Information for Jackgreen Energy subscribers
Last updated: 1 Feb 2012
What happened to Jackgreen? Why is my electricity being supplied by another company?
Jackgreen is unable to continue as an electricity retailer. This is because it was suspended on 18 December 2009 from the National Electricity Market by the independent market operator.
This action triggered a process that automatically transferred you to another electricity retailer so your electricity would not be cut off.
These arrangements have been put in place by the NSW Government to ensure that no customer is left without electricity on the rare occasion that a situation like this occurs.
These events are rare. This is the second time this has occurred since we introduced Full Retail Contestability (FRC) in 2002.
Which customers in NSW are affected?
This had an immediate impact on Jackgreen customers in NSW.
All NSW customers of Jackgreen were transferred to their new retailer (Retailer of Last Resort). That transfer happened at midnight on 18 December 2009.
Will my electricity be turned off? Will I be disconnected?
No. No one will be disconnected as a result of this event.
What if I receive a rebate for my electricity?
Customers who are concerned about continuing to receive their rebate can contact the retailer they have been transferred to. Information on finding out your new retailer's contact details is provided below.
This applies to the Energy Rebate, the Medical Energy Rebate and the Life Support Rebate. You may be asked by your new retailer to provide some additional information or to submit a new application form. However, your new retailer will make every effort to ensure that eligible customers continue to receive these rebates on their future bills.
Your new retailer will write to you in a few weeks to let you know who they are. Should you have concerns or an urgent matter to discuss please contact your new retailer on the number below.
Who is my electricity retailer now? How do I know who my new retailer is?
The retailer you have been transferred to depends on where you live / where your property is located.
The Minister for Energy has designated EnergyAustralia, Integral Energy and Country Energy to be the ROLRs in NSW. Each of these retailers is the ROLR for a specific geographic area that matches their distribution network.
- EnergyAustralia - Sydney, Hunter, Central Coast
- Integral Energy - Western Sydney, the Illawarra, Blue Mountains, Lithgow, Hawkesbury, Southern Highlands, South Coast (between Wollongong and Ulladulla)
- Country Energy - Remaining areas rural and regional NSW
A map showing the relevant areas can be found here.
Contact numbers:
- EnergyAustralia 137 219
- Country Energy 13 23 56
- Integral Energy 131 002
Retailers will be regularly updating their websites.
Your new retailer will write to you within the next couple of weeks to let you know who they are. Should you have concerns or an urgent matter to discuss please contact your new retailer on the above number.
Will my gas supply be affected?
No. This only affects electricity. Gas is not affected at all, and you continue with the same gas supplier.
Who are the NSW Retailers of Last Resort?
Contact numbers:
- EnergyAustralia 137 219
- Country Energy 13 23 56
- Integral Energy 131 002
Retailers will be regularly updating their websites.
What does Retailer of Last Resort mean?
It refers to the retailer in your area who has been appointed by the Government to provide you with electricity in this kind of event.
What is the ROLR process? What happens now?
Your new retailer will write to you within the next couple of weeks. This letter will explain a number of things including:
- The date that the new arrangements took place
- The terms and conditions of your electricity supply
- Your options to stay with your new retailer or choose another retailer
How much will I be paying for my electricity with my new retailer? What kind of contract will I be on?
For small retail customers (whose annual consumption is less than 160 megawatt hours)
The terms and conditions of a standard retail contract will apply. These customers will pay the regulated rates for electricity supplied by the new retailer as set by the Independent Pricing and Regulatory Tribunal.
For other retail customers (whose annual consumption is 160 megawatt hours or more)
The terms and conditions of the relevant negotiated customer supply contract will apply. These customers will pay rates equating to the prevailing pool price plus a margin of 10 per cent or $20 per megawatt hour (whichever is lesser) under these arrangements. In addition, these customers will also pay the relevant ‘pass through’ charges such as network charges, metering charges and market charges.
What options do I have if I am not happy to continue being supplied by my new retailer on this type of contract?
For small retail customers (using less than 160 megawatt hours per year), you have three options as to how you would like to be supplied with electricity in future:
- You can stay with your new retailer/the ROLR on a standard contract with regulated prices and conditions;
- You can arrange supply under a negotiated customer supply contract from your new retailer/the ROLR; or
- You can shop around and arrange supply under a negotiated customer supply contract with a different NSW licensed retailer.
For large retail customers (using more than 160 megawatt hours per year), you have options 2 and 3 available to you (you can not be supplied under a standard customer supply contract)
For residential electricity, the licensed electricity retailers in NSW are:
- ActewAGL Retail Ltd
- AGL Sales Ltd
- Australian Power and Gas (NSW)
- Country Energy
- EnergyAustralia
- Integral Energy Australia
- New South Wales Electricity Pty Ltd
- Origin Energy Electricity Ltd
- Powerdirect Pty Ltd
- Red Energy Pty Ltd
- TRUenergy Pty Ltd
How long do my options last?
