Information for residential and small business customers of Urth Energy
On 2 February 2017, Urth Energy Pty Limited was suspended from the electricity retail market by the Australian Energy Market Operator (AEMO) – which means Urth Energy can no longer supply their customers with electricity.
When this happens, the National Energy Retail Law requires Urth Energy customers to be automatically transferred to another energy retailer called a ‘Retailer of Last Resort’ (RoLR).
This ensures that the electricity supply for Urth Energy customers continues without being disrupted as a result of Urth Energy’s suspension.
Who is my new electricity retailer? Am I being transferred to Origin?
Under the National Energy Retail Law, your electricity supply will be automatically transferred to Origin because we are your Retailer of Last Resort.
The retailer you’re transferred to depends on the location of your property. Under the National Energy Retail Law Origin is the Retailer of Last Resort for the Essential and Endeavour areas in NSW and the Energex area in QLD. Electricity customers of Urth Energy who live in these areas will be automatically transferred to Origin.
Information for residential and small business customers of Urth Energy being transferred to Origin
We understand this news may be a surprise. We’d like to assure you that your electricity 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 Urth Energy, your distributor (the network provider business that manages the electricity poles and wires to your property) and the energy market operator, AEMO.
We’ll send you an initial letter with the details of your new Origin account, and then when we’ve set your account up we’ll send you another letter to confirm that you’re now in our system.
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 out 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’m a life support customer. Do I need to do anything?
Yes. You need to get in contact with us urgently on 1800 010 058 (8am – 6pm AEST) to let us know.
Even if you previously registered as a life support customer with Urth Energy, you’ll still need to fill out the necessary paperwork with us.
If the information we receive about your account indicates that you currently have life support needs, we’ll include the paperwork in the first letter we send you.
And 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.
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 has to initially be set up, the options available to you, and the important information we might need from you to sort things out.
Once we’ve set your account up, we’ll send you another letter to let you know. After this, it’ll be a lot easier to answer some of your queries, and we’ll also be able to do things like set up direct debit, switch your plan, or talk about payment plans or when you can expect your next bill.
How long will it take until I hear something from Origin?
Not long after AEMO suspended Urth Energy, we started receiving your customer information from a number of different sources including AEMO, your distributor and Urth Energy. 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.
After your account is set up, you’ll receive a second letter from us confirming this. Then we’ll be able to do things like set up direct debit, switch your plan, or talk about payment plans or when you can expect your next bill.
How will Origin set up my electricity account?
Under the National Energy Retail Law, we have to set your account up on the rates and contract terms of our electricity Standing Offer that apply to your supply address in your respective State.
Does my electricity account have to stay the way it’s first set up?
No. Your account will only stay set up on our Standing Offer 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.
Can I change to another electricity 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 – and don’t worry, if you get in contact soon enough after we send the letter we can backdate it to the day you came across to Origin.
Will my electricity supply be affected, or even disconnected?
No, as long as you previously had an account set up with Urth Energy. The Retailer of Last Resort 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 in to your property and haven’t yet set up an account with Urth Energy you’ll need to contact us as soon as possible.
I have a Solar PV system. What solar feed-in tariff will I receive?
We’re unable to help you with a billing dispute or complaint to do with Urth Energy. If you can’t resolve your dispute or complaint with them, you can if you’re in QLD, you can contact the Energy & Water Ombudsman Queensland on 1800 662 837 or at www.ewoq.com.au or if in NSW, you can contact Energy & Water Ombudsman NSW on 1800 246 545 or at www.ewon.com.au
If your problem with Urth Energy 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 on 1800 010 058 and we’ll do our best to sort things out for you.
I had green energy with Urth Energy. Will this be transferred over?
If you were in the process of transferring from Urth Energy to an electricity retailer other than Origin, your transfer will be fast-tracked by AEMO to avoid coming over to Origin first.
I have an electricity rebate or concession, or a valid Pensioner’s or Senior’s card. Do I need to do anything?
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.
I have direct debit set up with Urth Energy. What happens now?
If you were in the process of transferring from Origin to Urth Energy, 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, residential customers can get in touch with us on 1800 010 058 (8am – 6pm AEST).
If you’re a small business customer, you can also call us on 1800 010 058 (8am – 6pm AEST).
Large customers can contact us on 13 23 34.
I have a payment plan with Urth Energy. What happens now?
There are no one-off fees to cover our costs involved with your transfer.
I was experiencing difficulty staying on top of my bills with Urth Energy. What happens now?
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 Urth Energy, 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 paying my account through Centrepay. What happens now?
We expect that you’ll receive a final bill from Urth Energy, 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 Urth Energy 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 Urth Energy will be the start meter read for your Origin account.
I made advance payments to Urth Energy. What happens now?
We’ll receive a list of all service requests through Urth Energy 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 on 1800 010 058 (8am – 6pm AEST) 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.
I have an outstanding account with Urth Energy. What happens to this?
We expect that Urth Energy 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 Urth Energy to confirm this.
You’ll also need to get in touch with Urth Energy directly to arrange a security deposit refund.
I paid a security deposit when I joined Urth Energy. Can I get it back?
Outstanding customer accounts with Urth Energy are still owed to them, and it’s likely that Urth Energy 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 Urth Energy to confirm this.
I’ve asked Urth Energy to arrange a service request with my distributor which hasn’t happened yet (eg. special meter read). What happens now?
If you’ve made payments in advance to Urth Energy, 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 Urth Energy to confirm this.
Will I receive a final bill from Urth Energy?
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 (8am – 6pm AEST) 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 Urth Energy as soon as they become aware that Urth Energy has been suspended by AEMO.
How long will it take until I receive my first Origin bill?
Urth Energy should continue with any financial hardship arrangement as long as 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 Urth Energy to confirm this.
Your financial hardship arrangements with Urth Energy won’t automatically transfer to your new account with us – but don’t worry, we have the 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 experiencing difficulty paying your electricity bills, get in touch and talk to us about your situation on 1800 010 058 (8am – 6pm AEST).
Are there any extra charges from Origin that I need to know about?
Urth Energy should continue with your payment plan as long as 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 Urth Energy to confirm this.
Your payment arrangements with Urth Energy won’t automatically transfer to your new account with us – but don’t worry, we have a number of payment options you can choose from.
For example, with EasiPay, our 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.
I was in the middle of transferring from Origin to Urth Energy. What happens now?
If you were set up to pay by direct debit with Urth Energy, 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.
Find out more information about our bill payment options:
I was in the middle of transferring from Urth Energy to Origin. What happens now?
If you’re eligible for a electricity rebate or concession, or if you have a valid Pensioner’s or Senior’s card, please give us a call on 1800 010 058 (8am – 6pm AEST) 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 was in the middle of transferring to a different electricity retailer from Urth Energy. What happens now?
No. Any green energy arrangements you had in place with Urth Energy won’t automatically transfer to us. But it’s easy to go green with Origin, and we have a number of 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.
Learn more about our GreenPower options:
What if I have an ongoing dispute or a complaint with Urth Energy?
You’ll receive any applicable feed-in credits from us, starting from when we take over your account – which we’ll calculate according to the feed-in tariff for which you’re eligible.
We’ll be determining your feed-in tariff eligibility based on the distributor information we receive, and we’ll include the relevant feed-in tariff information in our letter that we send you.
Who can I call if I want more information or have any concerns?
You can reach us with any questions or concerns on 1800 010 058 (8am – 6pm AEST).
For more information on the Retailer of Last Resort scheme you can visit the Australian Energy Regulator’s (AER) website at www.aer.gov.au or call the AER Retailer of Last Resort event hotline on 1300 055 390.