More than 4,500 Origin Energy customers will receive refunds after the Australian Competition and Consumer Commission found some households on the retailer’s Ongoing Saver electricity plan paid more than customers on its Basic plan.
Origin has committed more than $270,000 in remediation, with eligible customers expected to receive about $60 on average. Refunds are being processed from this week, but the payment applies only to affected customers and is not a general government energy rebate.
Who is eligible for the Origin Energy refund?
The refund applies to residential electricity customers who were on Origin’s Ongoing Saver plan and were identified as paying more than they would have under the company’s Basic plan.
Origin said more than 4,500 customers are affected, representing around 0.5% of customers on the plan. Eligibility is being determined from the company’s billing records, so most customers will not need to submit an application.
The payment does not automatically cover every Origin customer. Gas-only customers, business customers and households on unrelated electricity plans are not included unless Origin identifies their account as part of the affected group.
How much will customers receive?
Origin will provide more than $270,000 in total remediation, with the average payment expected to be around $60. Individual amounts may be higher or lower depending on each customer’s billing history.
The company said affected customers paid an average total of about $28 more than they should have. The average remediation amount is around $60, meaning customers are expected to receive more than the estimated average overcharge.
The $60 figure is an average rather than a guaranteed flat payment, so eligible customers should check the amount listed in their individual notification.
When will refunds be paid?
Origin has started contacting eligible customers to arrange payment. Current customers can choose between a refund and an account credit, while former customers will be contacted separately so Origin can arrange their refund.
There is no single payment date for every household because refunds will be processed account by account.
Do customers need to apply?
No open claims process has been announced. Origin will identify eligible customers through its records and contact them directly.
Customers who believe they previously held the Ongoing Saver plan but have not heard from Origin should check old electricity bills, emails and account records. Former customers should also make sure their contact details are up to date.
Anyone who believes they qualify but has not been contacted can approach Origin using the phone number or contact page listed on the company’s official website.
Why did the ACCC investigate?
The ACCC investigated after consumer advocacy group CHOICE raised concerns that some electricity plan names could give customers an inaccurate impression about savings and value.
The regulator was concerned that statements in the Ongoing Saver plan’s terms and customer bills suggested the offer would remain cheaper than Origin’s Basic plan for the life of the plan. Some customers were instead charged more.
ACCC Commissioner Anna Brakey said electricity offers are difficult to compare because they combine daily supply charges, usage rates and discounts. She said retailers should provide clear and accurate information so consumers can make informed decisions.
Official details about the remediation are available in the ACCC’s Origin Energy refund announcement.
What has Origin said?
Origin apologised to affected customers and said it had made improvements after identifying the mistake.
“We sincerely apologise to customers impacted by this mistake,” the company said in a statement.
Origin has not admitted breaching Australian Consumer Law, but it agreed to provide customer remediation and make changes in response to the ACCC’s concerns.
Why the Ongoing Saver name mattered
The case is not only about the amount charged. It also focuses on whether the plan’s name created a reasonable expectation that customers would continue receiving better value than under a standard offer.
Terms such as “Saver” can influence customers, but the real cost of an electricity plan depends on its usage rates, daily supply charges, tariff structure and discount conditions.
Customers comparing plans can read more about how Origin Energy daily supply charge increases affect household bills, especially when lower usage prices are accompanied by higher fixed charges.
How Australians can check for a cheaper electricity plan
The ACCC recommends comparing electricity offers regularly instead of assuming that staying with the same retailer will deliver the lowest price.
Customers can also ask their existing retailer whether a cheaper offer is available and compare both daily supply charges and electricity usage rates before switching.
Government-backed comparison services include Energy Made Easy for New South Wales, Queensland, South Australia, Tasmania and the Australian Capital Territory, while Victorian households can use Victorian Energy Compare.
Households reviewing their options may also find it useful to understand the broader Australia electricity bill changes introduced in July 2026, including new consumer protections and plan comparison rules.
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What affected customers should do now
- Check whether previous bills list the Ongoing Saver electricity plan.
- Watch for an email, letter or account notification from Origin.
- Make sure Origin has your current contact details.
- Check the individual payment amount because $60 is only an average.
- Contact Origin directly if you believe you qualify but have not been notified.
- Be cautious of unexpected messages asking for banking or credit-card details.
This remediation is separate from federal or state energy rebate programs and applies only to customers identified by Origin as being affected by the pricing issue.
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