More than 4,500 Origin Energy customers will receive refunds averaging about $60 after an Australian Competition and Consumer Commission investigation found that some households on the company’s Ongoing Saver electricity plan paid more than customers on its Basic plan.
Origin has agreed to return more than $270,000 to affected residential customers. The refund matters because the plan’s name and description suggested customers would continue receiving lower rates without needing to renew or switch offers.
The payment is not available to every Origin customer. Eligibility depends on whether a customer held the Ongoing Saver plan and was identified by Origin as having paid more than they would have under the Basic plan.
Who is eligible for the Origin Energy refund?
Customers may qualify if they were enrolled in Origin’s Ongoing Saver residential electricity plan and their charges became higher than the equivalent Basic plan charges.
Origin said more than 4,500 customers were affected, representing about 0.5% of customers on the plan. Most Ongoing Saver customers are therefore not included automatically.
Customers on other Origin electricity plans, gas-only accounts or plans offered by another retailer are not eligible through this specific remediation program.
Origin will identify affected accounts using its billing records. Customers do not need to join a class action or register through a public claims website.
How much will customers receive?
The average refund or credit will be approximately $60, although individual payments may be higher or lower.
Origin said affected customers paid an average total of about $28 more than they should have. The remediation amount is larger because the company is providing more than the average calculated overcharge as part of its response.
The final amount may depend on how long the customer held the plan, the rates charged and the difference between Ongoing Saver and Basic plan pricing during the relevant period.
Do customers need to apply?
No general application process has been announced. Origin will contact eligible customers directly.
Current customers will be able to choose between a direct refund and an account credit.
Former customers will be contacted separately so payment can be arranged. People who have moved, changed providers or updated their email address may want to confirm that Origin has their current contact details.
Customers who believe they previously held the Ongoing Saver plan but have not been contacted can check older bills and contact Origin through verified details on its official website.
Why was the plan investigated?
The ACCC investigation followed a complaint from consumer advocacy organisation CHOICE.
CHOICE raised concerns that the plan’s name and marketing could lead customers to believe they would receive an “ongoing lower rate” and would not need to compare other offers.
However, some households ultimately paid more than they would have on Origin’s Basic plan. That raised concerns that the promised value was not maintained for the life of the offer.
ACCC Commissioner Anna Brakey said electricity retailers that suggest customers will save money must ensure those savings are genuinely delivered.
She also noted that energy plans can be difficult to compare because bills include usage rates, daily supply charges and different tariff structures.
The ACCC’s official Origin Energy refund announcement contains the regulator’s confirmed details about the remediation.
Did Origin admit breaking the law?
Origin has not admitted breaching Australian Consumer Law.
The company apologised to affected customers, agreed to provide refunds and said it had improved its processes. The Ongoing Saver plan has also been discontinued.
Origin committed to avoiding future plan names that suggest monetary savings unless those savings are built into the offer.
The ACCC decided not to take further enforcement action after considering Origin’s cooperation, remediation program and compliance changes.
Customers should watch for refund scams
The ACCC warned customers to be cautious of scammers pretending to represent Origin.
Origin will contact eligible customers directly and will not ask for credit card or banking details as part of the remediation process.
Customers should avoid clicking links in unexpected messages and should never provide passwords, one-time security codes or payment information to an unverified caller.
Anyone unsure about a message should contact Origin using the phone number shown on an existing bill or its official website.
Why the case matters for energy customers
The case highlights what consumer groups describe as the energy “loyalty penalty”. This occurs when long-term customers remain on older plans that become less competitive while cheaper offers are introduced.
A plan containing words such as “saver”, “value” or “discount” is not guaranteed to remain the cheapest option. Changes to usage rates and daily supply charges can affect the total annual cost.
Households should compare the full estimated annual price rather than relying only on a plan name or advertised discount.
Customers can also contact their retailer and ask whether a cheaper suitable offer is available. Government comparison services include Energy Made Easy for most participating states and territories and Victorian Energy Compare for Victorian households.
Other consumer compensation programs have also required customers to check their eligibility carefully, including the Telstra customer compensation claims process and the Cash App $45 million settlement.
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Is this connected to Origin’s Centrepay court case?
No. The Ongoing Saver refund is separate from legal proceedings brought by the Australian Energy Regulator.
In that case, the regulator alleges Origin continued receiving Centrepay deductions from some customers after their accounts had been closed and outstanding amounts had been paid.
The AER alleges more than 77,000 breaches occurred between December 2019 and March 2025, with one customer allegedly overcharged by more than $11,000. Those allegations remain before the courts and have not been finally determined.
Origin Energy refund facts
- Total remediation: More than $270,000
- Customers affected: More than 4,500
- Average refund: About $60
- Average amount overpaid: About $28
- Plan involved: Ongoing Saver electricity plan
- Complaint made by: CHOICE
- Regulator: ACCC
- Application required: No general claim form
- Current customers: Refund or account credit
- Former customers: Origin will contact them
- Plan status: Discontinued
- Admission of wrongdoing: No
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