Origin Energy – Retailer of Last Resort

What is the ‘Retailer of Last Resort’ (RoLR) scheme?

The AER is responsible for overseeing the national Retailer of Last Resort (RoLR) scheme. The scheme is principally designed to ensure that in the event of retailer failure, arrangements are in place to ensure that customers continue to receive electricity and/or gas supply. For latest information from, and to see if a RoLR notice has been issued by AER, head to the Australian Energy Regulator’s website or refer to your retailer for market updates. 

This page provides updates for residential, business, and commercial customers that have received correspondence from Origin, relating to their retailer being suspended.  

When this happens, customers of failed retailers are automatically transferred to another energy retailer called a ‘Retailer of Last Resort’ (RoLR). This ensures that the energy supply for customers continues without being disrupted as a result of a retailer’s suspension.​ 


Who is my new retailer? Am I being transferred to Origin?

The retailer you’re transferred to depends on the location of your property.  

If you’re an affected customer, you don’t need to do anything as you’ll automatically be transferred to the RoLR assigned to your distribution network in your area. Origin are the RoLR for the following distribution network areas: 

Electricity

JurisdictionDistribution Network
New South WalesEssential Energy
Endeavour Energy
QueenslandEnergex Ltd
South AustraliaSA Power Networks
VictoriaCitiPower
PowerCor

Natural Gas

JurisdictionDistribution Network
New South WalesAustralian Gas Networks (Albury) Ltd 
Australian Gas Networks (NSW) Pty Ltd 
Central Ranges Pipeline Pty Ltd 
QueenslandAustralian Gas Networks Bundaberg Distribution Network
Australian Gas Networks Maryborough-Hervey Bay Distribution Network
Australian Gas Networks Limited 
South AustraliaAustralian Gas Networks Limited 
VictoriaMultinet Gas Networks

Retailers under the RoLR scheme

Retailer
Mojo Power East Pty Ltd – July 2022On 18 July 2022, around 226 residential and small business customers in QLD, SA and NSW have been impacted by Mojo Power’s suspension.
Powerclub Limited – July 2022On 12 July 2022, around 1000 residential and small business customers in NSW, VIC, SA, and QLD have been impacted by Powerclub’s suspension.
Enova Energy – June 2022On 22 June 2022, around 10,000 residential and small business customers in NSW and QLD have been impacted by Enova Energy’s suspension.
Pooled Energy – May 2022On 24 May 2022, around 1,300 residential and small business customers in NSW and QLD have been impacted by Pooled Energy’s suspension.
Weston Energy – May 2022On 24 May 2022, around 1,300 small business, large, commercial, and industrial customers in NSW, ACT, SA, and VIC have been impacted by Weston Energy’s suspension.

I have more questions relating to RoLR – who can I contact for support? 

We have compiled Frequently Asked Questions relating to RoLR events, which you can check out to avoid waiting in the queue. If you’d like to know more about what this means for you, contact us for any questions or concerns: 


How do I know if I am a small or large business customer? 

For electricity customers:

The threshold for Small and Large business customers is dependant on which state you’re in:

StateThreshold
ACT100 MWh
NSW100 MWh
QLD100 MWh
SA160 MWh
VIC40 MWh
  • If your annual consumption is under these thresholds – you will be classified as a small business customer.
  • If your annual consumption is over these thresholds – you will be classified as a large, commercial, and industrial business customer.

For gas customers:

  • If your annual consumption is under 1 TJ – you will be classified as a small business customer.
  • If your annual consumption is 1 TJ and over – you will be classified as a large, commercial, and industrial business customer.

I’m a life support customer. Do I need to do anything? 

If you have registered life support with your retailer, we’ve placed a temporary note about life support on your account, but you need to formally register your equipment with us. 

If you are in NSW, QLD, SA, or ACT
To register your equipment with us, you need to send us medical confirmation from a registered medical practitioner. This may be a medical certificate or a completed medical confirmation form, including one that you’ve provided previously to another energy retailer or your distributor. It must include the type of equipment required. It also needs to be legible, signed and dated, and no more than four years old.

To register your equipment with us, please scan your medical confirmation and send to us via email at LifeSupport@originenergy.com.au or alternatively call us (toll free): 

Residential customers: 1800 010 058 
Small business customers: 1800 457 837 
Large, commercial, and industrial customers: 13 23 34

Information about your life support needs will be shared with your distributor to manage any disruptions to your electricity supply caused by maintenance or network upgrades. This includes Origin as your retailer or your distributor writing to you with at least 4 business days’ notice about planned interruptions to your electricity supply.
 
If you need help, if you don’t have life support needs or your circumstances have changed regarding life support needs at this address, then please get in touch urgently.
If you are in VIC
To register your equipment with us, you will need to send us a completed medical confirmation form from a registered medical practitioner. To request this form, just send us an email at LifeSupport@originenergy.com.au or alternatively call us:

Residential customers: 1800 010 058 
Small business customers: 1800 457 837 
Large, commercial, and industrial customers: 13 23 34

Information about your life support needs will be shared with your distributor to manage any disruptions to your electricity supply caused by maintenance or network upgrades. This includes your distributor writing to you with at least 4 business days’ notice about planned interruptions to your electricity supply
 
If you need help with the form, or if you don’t have life support needs or your circumstances have changed regarding life support needs at this address, then please get in touch urgently.

More information

Find out more about these suspensions and information about the Retailer of Last Resort (RoLR) scheme below: