My account was moved to Red Energy without me agreeing, what now?
What to do if your account was transferred to Red Energy without your consent, including how to be moved back at no cost.
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 transfer between retailers is not supposed to happen without your genuine consent, and when it does, there is an established path for reversing it. If you never agreed to move to Red Energy, or the switch was based on a conversation you do not recall consenting to, this is treated as an unauthorised or erroneous transfer, and you are entitled to be moved back at no cost or disadvantage to you.
Act on this promptly. Contact Red Energy and your previous retailer in writing, explain that the transfer was not authorised, and ask for the account to be moved back. Keep records of when you noticed the switch, any bills received from Red Energy in the meantime, and anything the previous retailer can confirm about the transfer request.
If either retailer is slow to fix this or disputes that the transfer was unauthorised, escalate to your state energy ombudsman, EWON, EWOV or EWOQ. It is free, independent, and can investigate the circumstances of the transfer and direct that you be moved back, along with correcting any billing discrepancy the unauthorised switch caused.
Frequently asked questions
Can a retailer switch my account without asking me?
No, a genuine transfer requires your consent. Without it, the transfer is treated as unauthorised and can be reversed.
Will I be charged for the period I was wrongly with Red Energy?
You should not be left worse off, ask for the account to be corrected and any discrepancy resolved as part of reversing the transfer.
How quickly should I act?
As soon as you notice the unauthorised switch, contact both retailers in writing and ask for it to be reversed promptly.
What if Red Energy says the transfer was authorised?
Ask what consent it holds on file. If you genuinely never agreed, dispute this directly and keep pushing for the transfer to be reversed.
Does my old retailer need to help too?
Yes, reversing an unauthorised transfer typically involves both retailers confirming and correcting the switch.
What if neither retailer resolves it?
Escalate to your state energy ombudsman, free of charge, which can investigate the transfer and direct that you be moved back.
What if Red Energy just ignores my letter?
Silence is not a dead end, it is a deadline breach. Red Energy 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.
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Open the Red Energy 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.