A salesperson at your door talked you into switching energy plans on the spot. Two separate legal frameworks give you a real window to walk away — and a bad sales pitch can stretch that window much further.
Two frameworks, same 10-day protection
Energy contracts signed door-to-door or via telemarketing are "unsolicited consumer agreements" under the Australian Consumer Law, which gives you a 10 business day cooling-off period starting the first business day after you sign or receive the agreement document. Separately, the National Energy Retail Rules — enforced by the AER in most states and territories — provide the same 10 business day cooling-off period specifically for market retail energy contracts. Whichever framework applies to your state, the practical protection is the same: 10 business days, no reason required, no cost.
What the salesperson must not do during this window
- Take any payment from you during the cooling-off period
- Begin supplying the new service or switching your account during the cooling-off period
- Pressure you to change your mind about cancelling once you've told them you want to cancel
When the window gets longer
If the salesperson fails to properly inform you of your cooling-off rights at the time of sale, the cancellation window doesn't stay at 10 days — it extends significantly, and in cases where the seller breaches the unsolicited consumer agreement rules under the ACL, cancellation rights can extend for several months rather than days. This is a meaningful protection if you only realise later that the pitch skipped required disclosures.
How to cancel during the cooling-off period
- Check the sales agreement for the cooling-off disclosure and cancellation form — it should be included.
- Notify the seller you want to cancel — this can be done by phone, in person, by post, email, or using the form provided.
- Keep a copy or record of your cancellation notice and when you sent it.
- If you were never told about the cooling-off period at the time of sale, note this explicitly — it's relevant to how long your cancellation right actually lasts.
- If the retailer proceeds with the switch anyway or refuses to honour cancellation, complain to the AER or your state's energy ombudsman.
What this means practically
- You have 10 business days to cancel an energy contract signed at your door or by phone, no explanation needed.
- If you weren't clearly told about this right at the time of sale, your cancellation window is likely much longer than 10 days.
- The seller cannot take payment or start switching your service during the cooling-off period — if they did, that's itself a breach worth reporting.
- Keep the sales agreement paperwork; it's what determines both your rights and how long they last.
Sources
- ACCC — Telemarketing and door-to-door sales, cooling-off period rules: accc.gov.au
- Queensland Law Handbook — Energy contracts and the 10 business day cooling-off period: queenslandlawhandbook.org.au
- AEMC — National Energy Retail Rules, cooling-off period and right of withdrawal: aemc.gov.au
Related Kibbo Tools
- Telecom Contract Before Signing Checklist — adapted principles apply equally to reviewing any door-step sales pitch before agreeing.