Upcoming fee changes 1 January 2021

There are some fee changes effective from 1 January 2021 which will affect most residential and small business customers.

There’s some changes to the card payment fee and payment processing fee amounts to reflect the current cost of providing various services to our customers.

We’ve also made a decision to charge a card payment fee, payment processing fee and paper bill fee on all products, including standard retail contracts (excl Vic).

Exclusions: If you’re registered for life support, hardship or concession, the fees don’t apply. For other exclusions that may apply, see our Q&A below.

We’ve also changed our Terms relating to the meter works administration fee for market electricity customers from 1 August for some states, and from 1 January 2021 in Victoria.

Customers will receive a notification of the 1 January 2021 changes with their next bill.

Take a moment to read our latest fee changes in the FAQ below.

Fee changes for customers on a market contract - all states (excl NT):

There will be changes to some fees that form part of your Agreement.

Note: If you’re a customer registered for life support, hardship or concession, the fees don’t apply to you. Other exclusions may also apply, so check our Q&A on ‘Exclusions’ in this FAQ.

  • Fees to apply to all products

From 1 January 2021, we will be including a card payment, payment processing fee and paper bill fee on all market products, including Origin Basic, Origin Supply, FlexiChoice and FlexiPlus products.

We are also changing:

  • Card payment fee  
    • Visa credit card: decrease from 0.60% (incl GST) to 0.59% (incl GST)
    • Visa debit card: decrease from 0.26% (incl GST) to 0.25% (incl GST)
    • Mastercard credit card: increase from 0.72% (incl GST) to 0.73% (incl GST)
    • Mastercard debit card: this fee was reduced from 0.32% (incl GST) to 0.20% (incl GST) on 1 July 2020. Customers would have received a notice from us in June about this change. The fee amount isn’t changing on 1 January 2021 however this fee will be charged on all products from this date.
    • NSW only: the card payment fee amount of 0.49% (incl GST) for payments made by Visa and Mastercard over the counter at Australia Post outlets remains unchanged, however the fee will be charged on all products from 1 January.

The card payment fee is applied to the total payment amount (incl GST).

The fee changes reflect how much it costs Origin to process these payments.

The card payment fees are a cost pass through from the banks and we don’t make any money from these fees. The Reserve Bank of Australia (RBA) has a standard for businesses charging customers a surcharge for the use of a credit or debit card and our fees reflect this standard.

Note: for the NSW card payment fee of 0.49% (incl GST) for payments made by Visa and Mastercard over the counter at Australia Post outlets, this is a cost pass through from Australia Post.

  • Payment processing fee at Australia Post
    • Payment processing fees at Australia Post will increase from $2.00 (incl GST) to $2.70 (incl GST) to reflect the cost of these transactions.

           NB: Customers in NSW are exempt from paying the payment processing fee.

  • Meter works administration fee – variation to the Market Terms

For electricity customers on market contracts:

We’ve also changed our Terms relating to the meter works administration fee: from 1 August 2020 in NSW, QLD, SA and ACT (note changes were announced in June and a letter or email was sent in June), and from 1 January 2021 in Victoria, we may change the amount of this fee from time to time. Customers can visit our website for the current fee.

The meter works administration fee only applies where an electricity customer on a market contract requests a change, removal or installation of an electricity meter. It is to arrange metering-related goods or services for you in connection with that request with a meter provider or distributor.

If you’re eligible for concession rebates, some fees may not apply. Exclusions may apply.

Fee changes for customers on a standard retail contract - all states (excl Vic and NT):

Note: If you’re a customer registered for life support, hardship or concession, the fees don’t apply to you. Other exclusions may also apply, so check our Q&A on ‘Exclusions’ in this FAQ.

  • Certain fees to apply to all products

For customers on a standard retail contract (excluding Victoria and NT), we will be charging a card payment fee, payment processing fee and paper bill fee on all products from 1 January 2021, to align with our market contract customers.

In summary:

  • Card payment fee 

            We’ll apply a card payment fee for payments made using a Visa or Mastercard (debit and credit card).  

- Visa credit card: 0.59% (incl GST)

- Visa debit card: 0.25% (incl GST)

- Mastercard credit card:  0.73% (incl GST)

- Mastercard debit card: 0.20% (incl GST)

- NSW only: 0.49% (incl GST) fee will apply for payments made by Visa and Mastercard over the counter at Australia Post outlets.

The card payment fee is applied to the total payment amount (incl GST).

The fee changes reflect how much it costs Origin to process these payments.

The card payment fees are a cost pass through from the banks and we don’t make any money from these fees. The Reserve Bank of Australia (RBA) has a standard for businesses charging customers a surcharge for the use of a credit or debit card and our fees reflect this standard.

