Origin Energy – Retailer of Last Resort FAQs

This page provides answers to Frequently Asked Questions relating to Retailer of Last Resort (RoLR) events for residential, business, and commercial customers that have received correspondence from Origin, relating to their retailer being suspended.  

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.

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.​ 

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. 

Information for customers being transferred to Origin 

We understand this news may be a surprise. We’d like to assure you that your supply won’t be disrupted as a result of this change – and that we’re committed to sorting everything out for you as quickly as we can.  

Below you’ll find some important information about the way we have to set up your new Origin account, and in some places we’ve asked you to get in touch where we need information from you. 

We’ve got a team of people already working on this, but it’ll still take us a bit of time to piece together all the information we’ll receive from your retailer, your distributor (the network provider business that manages the electricity poles and wires and/or natural gas network and pipes to your property) and the energy market operator, AEMO. 

We’ll send you a letter with the details of your new Origin account when we’ve set your account up. If you contact us about any of the information below, we may have to make a note of it and get back to you if necessary after we’ve set your account up. 

We’ll do our best to help with any queries or concerns, but until we have all the information about your account that we should have there may be some things we just don’t know yet. 

I have more questions relating to ROLR and what that means for me – who can I contact for support?  

Browse our list of Frequently Asked Questions relating to Retailer of Last Resort (RoLR) events below, to avoid waiting in the queue. You can also contact us for any questions or concerns: 

For more information on the Retailer of Last Resort (RoLR) scheme, visit the Australian Energy Regulator (AER) website or call the AER Retailer of Last Resort event hotline on 02 6243 3065.  

Customers in Victoria can also visit the Essential Services Commission website.

Will Origin be in contact with me?

We’ll be sending you a letter as soon as we can, to explain about the way your account must initially be set up, the options available to you, and the important information we might need from you to sort things out.  

We’ll send you a letter with the details of your new Origin account when we’ve set your account up. 

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. 

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 retailer1 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 to LifeSupport@originenergy.com.au or alternatively call us (toll free): 

If you’re eligible for any life support rebates, we need everything to be set up correctly so that we can make sure these continue to be applied to your account. This will be done when we receive the completed Government Rebate form from you. 

How long will it take until I hear something from Origin?

Not long after AEMO suspended your retailer, we started receiving your customer information from several different sources including AEMO, your distributor and your retailer. This may take some time, and after we receive that information, we need to validate it to make sure it’s accurate before we begin sending out letters. 

We’ve already pulled a team of our people together to make sure we can send out our first letter as quickly as possible, but it’s still likely to take us at least a week or two. If it looks like taking longer than this, we’ll be sure to update this website with a new estimate of when you’re likely to receive it. 

We’ll send you a letter with the details of your new Origin account when we’ve set your account up.  

How will Origin set up my account? 

Under the National Energy Retail Law, we must set your account up on the rates and contract terms of our electricity Standard Contract terms that apply to your supply address. 

The electricity rates and Standard Retail Contract terms that will apply to your account when we set it up can be found here for residential customers and for small business customers.

If you’re a large business customer, you will receive more information about the terms of our contract and charges in your first letter from us. 

Does my account have to stay the way it’s first set up?

No. Your account will only stay set up on our Standard Retail Contract terms if you choose not to do anything else.

You have the option to transfer your account to another retailer if you prefer, but we’ve got some great market contract offers available in most areas which you can check out here for residential customers and for small business customers.

Once you receive our letter confirming your account is set up, we can switch your plan for any other current Origin market offer. 

Small business and residential customers: You can change your plan any time by registering for My Account or we can do it over the phone by calling 13 24 61.

Large business customers: Give us a call on 13 23 34 or email us at BusinessCustomers@originenergy.com.au to discuss your options. 

Can I change to another offer with Origin?

Yes. We’ve got a great range of electricity offers to choose from, but you’ll need to wait until we’ve set up your account.

Once you receive our letter confirming your account is set up, we can switch your plan for any other current Origin market offer.

Will my supply be affected, or even disconnected? 

No, if you previously had an account set up with your retailer. The Retailer of Last Resort (RoLR) scheme exists to make sure that there is no disruption to your electricity supply in these circumstances. That’s why you’re being transferred over to Origin. 

