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 for Victorian customers can be found here.
A copy of Sumo’s Standard terms and conditions for customers in NSW, Queensland and South Australia can be found here.
Victorian Customer Solar feed-in tariffs
For a copy of Sumo’s solar feed-in tariff agreement click here 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 credits) 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
For electricity customers, if you have a smart meter, Sumo bills monthly. If you have a basic meter or manually read interval meter, Sumo offers products that are billed every three months. Some existing Sumo customers with a basic meter or manually read interval meter may continue to be billed monthly based on estimates of usage.
We bill Victorian gas customers every two months, and NSW gas customers quarterly.
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 give you 5 business days’ notice if we do (or 10 business days if you are in Queensland). 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 here.
Electronic transactions
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 03 9102 8400
More information?
For more information about choosing an energy retailer, visit: compare.switchon.vic.gov.au in Victoria or www.energymadeeasy.gov.au in NSW and Queensland. Our privacy policy is available at sumo.com.au/privacy.
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, call us on 03 9102 8400, weekdays 8:30am – 4:30pm AET or use 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 and Queensland, 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 complaints@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 ewovinfo@ewov.com.au
Website www.ewov.com.au
Energy customers in Queensland
Energy & Water Ombudsman Queensland
Freecall 1800 662 837
Freefax (07) 30879477
Email complaints@ewoq.com.au
Post PO Box 3640, South Brisbane BC Qld 4101
Website www.ewoq.com.au
Telecommunications customers
Telecommunications Industry Ombudsman
Freecall 1800 062 058
Freefax 1800 630 614
PostPO Box 276, Collins Street West, VIC 8007
Email tio@tio.com.au
Website www.tio.com.au
Click here if you would like to:
Request to be added to our Do Not Contact List
Make an inquiry, provide feedback or make a complaint
Click links below to view our Customer Complaint and Dispute Handling Policies and Procedures
Sumo Complaint Handling Process – Telecommunications
Sumo Customer Complaint and Dispute Handling Policy and Procedure – Energy