EnergyAustralia admits to breaching retail code after customers in NSW, SA, Qld denied free power offer

EnergyAustralia has admitted that it failed to uphold by the required date an offer of three hours of free electricity for eligible households.

The major energy retailer breached the electricity retail code, which required it to make a solar sharer offer to eligible customers in South Australia, New South Wales, and south east Queensland from July 1. Instead, the company implemented the offer on August 3.

ACCC Commissioner Anna Brakey said EnergyAustralia’s delay in offering the plan meant customers were denied the opportunity to “take advantage” of the benefits.

“As one of the country’s largest energy retailers, we expect EnergyAustralia to have better systems and processes in place to meet its legal obligations,” she said.

The solar sharer offer was designed to help eligible customers save on bills if they were able to shift their use of electricity to the three-hour free usage period.

The slot runs from 12pm to 3pm in South Australia, 11am to 2pm in NSW and south east Queensland and the plan is aimed at shifting energy usage to the middle of the day, when rooftop solar output is highest.

Energy Minister Chris Bowen announced the Solar Sharer Offer in November and said the scheme would help ease pressure on power bills.

In 2024, the Federal Court ordered EnergyAustralia to pay $14 million in fines for breaching the electricity retail code.

EnergyAustralia, which has 1.6 million customers in the eastern part of Australia, said it would now offer the solar sharer offer to customers, train its staff to field queries relating to the offer and publish clearly on its website notices about the offer.

“We are continuing to closely monitor retailers’ compliance with the Solar Sharer Offer requirements,” Ms Brakey said.