What is the onboarding process?


You signed up! That's amazing.

We understand changing electricity retailers is not something you do everyday. Fortunately, it is pretty easy! Now that you have signed up, we will take care of everything for you, and rest assured, there is no way you will lose power at any stage in the onboarding process.

It is important to note this article outlines the process if you are changing from one electricity retailer to another. If you are moving into a house and establishing a new connection with Amber, it will be slightly different and you can read about that here.

Here’s an overview of what is going to happen now:

Step 1, Cooling-Off Period: The cooling-off period is a mandatory process that must happen every time you change electricity retailers. It lasts 10 business days, so roughly two weeks. Retailers aren't allowed to touch your electricity account during this time, so the beauty of the cooling-off period is that if you decide to stay with your old retailer for whatever reason, you can do so and they will never know you (almost) left them! You will receive an email from us to let you know when this is over :)

Step 2, Meter Read: After the cooling-off period, we start working: the first thing we need is to get a meter read so you can get a final bill from your old retailer. If you’ve got a smart meter this will happen within 3-4 days.

If you have an old-fashioned meter, we will arrange your meter to be read with your network to be completed as soon as possible. Your meter right now is probably read every 3 months, but we won't make you wait that long! Your network will be the ones undertaking this read, so we need to work within their time-frames, however it will happen within a few weeks of finishing your cooling off period. Unfortunately, this read is a bit more special than a regular meter read, and so photos of your meter or submitting a self-read is not an option for this one.

Step 3, Switched! The final step! Once we have a meter read, we will let your old provider know that you will be switching across to Amber (that's right, no sweat off your back here, we do all the breaking up for you). And that's it, you are now officially an Amber customer.

Now that you have completed the onboarding process, the fun can really begin! Regardless of what meter type you have, you will now be enjoying wholesale prices and 100% carbon offset electricity. For customers with a smart meter, you can check your app and see your usage data! If you have an old-fashioned meter, you can expect an email about the smart meter installation from someone in our team soon (you can also read more about that process here).

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