Frequently Asked Questions
If you’ve recently received a letter from us about SUPA Energy becoming an authorised electricity and gas retailer, the FAQs below explain what this means for you and answer some of the questions you may have.
Nothing changes to the way your electricity, hot water, and any other services supplied.
You'll continue receiving the same services from SUPA Energy, and your current prices remain unchanged because of this transition.
As an authorised retailer, you'll also benefit from additional customer protections, including greater billing transparency, stronger support if you're experiencing financial difficulty, life support protections and access to competitive energy rates.
Nothing! Your current prices won't change because of this transition.
Your next scheduled annual price review is 31 July 2026. If your prices change as part of that review, we'll let you know before the new prices take effect.
No. Your electricity and/or gas supply will continue as normal. There will be no interruption to your service as a result of this change.
No. Your account has automatically transitioned to a market retail contract, and you don't need to take any action.
Yes as your account has transitioned to a market retail contract. Your new terms and conditions are available on our website at supaenergy.au/terms-conditions
When SUPA Energy became an authorised retailer, your existing energy agreement automatically changed to a market retail contract, as required under the National Energy Retail Law.
This process was completed in consultation with the Australian Energy Regulator (AER) and did not require individual customer consent. Your electricity and/or gas supply continues as normal.
Yes. As an embedded network customer, you have the right to access the competitive retail market through your Embedded Network Manager (ENM) under the Power of Choice framework.
Please note that not all retailers offer services to embedded network customers. If you'd like more information about your options, please contact us.
Nothing changes. Your existing payment plan will continue without interruption.
Nothing changes to your current hardship support.
If you're currently participating in SUPA Energy's hardship program, you'll continue to receive assistance under our Hardship Policy. Your existing arrangements will continue unless we contact you to discuss any changes.
Becoming an authorised retailer means you'll receive additional customer protections while continuing to receive the same reliable energy service from SUPA Energy.