Like all energy retailers, we need to adjust our prices (‘rates’) at times. This may affect what you pay for your energy. Rates are changed in accordance with our contract terms and conditions, which are included in your Welcome Pack. We'll notify you in advance before your prices change.

Tango Energy will notify you in advance, via your preferred communication method, before any changes to your prices. This notification will outline the changes to your rates and when they will take effect. You can also view your new prices on your My Tango account or check the first bill issued after the date the price changes take effect.  

Keep in mind that how much you pay also depends on how much you use, the time of day you use electricity or gas, your network tariff, as well as the specific prices set out in your energy plan. 

Tango will notify you in writing of the date when any price changes will come into effect. Please refer to the notice once you receive it for more information about your price change.  

Tango’s current generally available plans are available to both new and existing customers. Some have differences in rates, eligibility criteria, terms, conditions, or fees and charges. Contact us to discuss the best available offer for you. 

A Default Offer, sometimes also called a ‘Standing Offer’, is the type of electricity plan which is given to customers by default if they don’t select a market offer. Different Default offers apply depending on where you live:  

• Default Market Offer (DMO) - NSW, QLD, SA: The Default Market Offer (DMO) is a government initiative that also acts as a ‘cap’ on the prices which electricity retailers can charge. The DMO is also reference price for comparing energy deals in the market, so you can easily compare energy deals.  
• Victorian Default Offer (VDO) – VIC: The VDO is a rate that is reviewed and set by the Essential Services Commission, the Victorian energy regulator, each year. The VDO is also a reference price for comparing energy deals in the market, so you can easily compare energy deals.  

The Default Offer will not necessarily be the lowest price available. Default offer prices also don’t take into consideration your exact situation so you may pay more, or less, depending on your specific circumstances and usage.

There are several reasons why your bill could be higher than you were expecting. Learn more at Energy bill higher than expected. If your rates have changed and you didn’t receive notice beforehand, check your My Tango account or contact us to confirm that your account’s preferred contact information is up-to-date and correct. If you have further questions, please contact us so our friendly support team can assist you. 

Yes, you can change your electricity or gas plan to a different offer from us or another retailer at any time. Tango Energy plans don’t have any lock in contracts or exit fees, so we won’t charge you for changing your plan.  

You will need to review, understand and accept any differences in the new offer’s eligibility criteria, terms, conditions applicable fees, and rates. It’s also important to understand that changing energy retailers won’t cancel any outstanding debt or payments due on your current account.

If you’re currently with a different retailer, you may like to check if any lock in clauses or exit fees apply to your current plan. Find out more at Switching to Tango Energy from another retailer.

• Comparing available plans in NSW, QLD, SA: Energy Made Easy is a free government website that can help you compare generally available energy offers from retailers across the market in your location to find the right offer for your circumstances. You can compare offers by visiting energymadeeasy.gov.au.  
• Comparing available plans in Victoria: Victorian Energy Compare is an independent Victorian Government energy price comparison site to help you to compare electricity, gas and solar offers from all energy retailers in Victoria. You can compare offers by visiting compare.energy.vic.gov.au. 

Changing your plan or moving to a different retailer shouldn’t interrupt your power supply. Your electricity or gas supply continues as usual while you change to your new plan or provider.

After signing up to a new contract you have a 'cooling off' period of 10 business days to cancel it. After this, you can still change your mind, you’ll just need to follow the normal process of changing your plan.  

You will most likely have to set up a new contract for your new address, but you won’t necessarily need to switch to a different offer. Get in touch and our friendly support team can check that your current plan’s offer is available at your new address for you. Moving house may involve connection fees. Find out more at Moving home or business location. 

We understand that, at times, it can be difficult to meet your energy costs. If you’re having trouble paying your bills for any reason, we strongly encourage you to contact us so our friendly support team can offer the right support for you. Visit Payment extension and payment plans for more information on financial hardship assistance options that are available to you, or contact us to discuss your circumstances. 

You can access your historical billing and energy usage data by logging into the My Tango Account portal or by contacting us and requesting a copy of this information. 

A full breakdown on what each section of your bill means is available on our website at tangoenergy.com/understanding-your-bill.