Relay Energy

Standard Retail Contract

This is Relay Energy's Standard Retail Contract — the terms and conditions that apply if you're on a standard retail contract with us as a small customer. Version 1.0 — effective 1 July 2026.

1. Introduction

This contract is about the sale of energy to you as a small customer at your premises. It's a standard retail contract that starts without you having to sign a document agreeing to these terms. In addition to this contract, the energy laws and other consumer laws contain rules about the sale of energy, and we comply with these in our dealings with you — including the National Energy Retail Law and Rules, which set out specific rights and obligations about energy marketing, payment methods, and arrangements for customers experiencing payment difficulties.

2. The Parties

This contract is between Relay Energy, who sells energy to you at your premises ("we," "our," "us"), and you, the customer to whom this contract applies ("you," "your").

3. Definitions and Interpretation

Terms used in this contract have the same meanings as in the National Energy Retail Law and the Rules. A simplified explanation of some terms is given at the end of this contract — where it differs from the Law and Rules, the Law and Rules prevail.

4. Do These Terms and Conditions Apply to You?

This contract sets out the terms for a standard retail contract for a small customer under the National Energy Retail Law and Rules. It applies to you if you're a residential customer, or a business customer who is a small customer, and you've asked us to sell you energy at your premises, and you're not being sold energy under a market retail contract. If we're your retailer for both electricity and gas, you have a separate contract with us for each.

5. What is the Term of this Contract?

Starting: this contract starts once you satisfy any pre-conditions in the National Energy Retail Law and Rules, including giving us acceptable identification and your billing contact details.

Ending: this contract ends if you give us notice that you wish to end it; on a date we advise with 5–20 business days' notice; if you haven't told us of a change in energy use, from the time of that change; if we agree a date together; if you start buying energy from us or another retailer under a market retail contract, on the date that contract starts; if a different customer starts buying energy for the premises, on the date their contract starts; or if the premises are disconnected and you haven't met the Rules' requirements for reconnection, 10 business days after disconnection. If you don't give us safe access for a final meter reading, the contract won't end until we've issued a final bill and you've paid any outstanding amount. Rights and obligations accrued before the contract ends continue despite it ending, including any obligation to pay us.

Vacating your premises: you must give us your forwarding address for your final bill, along with notice under the above. We'll use our best endeavours to read the meter on your specified date and send your final bill to that address. You remain responsible for charges until the contract ends as above.

6. Scope of this Contract

We agree to sell you energy at your premises and meet our other obligations under this contract and the energy laws. In return, you agree to be responsible for charges until this contract ends (even if you vacate earlier), to pay amounts billed, and to meet your other obligations under this contract and the energy laws.

This contract doesn't cover the physical connection of your premises to the distribution system (metering equipment, connection maintenance) — that's your distributor's role under a separate customer connection contract. If you're an existing customer moving premises, supply starts on the agreed connection date. If you're a new customer, supply starts on the date responsibility for supply transfers to us — the day after your next meter reading.

7. Your General Obligations

You must give us any information we reasonably require, and it must be correct. You must tell us promptly if that information changes — including your billing address or a change in how you use energy (for example, starting a business at the premises).

If anyone at your premises requires life support equipment, you must register this with us or your distributor, providing written confirmation from a registered medical practitioner, and tell us if it's no longer required.

If you're not the owner of the premises and can't meet an obligation under this contract for that reason, you won't be in breach if you take all reasonable steps to ensure the owner (or other responsible person) fulfils it.

8. Our Liability

The quality and reliability of your electricity supply (and the quality, pressure and continuity of gas supply) depends on factors beyond our control as retailer — accidents, emergencies, weather, vandalism, system demand, technical limitations of the distribution system, and the acts of others including your distributor. To the extent permitted by law, we give no warranty about the condition, suitability, quality or safety of energy beyond what's set out in this contract. Unless we've acted in bad faith or negligently, the National Energy Retail Law excludes our liability for loss or damage from a total or partial failure to supply energy, including from defective supply.

