Adaptive Energy Customer Charter

As an Adaptive Energy customer, you have the right to:

• Clear and accurate information about your energy plan
• Fair and transparent pricing
• Safe and reliable electricity supply
• Access to support if you are experiencing payment difficulty
• Protection if you are vulnerable or require additional support
• A fair and accessible complaints process
• Privacy and protection of your personal information

We provide electricity retail services and may offer additional energy services, including participation in Virtual Power Plant (VPP) programs. We will clearly explain all products and services, ensure you understand how your plan works, and communicate in plain and simple language.

We will:

• Obtain your explicit informed consent before entering into or changing your contract
• Provide clear information about your plan, including prices, fees, and conditions
• Give you a cooling-off period where applicable

We will provide accurate and timely bills, clearly explain your charges, and offer a range of payment options. If there is an error, we will investigate promptly and correct it as soon as possible.

If you are having trouble paying your bill, we will:

• Offer help as early as possible
• Work with you to set up a payment plan based on what you can afford
• Provide access to our hardship program
• Offer flexible and practical support

We will treat you with respect and without judgement. Disconnection for non-payment is always a last resort.

We provide additional support for customers who may need it. This includes customers who:

• Are experiencing financial hardship
• Require life support equipment
• Are affected by family or domestic violence
• Have accessibility or communication needs

We will tailor our support to your situation and prioritise your safety and wellbeing.

If you or someone in your household uses life support equipment, we will register you immediately, we will not disconnect your electricity for non-payment, and we will provide additional protections and support. To ensure safety, life support customers are not eligible for VPP participation.

If you are affected by family or domestic violence, we will:

• Prioritise your safety
• Keep your information confidential
• Provide safe communication options
• Help manage your account securely
• Offer flexible financial support

You do not need to provide evidence to receive help.

We will follow all legal requirements before any disconnection, provide notice and offer support, and assess your circumstances, including hardship eligibility. We will not disconnect you if:

• You are on a hardship plan and meeting the terms
• You are actively engaging with us
• You are registered as a life support customer

We are committed to protecting your personal information. We will handle your information in accordance with privacy laws, keep your data secure, and only use your information for permitted purposes. If a data breach occurs, we will act quickly to contain it, notify you if required, and provide support.

If you participate in a VPP, we will clearly explain how it works and ensure you understand that benefits may vary and are not guaranteed. Your energy bill and VPP participation are separate. We will ensure VPP services do not compromise your safety or your rights as a customer.

We aim to make our services accessible to everyone. We will communicate in plain language, provide information in different formats where needed, and offer interpreter services where possible.

We are committed to continuously improving our services, listening to customer feedback, and meeting all regulatory requirements. This Charter is available on our website and on request, and we review it regularly to ensure it remains accurate and compliant.