Note: for the NSW card payment fee of 0.49% (incl GST) for payments made by Visa and Mastercard over the counter at Australia Post outlets, this is a cost pass through from Australia Post.

  • Payment processing fee at Australia Post

Origin’s payment processing fee (which is the higher of $2.70 (incl GST) or 0.49% (incl GST) of the total payment amount) will apply if you pay over the counter at an Australia Post outlet (excl NSW). The fee reflects the cost of these transactions.

NB: Customers in NSW are exempt from paying the payment processing fee.

  • Paper bill fee

A paper bill fee of $1.75 (incl GST) may be charged (excl NSW) if you receive your bill by post. This fee does not apply to customers registered for a concession, life support or hardship.

For customers in all states (excluding Victorian standard retail contract customers, and NT customers), you’ll receive an insert or attachment with your bill called ‘Upcoming fee changes’ during the period September to November 2020.

The fee changes on 1 January 2021 don’t apply to:

·       customers registered for life support, hardship or concession

·       customers on a financial assistance plan (e.g. our Power On program).

There are also other excluded customer groups which may apply:

·       tender or multi-site business customers

·       hot water customers

·       unmetered gas supply customers

·       customers on fee-free products i.e. Origin Value and Origin Freedom

·       customers in the Goondiwindi cross-border region

·       customers with a collective ‘parent’ bill.

If you’re a Victorian customer on a standard retail contract, the fee changes won’t apply to you due to state regulations.

NT customers are excluded. 

For market contracts: There’s no change to the Market Agreement Terms for any 1 January 2021 fee changes.

We have changed our terms relating to the meter works administration fee: from 1 August 2020 in NSW, QLD, SA and ACT (note changes were announced in June and a letter or email was sent in June), and from 1 January 2021 in Victoria, we may change the amount of this fee from time to time. Customers can visit our website for the current fee.

For standard retail contracts: There’s no change to your standard T&Cs for the 1 January 2021 fee changes in ACT, NSW, QLD, SA and WA. The fees will appear on Basic Plan Information Documents and energy Fact Sheets from 1 January. For new customers, the fees will appear in the customer’s Detail section of their contract welcome pack.

We update our transactions fees to reflect the cost of processing these transactions.

The change in the Mastercard debit card fee on 1 July 2020 reflected a reduction in the cost of processing these transactions at that time.

The changes being made on 1 January are being made:

  • to align our card payment fee, payment processing fee and paper bill fee across all products, and across both contract types*, and
  • to update some fee amounts to reflect the cost of these transactions.

*The fee changes do not apply to Victorian standard retail contracts.

We reduced the Mastercard debit card payment fee from 0.32% (incl GST) to 0.20% (incl GST) effective 1 July 2020 for residential and small business customers. The Mastercard debit card payment fee is applied to the total payment amount (incl GST).

Currently, we don’t apply this fee to Origin customers on a standard retail contract. However, from 1 January 2021, it will apply. This fee will now apply to all market products, and standard retail contracts in ACT, NSW, QLD, SA and WA.

The Mastercard debit card payment fee does not apply to customers who are registered for life support, hardship or concession. Other exclusions may also apply. See the Q&A on exclusions in this FAQ.

The change in fee amount reflects how much it costs Origin to process these payments.

We changed our Terms relating to the meter works administration fee for electricity customers on a market contract in NSW, QLD, SA and ACT: from 1 August 2020 we may change the amount of this fee from time to time. Customers can visit our website for the current fee amount at any point in time.

From 1 January 2021 for Victorian customers, we may change the amount of the fee from time to time. Customers can visit our website for the current fee at any point in time.

The meter works administration fee doesn’t apply to Origin customers on an electricity standard retail contract.

If you’re on a discounted energy plan, or on Origin Basic, Origin Supply, FlexiChoice or FlexiPlus, then you are on a market contract.

A standard retail contract is a regulated contract, where your prices are set at a standing offer rate – which for NSW, QLD and SA customers matches the Default Market Offer pricing, and in Victoria matches the Victorian Default Offer pricing.

Yes. We encourage any customer who is having trouble paying their bills as a result of the impacts of COVID-19 to contact us so we can help. There is a range of support available including payment extensions, and tailored payment plans. You’ll find more on our coronavirus page.

You can find more on Origin’s fees at:

·       Residential customersBPIDs and Fact sheets and Additional charges

·       Business customersBPIDs and Fact sheets and Additional charges

For more information you can also call us on:

·       Residential: 13 24 61 between 7am to 7pm weekdays or 9am to 5pm Saturdays.

·       Business: 1300 661 544 between 8am to 6pm weekdays.

You can also chat live with our team (Monday to Saturday).