Market terms and conditions
A copy of Sumo’s Market terms and conditions can be found here.
Standard terms and conditions
A copy of Sumo’s Standard terms and conditions can be found here.
Solar feed-in tariffs
If you have installed solar PV (or some other kind of small-scale generating facility)
at the Premises, you may be eligible to be paid for excess electricity you feed back into the grid. For more
information of Sumo’s solar feed-in tariff agreement click here.
Term of the Agreement and termination notification requirements
Your Agreement with us starts when you accept our offer (the acceptance date) and
continues until you or we end it. We will only start selling you energy under this Agreement after your cooling
off period ends and, if we are not already the retailer responsible for the sale of energy at the Premises,
once the transfer to us is complete.
Any benefits (such as discounts) will apply for the duration set out in the Energy Plan.
We will notify you of your options before this period ends.
You must notify us at least 4 business days before moving out of the Premises. If you
move out and we can read your meter, the Agreement will end after we take the reading.
Billing and payment arrangements
We bill monthly for electricity, and every two months for gas.
The amount you pay for energy will include usage charges (which vary depending on how
much energy you use) and a daily supply charge. The initial prices are set out in the Important Details section
of the Agreement.
In certain circumstances, we may also charge other fees. These fees are also set out in
the Important Details.
We may vary your energy prices or impose additional charges in accordance with the Terms and Conditions.
We will notify you in writing if we do, by no later than your next bill. Your prices, and variations to them, are
specific to you. They may be different to prices we charge other customers.
Payment options will be detailed on your bill, and include BPAY, direct debit,
MasterCard, VISA and AMEX.
Concessions and rebates (only applicable to residential customers)
If you are a residential customer and hold a valid Government concession card, you may be eligible for a rebate on
your energy bills. More information about concessions is available at sumo.com.au/concessions
We will send bills and other notices to you by email (and you will be recognised as
having received them) if you agreed for us to do so. If you haven’t already, we encourage you to arrange to
receive bills and notices from us by email. Just contact us on 13 88 60 or firstname.lastname@example.org
For more information about choosing an energy retailer, visit: compare.switchon.vic.gov.au
in Victoria or https://www.energymadeeasy.gov.au in NSW. Our
Cooling off period
You have the right to cancel your agreement within 10 business days starting the day after you receive your Welcome
Pack (which may have been sent to you by email). To cancel your agreement with us fill out the contact
us form selecting cancellation as the enquiry type, or using this form.
Your rights, entitlements and obligations
Marketing – Sumo is committed to complying with the Code of Conduct for Marketing Retail Energy in Victoria and
the National Energy Retail Rules in NSW, which details requirements for training of marketing representatives, how
sales interactions with energy consumers may occur, the information provided to energy consumers, customer content,
cooling off and disputes about marketing activity.
Complaints and disputes
We have complaints processes in place should something go wrong. Please
note that you also have the option to contact the ombudsman at any time for
independent advice and assistance. To contact them:
Energy customers in NSW
Energy & Water Ombudsman NSW
- Freecall 1800 246 545
- Freefax 1800 812 291
- PostReply Paid 86550, Sydney South NSW 1234
- Email email@example.com
- Website www.ewon.com.au
Energy customers in Victoria
Energy & Water Ombudsman Victoria
- Freecall 1800 500 509
- Freefax 1800 500 549
- PostReply Paid 469, Melbourne VIC 8060
- Email firstname.lastname@example.org
- Website www.ewov.com.au
Telecommunications Industry Ombudsman
- Freecall 1800 062 058
- Freefax 1800 630 614
- PostPO Box 276, Collins Street West, VIC 8007
- Email email@example.com
- Website www.tio.com.au
Click here if
you would like to:
- Make an inquiry, provide feedback or make a complaint
- Request to be added to our Do Not Contact List
Click links below to view our Customer Complaint and Dispute Handling Policies and Procedures