If you recently moved into your property and haven’t yet set up an account with your retailer, you’ll need to contact us as soon as possible. Give us a call on 13 24 61

I have a solar PV system – what solar feed-in tariff will I receive? 

If it looks like you’re eligible for a solar feed-in tariff, we’ll be setting you up with our standard retailer feed-in tariff that applies for your state. You can find more information on our solar feed-in tariff page or give us a call on 13 24 61

I had green energy with my retailer – will this be transferred over? 

No. Any green energy arrangements you had in place with your retailer won’t automatically transfer to us. But it’s easy to go green with Origin, and we have several GreenPower options you can choose from. 

You can add a GreenPower option once your account is set up. After you receive our letter confirming this, you can add GreenPower yourself online by registering for My Account or we can do it over the phone by calling us on 13 24 61.

I have a rebate, concession, or a valid Pensioner’s or Senior’s card – do I need to do anything?

If you’re eligible for an electricity rebate or concession, or if you have a valid Pensioner’s or Senior’s card, please give us a call on 13 24 61 so we can register your details and make sure the concession or rebate is applied to your account. 

We can’t automatically do this for you, and we mightn’t receive all the correct information, so it’s important to let us know about your eligibility. 

I have direct debit set up with my retailer – what happens now? 

If you were set up to pay by direct debit with your retailer, they should stop debiting money from your account once your final bill from them has been paid.  

Your direct debit won’t automatically apply to your new Origin account, so you’ll need to arrange it again with us.  

Direct debit can be activated once your account is set up. After you receive our letter confirming this, you can set up direct debit yourself online by registering for My Account or we can do it over the phone by calling us on 13 24 61.

I have a payment plan with my retailer – what happens now?  

Your retailer should continue with your payment plan if it relates to payment for electricity you used before the date they were suspended by AEMO. But you’ll need to get in touch with your retailer to confirm this. 

Your payment arrangements with your retailer won’t automatically transfer to your new account with us – but don’t worry, we have several payment options you can choose from. 

For example, with EasiPay, our small business and residential customers can arrange to pay bills in weekly, fortnightly, or monthly instalments. 

EasiPay can be activated once your account is set up. After you receive our letter confirming this, you can set up EasiPay yourself online by registering for My Account or we can do it over the phone by calling us on 13 24 61.

I was paying my account through Centrepay – what happens now? 

You can still use Centrepay – but you’ll need to get us (or Centrepay) to update your payment details to Origin. If you’re getting in touch with Centrepay yourself, you’ll need to give them our payment reference number. 

You can set up your Origin account with Centrepay once your account is set up. After you receive our letter confirming this, get in touch on 1800 010 058 if you’d like us to contact Centrepay for you, or if you’d like us to give you our payment reference number.   

Please note that Centrepay may stop making payments to your retailer as soon as they become aware that your retailer has been suspended by AEMO.  

I made advance payments to my retailer – what happens now? 

If you’ve made payments in advance to your retailer, we expect they should apply those payments to any remaining balance owing on your account up to the time your account was transferred to us. We expect that any remaining balance should be repaid to you. But you’ll need to get in touch with your retailer to confirm this. 

I have an outstanding account with my retailer – what happens to this?  

Outstanding customer accounts with your retailer are still owed to them, and it’s likely that your retailer will follow their usual debt collection process if payments they’re owed continue to remain outstanding. But you’ll need to get in touch with your retailer to confirm this. 

I paid a security deposit when I joined with my retailer – can I get it back? 

We expect that your retailer should refund any security deposit (including any interest), but they may be entitled to deduct any outstanding payment you owe them for electricity you used before the date they were suspended by AEMO. But you’ll need to get in touch with your retailer to confirm this. 

I’ve asked to arrange a service request (e.g. a special meter read) – what happens now? 

If you’ve asked to arrange a service request with your distributor which hasn’t happened yet (e.g. a special meter read), leave it with us. We’ll receive a list of all service requests through your retailer and from your distributor, along with daily updates about where things are up to. We’ll take over making sure these happen.  

If you requested a reconnection, please get in touch with us, so we can make sure everything’s on track. Feel free to get in touch also if you’re concerned about any other service request you’ve made, or if you’ve paid in advance for a request not yet completed. 