You have three months to decide what you wish to do.
What if I have a current dispute or a complaint with Jackgreen?
You will need to continue to try and resolve that complaint with Jackgreen. Your new retailer will not be able to assist you with any complaints about Jackgreen. If you are not able to resolve your complaint, you can contact the Energy & Water Ombudsman NSW (EWON) on Freecall 1800 246 545, email omb@ewon.com.au or www.ewon.com.au.
What if I have prepaid all or a portion my electricity account and my final bill shows my account is in credit?
If you have prepaid your electricity account, you should undertake the following:
Customers who have made prepayments prior to the date of appointment of PKF (being 18 December 2009) should complete an informal proof of debt form, along with supporting documentation of their claim. The informal proof of debt form can be obtained from PKF Chartered Accountants by telephone on (02) 9251 4100. The informal proof of debt form should be returned to PKF Chartered Accountants by:
- post at Level 10, 1 Margaret Street, Sydney NSW 2000; or
- facsimile on (02) 9240 9821; or
- email jackgreen@pkf.com.au
Customers who have made prepayments after the date of appointment of PKF should contact a representative from Jackgreen on 1300 465 225 to discuss the matter further.
By lodging a proof of debt, you will be listed as an unsecured creditor of Jackgreen. Should you have any questions about your claim as an unsecured creditor, please direct these to PKF Chartered Accountants & Business Advisors.
The Australian Securities and Investments Commission (ASIC) has a factsheet entitled 'Voluntary administration: a guide for creditors', which is available at: http://www.asic.gov.au/asic/pdflib.nsf/LookupByFileName/Voluntary_administration_guide_for_creditors.pdf/$file/Voluntary_administration_guide_for_creditors.pdf
What if I am paying my account automatically by direct debit?
If you wish to cancel your direct debit payments (for example, to ensure your bill does not go into credit), we recommend you contact your bank or financial institution and the Administrator of Jackgreen, PKF Chartered Accountants & Business Advisors, on Level 10, 1 Margaret Street, Sydney NSW 2000 (ph 02 9251 4100, fax 02 9240 9821) to request immediate cancellation of your debiting arrangement. You should keep written notes of these conversations and if you are required to make a request in writing, we recommend you keep copies of any written requests for your own records. If your debiting arrangement is cancelled prior to receipt of your final bill from Jackgreen, you will need to pay your final bill, or any unpaid portion of your final bill, by credit card, cheque or BPAY.
What if I am paying my account directly through Centrelink Centrepay?
Contact Centrelink as soon as possible to stop payments being made to Jackgreen. It is up to you if you would like to make arrangements through Centrepay to pay your new retailer.
What if I am currently on a payment plan?
You can either contact your new retailer and advise them of your payment plan status, or advise them when they write to you.
What if I was in the middle of transferring my contract?
If you had chosen a new electricity retailer but you have not yet been transferred to the retailer of your choice, your new retailer (the retailer of last resort) must take all reasonable steps to ensure that you are transferred to the retailer of your choice on the date you had originally agreed to.
If you were about to transfer to Jackgreen, the transfer will not be completed. You will remain with your original retailer.
What if I have GreenPower with Jackgreen? Will my electricity continue to come from GreenPower?
GreenPower arrangements will not automatically be transferred. Customers should also advise their new retailer if they wish to remain as a GreenPower customer and select the amount of GreenPower they wish to purchase.
The NSW Government has taken steps to ensure that all electricity retailers in the state now offer customers accredited GreenPower. More information on GreenPower is available from www.greenpower.nsw.gov.au.
Will my Energy Rebate (formerly the Pensioner Rebate) continue?
Yes. All customers who qualify for NSW Government rebates including the Energy Rebate, the Medical Energy rebate and Life Support rebate will continue to receive the Rebate. You will need to provide your new retailer with your concession card details.
Will my Life Support Rebate continue? Will I have to get another medical certificate from my doctor?
Yes, your Life Support Rebate will continue and your new retailer will be made aware of your need for life support equipment, so you don’t need to worry about being disconnected. The same rules for the Life Support Rebate apply to all retailers licensed in NSW.
You will not need to get a new medical certificate from your doctor, and the old one will be transferred over to the new retailer.
Your information will be available to your new retailer. Wait until you are contacted by your new retailer.
Will I be able to use Energy Account Payment Assistance (EAPA) vouchers with the new retailer?
Yes. You can use EAPA vouchers at all NSW licensed retailers. The rules for EAPA are the same for all retailers.
I am a shareholder, will I lose any money?
We cannot provide advice on private financial matters. You may wish to contact your financial advisor or broker for advice on your shareholdings. General information may also be able to be obtained from the Australian Securities Exchange website at www.asx.com.au
Will I still receive a bill from Jackgreen for my electricity? Why am I receiving two bills from different retailers?
