2. What we will cover today 3 ways to reduce energy bills How to pay less: step-by-step Shopping around on the Internet Shopping around on the telephone Getting help to shop around Tips for people who rent Staying safe – your rights and consumer protections Concessions and grants Resolving problems Need more help?

3. A few basics It takes four different organisations to supply electricity to you – generators, transmission organisations, distributors and retailers You can choose your retailer – the others remain the same You buy energy from a retailer under a contract You can agree to an energy contract over the telephone or online, as well as face-to-face with a salesperson All retailers must provide the same protections under national energy laws, including: written confirmation of the price and terms and conditions Comparable information online Hardship programs

4. 3 ways to reduce energy bills 1.PAY LESS 2.USE LESS 3.PUT TECHNOLOGY TO WORK The focus of today is about how to PAY LESS. It’s a guide to help you learn how to shop around for better electricity deals.

5. There is lots of choice in south east Queensland There are a large number of electricity retailers in south east Queensland Each of these retailers offers many different electricity deals Even if you’re happy with your current retailer – they may have a better electricity deal for you. When was the last time you asked? You need to find the best deal for you

6. Why shop around? You could save money You could find an electricity deal that better meets your needs Your protections are the same You can still receive any concessions you are entitled to You will still receive the same electricity or gas supply

7. Before we start What do I need to consider when I shop around: First and foremost – would switching electricity deals or plans save me money? Do I need to consider switching from my current retailer to another retailer – or can my existing retailer give me a better deal? What do I have to do to get discounts? Am I on the best payment option? What if I currently have a debt that I owe to my existing retailer? ….let’s find out

8. Let’s get started 3 ways to shop around [use click call ask icons] Click – compare electricity deals on the internet Call – talk to your current retailer or call the Australian Energy Regulator enquiries telephone line Ask – a friend, family member, or trusted person to help Now let’s go through how each of these works…

9. General information and advice for south east Queensland residents The Queensland Government energy save website is www.qld.gov.au/energysavewww.qld.gov.au/energysave The website has advice on shopping around, saving energy and consumer protections The website has a link to the Energy Made Easy online comparison website Compare electricity deals online using the Energy Made Easy comparison tool The Australian Energy Regulator runs the Energy Made Easy website - www.energymadeeasy.gov.au www.energymadeeasy.gov.au It’s a free and independent government website where you can compare electricity and gas contracts Let’s take a look at how it works: Video - How to search for electricity deals using Energy Made Easy

10. Let’s give it a go ourselves…

11. Where to find your electricity use details … some examples Origin Energy AGL Energy Australia

12. The comparison results and how to filter them

13. Comparing your preferred 3 options

14. What to look for when comparing electricity plans Watch out for….. Does the offer have special features? For example, do you get discounts or other incentives for paying on time? Does the offer have a fixed term or a fixed benefit period? If so, you may have to pay exit fees if you want to leave early. Exit fees are capped at $20 in Queensland. Are there additional fees and charges, such as late payment or direct debit default fees? Does the retailer offer useful extras, such as free household energy audits? Can the retailer change prices during the term of the contract? Do they offer monthly payments to avoid bill shock?

15. If you’re not comfortable using the internet, use the telephone You have two options to search for electricity deals using your phone 1.The easiest option is to start with your current retailer. It’s likely they will want to keep you as a customer. Call them up and ask for a better deal; or 2.If you don’t get a better deal from your current retailer, try calling the Australian Energy Regulator enquiries line on 1300 585 165.

16. Calling your electricity retailer – what to ask Step 1 - Call your electricity retailer and ask to talk to someone about your electricity plan (it’s best to have your electricity bill handy) Step 2 - Tell them you are shopping around to save money on your electricity bill. It’s likely they will want to keep you as a customer Step 3 - Ask them if they have any different electricity plans available or any discounts that could save you money on your electricity bill If your electricity retailer does offer you a better deal, you still need to read the terms and conditions If your electricity retailer doesn’t offer you a discount or a better plan – it’s time to shop around

17. Calling the Australian Energy Regulator enquiries line If your electricity retailer doesn’t offer you a discount or a better deal, you can call the Government’s Energy Made Easy comparison Infoline on 1300 585 165 to see if you can find a better deal Before you call make sure you have your electricity bill details The Infoline operator can search for a better deal for you and then mail you the options available if you don’t have internet access