9. Price for Energy and Other Services

Different tariffs and charges may apply depending on your circumstances — conditions for each are set out in our standing offer prices. We don't charge for terminating this contract. If we vary our standing offer prices, we'll publish the variation on our website at least 10 business days before it starts, and include details with your next bill if it affects you. Standing offer prices won't be varied more than once every 6 months.

If a change in your energy use means you're no longer eligible for your tariff, we may transfer you to a new one — from the date you notify us, or retrospectively if you don't. You can also ask us to review whether another tariff applies to you; if it does, we'll transfer you within 10 business days (or from the next meter read if a meter change is needed). Amounts under this contract may be GST inclusive or exclusive as stated, and where GST applies, the cost is passed on to you as permitted by law.

10. Billing

We'll send a bill as soon as possible after each billing cycle, to you or your authorised representative at the nominated address. Bills are calculated on your energy consumption during the cycle, plus any other fees and charges. We may estimate your usage if your meter can't be read or data isn't obtained (or if you consent) — an estimated bill will say so clearly, and be adjusted once your meter is actually read. If you were undercharged due to an estimate, you can pay the difference in instalments over the same period you were undercharged (if under 12 months) or over 12 months.

You can request your billing history for the previous 2 years free of charge (we may charge if you've already had it in the last 12 months, or want more than 2 years' history). We may also offer bill smoothing based on a 12-month estimate of your consumption, where you agree.

11. Paying Your Bill

You must pay the amount shown on each bill by the pay-by date, which will be no earlier than 13 business days from when we issue it. For commercial customers, a reminder notice after a missed pay-by date will give a further due date at least 6 business days later. For residential customers, we'll issue a reminder notice no later than 21 days after the due date.

If you're having difficulty paying, contact us as soon as possible — we'll provide information about payment options. If you're a residential customer and tell us you're having difficulty, we must offer you a payment plan, unless you fail to take reasonable action towards paying for ongoing use and arrears.

12. Meters

You must allow safe, unhindered access for meter reading and maintenance. We'll use best endeavours to read your meter as frequently as needed for billing, consistent with the metering rules, and at least once every 12 months. We're required to replace a faulty meter with a digital meter — you can also request this at any time — and will give you prior notice of any temporary supply interruption for installation.

13. Undercharging and Overcharging

If we've undercharged you, we can recover the amount without interest, offering instalments over the period you were undercharged (if under 12 months) or over 12 months. We can only recover undercharging from the 9 months before we notify you, unless it's your fault or unlawful act. If you've been overcharged by less than $100 and already paid it, we'll credit your next bill; $100 or more, we'll tell you within 10 business days and credit or refund it (or pay it within 10 business days if you've stopped buying from us), unless you request otherwise. If overcharging was your fault, we may limit the credit/refund to the last 12 months.

If you disagree with a bill, you can ask us to review it under our complaints process. We may arrange a meter check or test (you may need to pay in advance, refunded if the meter proves faulty) — while under review, you must still pay other due bills and the lesser of the undisputed portion or your average bill over the last 12 months.

14. Security Deposits

We may require a security deposit in circumstances and up to an amount governed by the Rules, and must pay interest on it as required. We may use the deposit (and any interest) to offset amounts you owe if you fail to pay and we disconnect, or against a final bill — and will advise you within 10 business days if we do. We must return your deposit and interest once you complete 1 year's payments (residential) or 2 years' (business) on time, or you stop purchasing energy from us at the premises.

15. Disconnection of Supply

We may arrange disconnection if you don't pay your bill or comply with a payment plan; don't agree to or comply with instalment arrangements; don't provide a required security deposit; don't give meter access for 3 consecutive reads; there's been illegal or fraudulent energy use; or we're otherwise entitled or required to under the Rules or law. We must comply with warning notice requirements before disconnecting, except in certain circumstances (illegal use, emergency, health and safety).

