Frequently Asked Questions

Customer Switching

Here's some handy information about the new changes to the energy market and how customers can switch providers quicker and easier.

Looking for more information or assistance with something else? Our friendly local customer care team is ready to help.

Call us Monday to Friday 8.30am to 5.30pm on 1800 040 168, email via or

What is Customer Switching?

Major changes have recently been made to the energy market and the way in which customers can change provider.

As of the 1st October 2021, customers can request a change of provider and switch to their new provider in 2 business days. Prior to this, transfers could take weeks or even months to complete.

What does this mean for you as a customer?

This will allow households to save money on their electricity bills by switching to a provider with better prices. It will also make the process of switching providers much easier and quicker.

What are the transfer times for basic meters?

It may not always be possible to carry out an actual read of your meter with the 48 hour timeframe. When this is the case, you will receive an ‘estimated read’ provided by the relevant network provider which will allow your new provider to open your account.

What are the transfer times for smart meters?

Smart meters take a reading of your usage every 30 minutes and send this to your provider. If you have a smart meter, your account will be transferred on the next meter read after you have informed your provider of your transfer.

Further Questions?

If you need any further assistance please contact our friendly customer care team on 1800 040 168. We're here to help.