18. If you aren’t confident using the internet or calling electricity retailers to find a better deal, ask someone you trust to help you Consider asking a close friend or family member or maybe a local community services worker How to get someone to help you The person helping you will need a copy of your electricity bill The person helping you can then use the Click or Call option to help you search for a better deal The person helping you can also call your current electricity retailer and ask them for a better deal on your behalf (you will need to be with that person to authorise the conversation)

19. Tips for people who rent In most cases it is the tenant’s responsibility to pay for utilities such as electricity and gas Therefore, it’s your choice which electricity company you sign up with and what electricity plan you accept Use your choice - shop around for the best deal Some real estate agents offer to sign your electricity up for you. Be careful about accepting this option – it might not be best for you If the property is not individually metered, for example if you’re renting a room in a house or a semi-detached house, the landlord pays the utilities and passes on those costs in your rent. Check before you sign the lease Make sure electricity contracts you enter into don’t go for longer than your lease, otherwise there might be an exit fee when you leave

20. Before you switch – your Switching Checklist! Read the conditions. For example some discounts are linked to ‘paying on time’ or ‘paying online’ Check the payment terms. Some plans offer flexible payment options such as monthly billing Check for fees. Make sure your current plan doesn't have exit fees for ending the contract early Check for concessions. Make sure you check for any concessions (e.g. pensioner’s concession) Prices can still change. Ask how long the price is fixed for, when the price will change and how the electricity retailer will tell you about any changes Compare carefully and save money. Make sure you compare apples with apples when shopping. Do it again. Don’t just shop around once. Consider setting a regular time each year to check your electricity plan Cooling off period. Remember you have ten business days if you want to change your mind and end the contract at no cost during this time

21. Your rights – National Energy Retail Law All retailers must provide the same information about their electricity offers in the same format called an Energy Price Fact Sheet. These fact sheets make it easier to compare different offers and avoid any surprises. Every electricity retailer in south east Queensland MUST: Tell you about any flexible payment options up front Give you at least 10 days’ notice of any price increases, and 20 days’ notice before any discounts expire Let you make regular, advance payments if you choose Offer assistance to customers finding it difficult to pay their bill Electricity retailers ARE NOT allowed to: Charge more than $20 if you want to switch providers Charge you upfront for meter tests Ask for security deposits

22. Concessions and grants Energy rebates, concessions and grants are generally available to: low income earners experiencing financial hardship Pensioners and seniors customers with certain medical conditions Talk to your retailer, as they can provide information on government concession programs or rebates that may be available to you. To find out more, contact the Queensland Department of Water and Energy Supply on 13QGOV or at www.qld.gov.au/energysavewww.qld.gov.au/energysave

23. Resolving problems Retailers are required to offer hardship programs to help customers who are having trouble paying their electricity bills If you are having trouble paying your electricity bill, or have any other dispute with your electricity retailer, you should contact your retailer as soon as possible When talking with your electricity retailer, you should consider getting some help from a community services worker or a free financial counsellor If you are not satisfied with the help you receive from your retailer, you can contact the Energy and Water Ombudsman Queensland (EWOQ) www.ewoq.com.au provides a free and independent dispute resolution service www.ewoq.com.au

24. Before we finish …. What else can you do to save money? Reduce your electricity bill by using less electricity! Small changes can have a big impact on your bills You don’t need to change lifestyle, just habits Some electricity retailers offer free in-home advice Renewable energy like solar power can save you money – but it has a high upfront cost Let’s look at some tips to reduce energy use around the home…

25. Use less HANDY TIPS FOR USING LESS ELECTRICITY Water heating and laundry  Use cold water for laundry  Dishwasher or washing machine – full loads only  Avoid using the dryer where possible Heating / Air-conditioning  Use a fan instead of the air-conditioner  Air-conditioner - close doors, windows, curtains etc. Kitchen and refrigeration  Choose more energy efficient appliances  Don’t fill the kettle when you only need one cup  Keep the fridge door closed (particularly children)  See if you can do without that second fridge Lighting  Turn off lights when nobody is in the room  Install energy-efficient lightbulbs “Standby” is still using power  Turn everything off at the wall  Appliances use power even when not in use.  TVs, phone/tablet chargers, game consoles use “standby” power

26. Further information www.qld.gov.au/energysave www.energymadeeasy.gov.au AER enquiries 1300 585 165

27. Click! Call! Ask! www.qld.gov.au/energysave Thank you for participating