Your premises can't be disconnected during the protected period — before 8am or after 3pm on a business day, on a Friday or the day before a public holiday, on a weekend or public holiday, or between 20–31 December — except for health and safety, an emergency, as directed by a relevant authority, for interference with energy equipment, at your own request, for a business that only operates within the protected period, or where the premises are unoccupied.

16. Reconnection After Disconnection

We must ask your distributor to reconnect you if, within 10 business days of disconnection, you ask us to, rectify what led to the disconnection, and pay any reconnection charge. We may terminate this contract 10 business days after disconnection if you don't meet these requirements.

17. Wrongful and Illegal Use of Energy

You must not illegally use energy, interfere with energy equipment except as permitted by law, unreasonably interfere with another customer's supply, cause damage to a third party, use energy other than in accordance with this contract and the Rules, or tamper with meters or associated equipment — and must take reasonable steps to ensure others don't either.

18. Notices and Bills

Notices and bills must be in writing unless stated otherwise, and are taken to be received when handed over, left at the relevant premises, faxed successfully, 2 business days after posting, or on transmission if sent electronically by agreement. Our contact details are set out in your bill, or as notified to you from time to time.

19. Privacy Act Notice

We collect, use, store and disclose your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. We collect your personal information to establish and manage your account, provide energy and related services, bill and collect payment from you, and comply with our obligations under the energy laws. We may disclose your personal information to your distributor, meter data providers, our related bodies corporate, our service providers, credit reporting bodies, and government agencies where required by law. For more information about how we handle your personal information, including how to access or correct it, or make a privacy complaint, see our Privacy Policy or contact our Privacy Officer.

20. Complaints and Dispute Resolution

If you make a complaint, we must respond within the timeframes in our standard complaints and dispute resolution procedures (see our Complaints Handling Process), inform you of the outcome and our reasons, and let you know that if you're not satisfied, you can refer the complaint to the Energy and Water Ombudsman.

21. Force Majeure

If either party can't meet an obligation because of an event outside their control (other than an obligation to pay money), that obligation is suspended for as long as the event continues, and the affected party must promptly notify the other with details, likely duration, and steps being taken to minimise the effects. If the effects are widespread, we're deemed to have given prompt notice if we make information available via a 24-hour phone service within 30 minutes of being advised, or as soon as practicable otherwise. A party must use best endeavours to overcome the event's effects, but nothing requires settling an industrial dispute other than in the manner that party prefers.

22. Applicable Law

This contract is governed by the law of New South Wales.

23. Retailer of Last Resort Event

If we're no longer entitled to sell you energy due to a Retailer of Last Resort event, we're required to provide your details (name, billing address, metering identifier) to the designated replacement retailer, and this contract will end.

24. General

We remain liable to you even where another person carries out an obligation on our behalf. This contract can only be amended under the procedures in the National Energy Retail Law or Rules, and we must publish any amendments on our website.

25. Simplified Explanation of Terms

Key terms used in this contract (full legal definitions are in the National Energy Retail Law and Rules):

  • Business Customer — a customer who isn't a Residential Customer.
  • Business Day — a day other than a Saturday, Sunday, or public holiday in New South Wales.
  • Distributor — the operator of the system connecting your premises to the distribution network.
  • Energy — electricity.
  • Energy Ombudsman — the Energy & Water Ombudsman NSW (EWON).
  • National Energy Retail Law / Rules — as they apply in New South Wales.
  • Residential Customer — a person who buys energy principally for personal, household or domestic use.
  • Security Deposit — an amount or arrangement to secure against non-payment.
  • Small Customer — has the meaning given in the National Energy Retail Law.
  • Standing Offer — the tariffs, terms and conditions we offer under the National Energy Retail Law, published at relayenergy.com.au.

This document is derived from Relay Energy's standard retail contract template and does not constitute legal advice.