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
We welcome your feedback or complaint, including about our marketing or sale of energy to you. Please call us on 13 88 60 or email email@example.com. If we can’t resolve your complaint you can contact:
- Victoria – the Energy & Water Ombudsman, Victoria on 1800 500 509 or www.ewov.com.au
- NSW – the Energy & Water Ombudsman, NSW on 1800 246 545 or ewon.com.au
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
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 here to view our Customer Complaint and Dispute Handling Policy and Procedure