What is happening with my transfer from Energy One to Integral Energy?

The National Electricity Market Management Company (NEMMCO) suspended the licence of Energy One Pty Ltd on 22 June 2007.

The government has taken action to ensure customers are not left stranded. There is an automatic process which provides for Integral Energy to be appointed to take on the customers of the failed retailer who are located within Integral Energy's network area.

If you were an Energy One customer and you live in any of the following areas, you will now automatically become a customer of Integral Energy:

• Western Sydney
• the Illawarra
• Blue Mountains
• Lithgow
• Hawkesbury
• Southern Highlands
• South Coast (between Wollongong and Ulludulla)

The transition is smooth and customers will not even notice the event has occurred in relation to their supply of electricity. Integral Energy is doing everything possible to minimise the inconvenience for former Energy One customers.

Will my electricity supply be disconnected?

No. The NSW Government has put in place steps to ensure that your power is not disconnected by the suspension of Energy One. Your billing and other customer services has now automatically transferred to Integral Energy.

What if I owe money to Energy One Limited?

You will still be transferred to your local retailer. Integral Energy is unaware of how your outstanding account with Energy One will be handled. We suggest that you await further advice from either Energy One or their representatives.

What do I need to do?

If you are an existing Integral Energy customer, you do not need to do anything. You will continue to receive your bills and other customer services from Integral Energy.

If you were an Energy One customer, please contact Integral Energy on 131 002 if you want to know the next steps. We will write to you in the next few weeks to confirm your new arrangements with Integral Energy.

When does this come into effect?

You will become an Integral Energy customer on Saturday 23 June 2007. This is the date on which your account was transferred to Integral Energy by NEMMCO.

When will I get my first bill from Integral Energy?

Former Energy One customers can expect their first bill from Integral Energy after their next meter read, as per the usual process.

How will my next bill with Integral Energy be calculated?

Your next bill will be based on the data from your electricity meter. From this, Integral Energy will estimate your consumption between 00:00 hours on 23 June and your next meter read.

At what rates will I be billed by Integral Energy?

Small customers

Small customers will be charged at the regulated domestic, general supply and off peak rates as applicable. Small customers using less than 160 megawatt hours of electricity per annum and, as a general rule, use less than about $20,000 of electricity per year.

These rates are determined by the NSW Independent Pricing and Regulatory Tribunal (IPART). IPART is an independent body that regulates the maximum prices charge for utility services and provides a fair and transparent review process for electricity businesses to change their regulated prices. These rates are published on Integral Energy’s website under the Energy Price Guide for Standard Form Customer Supply Contracts.

Customers greater than 160 megawatts per annum

Customers using more than 160 megawatts of electricity per annum will be charged the total pool price plus a margin of 10% or $20 per megawatt hour (whichever is the lesser), plus network charges, losses, NEMMCO charges, metering charges and any other charges approved by the Minister.

Will I face additional charges to be transferred to Integral Energy?

There is provision for additional fees to be charged to cover the additional administrative costs of the transfer. These fees are determined by the NSW Independent Pricing and Regulatory Tribunal and approved by the NSW Minister for Energy.

What will happen to my government concessions (eg Pensioner, Life Support rebates etc)?

If eligible, Integral Energy will continue to apply your rebate. We will contact you regarding this.

Do I have to remain an Integral Energy customer?

Small customers have three options. You may:

• remain an Integral Energy customer on regulated terms and conditions
• accept a negotiated supply agreement with us
• accept a negotiated supply agreement with another electricity retailer.

Customers greater than 160 megawatts per annum have two options:

• accept a negotiated supply agreement with Integral Energy
• accept a negotiated supply agreement with another electricity retailer.

Extension rates will apply until this time.

More information

If you are unsure whether your home or business is within Integral Energy's network area, please phone us on 131 002.

If you want further information regarding the suspension of Energy One, please phone the NSW Department of Water and Energy on 1300 136 888. The infoline will operate from 9am until 5pm until Friday 29 June 2007.