EnergyAustralia promised savings I never got, what can I do?
What to do if you switched to EnergyAustralia based on a savings promise that turned out to be wrong, or without giving proper consent.
Regulator
State energy ombudsman (EWON in NSW, EWOV in VIC, EWOQ in QLD)
Key legislation
Australian Consumer Law and the National Energy Retail Rules
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to State energy ombudsman (EWON in NSW, EWOV in VIC, EWOQ in QLD) is prepped and ready.
A specific savings claim made to get you to switch, for example a promised percentage or dollar figure off your bill, should be based on a genuine comparison against your actual usage, not a generic pitch. If you switched to EnergyAustralia on the strength of a savings promise and your bills show no real improvement, or came out higher, that promise is worth scrutinising directly as potentially misleading conduct under the Australian Consumer Law.
Separately, check whether the switch itself was properly authorised. If you did not clearly agree to move your account, or the switch happened based on a call you do not recall consenting to, that is a different problem, an unauthorised transfer, which has its own path to being reversed and put right at no cost to you.
Gather your bills from before and after the switch, and whatever you were told about expected savings, a script, an email, a text, anything in writing. Put the comparison to EnergyAustralia directly and ask it to explain the gap or correct the account. If it will not properly respond, escalate to your state energy ombudsman, EWON, EWOV or EWOQ, free of charge, which can investigate both misleading conduct and unauthorised transfers.
Frequently asked questions
How do I check if a savings claim was misleading?
Compare your actual bills before and after the switch against what you were promised. A genuine mismatch is worth raising directly.
What if I never agreed to switch at all?
That is an unauthorised transfer issue, separate from a misleading savings claim, and can be reversed at no cost to you.
What evidence should I keep?
Bills from before and after the switch, and anything in writing about the savings you were promised.
Can EnergyAustralia just say the market changed?
A genuine market shift is possible, but you are entitled to ask EnergyAustralia to explain the specific gap between the promise and your actual bills.
Is there a time limit to raise this?
Raise it as soon as you notice the discrepancy, the sooner you document it, the stronger the comparison against the original promise.
What if EnergyAustralia won’t address it?
Escalate to your state energy ombudsman, free of charge, which can investigate misleading conduct and unauthorised switching.
What if EnergyAustralia just ignores my letter?
Silence is not a dead end, it is a deadline breach. EnergyAustralia is expected to respond to a formal complaint within 30 days. Build your letter with us and we track that deadline for you: a countdown check-in two weeks in, and if they miss the deadline, your escalation to your state energy ombudsman (EWON in NSW, EWOV in Victoria, EWOQ in Queensland, or your state equivalent) arrives pre-filled and ready to lodge. Escalating is free.
Related fights
The Armoury
Every weapon that works against EnergyAustralia
Dispute tactics ranked by verified outcomes from real fights, escalation paths, magic words, and the levers EnergyAustralia hopes you don't know about. Use one, report back, and the next person walks in better armed.
Open the EnergyAustralia armoury →screwtheman.com is not a law firm and does not provide legal advice. The content on this page is for general information on consumer rights, legislation, and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.