuss payment assistance options with their new retailer if they are having trouble paying their energy bills.