Former Jackgreen customers who have been transferred to a ROLR may receive two bills in the next few weeks. One will be from Jackgreen for the electricity consumed by you up until 18 December 2009. The other will be from your new retailer (EnergyAustralia, Integral Energy or Country Energy), the ROLR that has supplied you with electricity from 19 December 2009. You are not being charged twice for your electricity. The two bills represent your final Jackgreen bill and your first bill with your new supplier. The timing with which you receive your first bill from your new supplier will be dependant on your next scheduled meter read. If you have recently had a meter read, you may not receive your first bill from your new retailer for a few months.
What do the charges on the two bills represent?
The bill from Jackgreen is for electricity you consumed from the date of your previous Jackgreen bill until 18 December 2009. It may also include any unpaid amounts from previous bills.
The bill from your new retailer (EnergyAustralia, Integral Energy or Country Energy) will include electricity consumed since 19 December 2009. It may also include arrears for unpaid amounts if you did not pay a bill when you were previously with these retailers. The arrangements for each retailer will vary. In the first instance you should contact your new retailer if you wish to clarify any outstanding amounts and, if applicable, to discuss options for entering into a payment plan, which will allow you to pay your bill by instalments over a period of time.
It is important to remember to contact your new retailer to ensure that your address and other relevant details, such as rebate information (energy, life support or medical cooling), are correct. If your rebate is not included on your bill please contact your new retailer and provide them with the required details. If you qualify for any of the rebates and they do not appear on your bill, your retailer will back date your rebate payments to 19 December 2009 once you have provided them with the required details.
Should you be unable to resolve a billing issue directly with your new retailer, you may wish to contact the Energy and Water Ombudsman NSW (EWON). EWON provides a free and independent way of resolving customer complaints about all electricity and gas suppliers in New South Wales. More information about EWON's complaints handling processes is available from www.ewon.com.au or by contacting EWON on freecall 1800 246 545.
How much can Jackgreen charge me?
You must pay for the electricity you have consumed. However, a retailer is only permitted to charge you for a maximum period of twelve months if they have not issued you with a bill during that period.
If you have not received a bill from Jackgreen during the past twelve months, or have never been billed by Jackgreen, you are entitled to ask for an extension of time to pay this bill and can only be charged for your electricity for a period of up to twelve months.
For example, if Jackgreen has not issued you with a bill for more than twelve months, and you receive a final bill for electricity for a period of two years, Jackgreen can only charge you for the last twelve months of supply and Jackgreen is required to give you an extension of time to pay the bill.
What happens if I don't pay these bills?
If you do not pay your final Jackgreen bill or make an arrangement to pay the bill by instalments, Jackgreen or its receivers may choose to take other steps to recover outstanding monies from you, for example by referring the matter to a debt collection agency or by taking legal action.
If you were already on a payment plan with Jackgreen you must pay your final bill from Jackgreen in accordance with the terms of that payment plan.
If you are unable to pay your bill with your new retailer (EnergyAustralia, Integral Energy or Country Energy) you should contact that retailer to discuss your options and make some arrangement to pay that bill (for example, by entering into a payment plan). Your new retailer will be able to explain other options that may be available to you to help you reduce your energy consumption or determine if you are eligible for a rebate and other assistance. If you do not contact your retailer, the retailer may charge you a late fee and eventually may even take action to disconnect your electricity supply.
What happens if I cannot afford to pay both bills?
Your new retailer (EnergyAustralia, Integral Energy or Country Energy) is required to assist you to pay your bill if you are experiencing financial difficulty. You should contact your new retailer if you are having difficulty paying the bill issued by your new retailer. Your new retailer is able to offer a range of options to help you including payment plans or, where appropriate, enrolling you in their existing hardship programs.
The NSW Government has a scheme in place designed to help people who are experiencing difficulty in paying their home gas and/or electricity bill as a result of a crisis or emergency situation. The scheme is aimed at helping people in such situations to stay connected to essential energy services.
The Energy Accounts Payment Assistance (EAPA) scheme operates through a voucher system with each voucher worth $30. EAPA vouchers are issued by a participating Community Welfare Organisation (CWO) such as St Vincent de Paul, the Salvation Army and Anglicare. Those requiring assistance may apply to a CWO which will consider their claim and, if appropriate, provide assistance. The CWO assesses the customer's situation and determines each case based on individual circumstances. Customers can use EAPA vouchers at their energy supplier's payment centre, at most Australia Post Offices, or by posting them to their respective retailer for processing. The retailer will credit the value of the voucher towards the customer's bill.
A customer can find their nearest CWO from the list of participants available here (97kb PDF) or by contacting the Energy Information Line on 1300 136 888.