CONTRACT
Frequently Asked Questions

Cooling off

What happens if I change my mind after I sign a new energy contract?

By law, you have a cooling off period of 10 business days if you sign a new electricity contract. This gives you time to reconsider the contract and cancel the agreement without penalty. SEPN will not charge you a termination fee if you cancel the contract within the cooling off period.

Customer support

Can I get assistance from SEPN for quality of supply/reliability issues?

Yes. We assist our customers where possible. The account managers assigned to your bill will liaise with your network service providers on your behalf to ensure that the best possible quality and reliability of supply is available.

Market retail

What are market retail contracts?

Market retail contracts are electricity contracts that include minimum terms and conditions prescribed by law. Market retail contracts are sometimes referred to as ‘market contracts’. The terms and conditions of market retail contracts generally vary from standing offer contracts.

Other contracts

What are the other types of contracts?

Other types of energy contracts include solar contracts available for customers who install solar panels, prepayment meter contracts for customers who install prepayment meters and bulk hot water contracts for customers with bulk hot water.

Price change

How often do energy prices change?

If you are on a standing offer contract, prices should not change more than once every six months. If you are on a market retail contract, the retailer is able to change prices at any time. The retailer is required to notify you of a price change no later than your next bill.

When are electricity rates for business customers reviewed?

SEPN’s rates and charges are generally reviewed once a year, with new prices starting from 1 July each year. SEPN proposes new rates which are then reviewed and approved by the Australian Energy Regulator as being within the maximum allowable prices. The approved rates are advertised on our website.

Rates & charges

How are SEPN’s electricity rates determined?

There has been substantial deregulation of the electricity supply industry in South Australia over the last 15 years. As a result, the amount that SEPN can charge for its electricity is unregulated by the government. As a specialist provider of electricity through embedded power networks, our cost structures are often significantly different to retailers supplying power to a standalone premises. We are of course subject to a competitive market, and understand that our rates need to be competitive in order for us to retain and attract new customers.

Why are electricity rates different for business compared to residential customers?

Businesses generally place a higher load on the electricity system and require more electrical infrastructure to supply them with the electricity they need. This requires more assets and therefore comes at a higher cost.

Is your pricing competitive?

Yes. We offer customised and commercially attractive solutions with competitive electricity prices.

Solar contract

How do solar contracts work?

Solar contracts are available to customers who have installed a solar energy system. However, not all offers that SEPN has will apply to you. The connection of a solar power system through an embedded power network is complicated, and in many instances it will not be possible for us to allow the installation of additional solar power systems at certain facilities. We strongly recommend that prior to entering into any agreement for the installation of a solar power system at a site that is contained within an embedded network, that you contact SEPN directly to discuss.

Standing offer

What is a standing offer contract?

Standing offer contracts are basic electricity contracts with terms and conditions prescribed by law. Standing offer contracts are sometimes referred to as ‘standing contracts’. SEPN will provide you a standing offer contract when you request supply of electricity to your premises.

What is a Standard Retail Contract?

Standard Retail Contracts are energy plans that are regulated by the energy regulator in your state. Depending on your state, the prices applicable to Standard Retail Contracts may also be regulated by the energy regulator. Find out more about Standard Retail Contracts.

Switch contracts

If I switch contracts, what changes?

When you enter into a new electricity contract with a different retailer, the only change you will notice is the name of your new retailer on your bill. The reliability and quality of your energy supply remains unchanged. You will also keep your energy meter, unless you enter into a solar contract, for which you may require a different meter.