Will I receive a final bill from my retailer?  

We expect that you’ll receive a final bill from your retailer, which will likely be for the electricity you used up until the day they were suspended by AEMO. But you’ll need to get in touch with your retailer to confirm this.  

Unless you have a smart meter for your electricity, the meter reading used for this final bill will be estimated by your distributor in accordance with the regulations. If you have a smart meter, then an actual reading will be used.  

The meter reading for your final bill from your retailer will be the start meter read for your Origin account. 

How long will it take until I receive my first Origin bill?

Once your Origin account is set up and everything’s working as it should, we’ll send your bills according to your meter read schedule.  

We’ll be doing our best to sort things out as quickly as we can, but it might take us a little while to piece together the information about your account that we receive from your retailer, AEMO and your distributor.  

Our priority will be accounts for life support customers, and those with outstanding service orders – with the rest according to when meters will be read. Unfortunately, it’s likely that some people will experience a delayed first bill from us.  

When you do receive your first bill from us, if being later than usual makes it more difficult to pay just give us a call – we have payment options available that will help make it easier. 

I was having difficulty staying on top of my bills with my retailer – what happens now? 

Your retailer should continue with any financial hardship arrangement if it relates to payment for electricity you used before the date they were suspended by AEMO. But you’ll need to get in touch with your retailer to confirm this. 

Your financial hardship arrangements with your retailer won’t automatically transfer to your new account with us – but don’t worry, we have a range of payment assistance options, including our Origin Power On program to help our customers get their energy bills back on track. Find out more about Power On

If you are a residential customer and were having difficulty paying your electricity bills, get in touch and talk to us about your situation on 13 24 61.   

Victorian residential customers are entitled to a range of payment assistance options designed to help you get on top of paying your electricity bills. We also provide home energy advice to help you reduce ongoing costs, connect you with independent financial counselling or let you know about any government concessions and grants you may be eligible for.

Find detailed information about our payment assistance options or if you’d prefer to talk these through, give us a call on 13 24 61.  

I was in the middle of transferring from Origin to my retailer that is now suspended – what happens now? 

If you were in the process of transferring from Origin to your retailer, this transfer won’t be completed. You’ll stay an Origin customer on your current contract arrangements. We’ll be sending you a letter to confirm this. 

If you would like to discuss your energy plan options with us, please get in touch on 13 24 61.  

I was in the middle of transferring from my suspended retailer to Origin – what happens now?  

If you were in the process of transferring to Origin, your transfer will still take place and you’ll be set up as an Origin customer on the energy plan to which you’ve already agreed.  

If you haven’t set up direct debit yet, this can be activated once your account is set up. After you receive our letter confirming your transfer, you can set up direct debit yourself online by registering for My Account or we can do it over the phone by calling us on 13 24 61.

Find out more information about our bill payment options:

I was in the middle of transferring to a different retailer from the now suspended retailer – what happens now?

If you were in the process of transferring from your retailer to an electricity retailer other than Origin, your transfer will be fast-tracked by AEMO to avoid coming over to Origin first. 

What if I have an ongoing dispute or a complaint with the now suspended retailer?  

We’re unable to help you with a billing dispute or complaint to do with your retailer. If you can’t resolve your dispute or complaint with them, you can contact:

StateOmbudsmanTelephoneWebsite
ACTACT Civil and Administrative Tribunal02 6207 1740acat.act.gov.au
NSWEnergy & Water Ombudsman NSW1800 246 545 ewon.com.au
QLDEnergy and Water Ombudsman Queensland 1800 662 837 ewoq.com.au
SAEnergy and Water Ombudsman South Australia 1800 665 565 ewosa.com.au
VICEnergy and Water Ombudsman Victoria1800 500 509 ewov.com.au

If your problem with your retailer wasn’t relating to your bills, but something else about your account like your address or an issue with your meter, then please get in touch with us and we’ll do our best to sort things out for you: 

Who can I call if I want more information or have any concerns?

 

For more information on the Retailer of Last Resort (RoLR) scheme, visit the Australian Energy Regulator (AER) website or call the AER Retailer of Last Resort event hotline on 02 6243 3065.  

Customers in Victoria can also visit the Essential Services Commission website.