A call from your "energy retailer": fake discounts, rebates and plan changes

A call from your "energy retailer": fake discounts, rebates and plan changes

"Hi, I'm calling from your electricity provider. You're on an old plan and you're paying too much. I can move you to a cheaper rate right now, I just need to confirm your details." Or: "You're eligible for the government energy rebate; we just need your bank details to pay it." With power bills on everyone's mind, these calls land well. Some are aggressive sales calls from a different retailer trying to switch you; others are outright scams after your personal or bank details. The safe move is always the same: hang up and call your retailer on the number on your bill.

How does this scam work?

There are three common versions:

• The fake retailer. The caller claims to be your current retailer (or "your energy network") and offers a discount, a refund or a "plan review". To process it, they ask for your account number, the NMI (National Meter Identifier) from your bill, your date of birth, or your card or bank details.
• The unwanted switch. A sales agent for a different retailer implies they're from your current one, or from "the government", and gets enough details and a "yes" to sign you up to a new plan you didn't really choose.
• The fake rebate or disconnection threat. A "rebate team" needs your bank details to pay you, or someone says you're about to be disconnected unless you pay an overdue bill immediately by card, transfer or gift card.

How can I tell the call is fake?

• They won't clearly say which company they're from, or they're vague: "your energy provider", "the energy department".
• They ask for your NMI, account number or bank details "to check eligibility".
• They pressure you to agree now: "this offer is only today".
• They threaten immediate disconnection unless you pay over the phone. In Australia, retailers have to follow a set process with written notices before disconnecting a household for non-payment, and they can't ask you to pay with gift cards.
• They say they're from the government. Energy rebates and concessions are generally applied through your retailer or your state government; nobody needs your bank details over a cold call to pay them.
• The number doesn't match the one on your bill.

What do I do during the call?

1. Ask who they are: full name, company and why they're calling.
2. Don't confirm any details: not your name, address, date of birth, account number, NMI or bank details.
3. Don't agree to anything on the phone. Ask for the offer in writing.
4. Hang up and call your retailer on the number on your bill or its official website, and ask whether they called you.
5. If you want to compare plans, use the independent government comparison sites: Energy Made Easy, run by the Australian Energy Regulator, or Victorian Energy Compare if you're in Victoria.

What if I already gave my details or accepted the switch?

• If you gave bank or card details, call your bank straight away on the number on your card.
• If you were signed up to a new retailer, you generally have a cooling-off period of 10 business days for sales you didn't ask for. Contact the new retailer in writing to cancel, and tell your current retailer you want to stay. Energy retailers are also required to get your explicit informed consent before switching you.
• If the switch went ahead without your consent, complain to the retailer. If that doesn't fix it, contact your state's energy ombudsman, which is free: for example EWON in NSW or EWOV in Victoria. Other states have their own.
• If you gave identity details, contact IDCARE on 1800 595 160.
• Report scams to Scamwatch and, if you lost money, to police through ReportCyber via the AFP's cybercrime page.

Frequently asked questions

Can my energy retailer genuinely call me? Yes, retailers do call customers, for example about overdue bills or plan changes. But a genuine call won't object to you hanging up and calling back on the number on your bill.

They recorded me saying "yes". Do I now have a contract? A "yes" on its own isn't enough. A switch needs your details and your informed consent, and you have cooling-off rights for unsolicited sales. If you were switched without agreeing, complain to the retailer and then the ombudsman.

Are energy rebates or concessions arranged over the phone? Concessions and rebates are usually arranged through your retailer or your state government, often when you apply yourself. Check eligibility on your state government's website or with your retailer directly, never with a cold caller.

How do I stop them calling me? Register your number on the Do Not Call Register. Most telemarketers can't call registered numbers. Scammers ignore it, but it makes them easier to spot.

In short

A cold call offering a cheaper energy plan or a rebate and asking for your NMI or bank details is a warning sign. Don't confirm anything, hang up and call your retailer on the number on your bill, and compare plans on the official government sites. If you've been switched without consent, use your cooling-off rights and the energy ombudsman. And report the number in the NoCall spam numbers directory.