Adaptive Energy Your Rights and Responsibilities

Clear information and fair contracts

You have the right to:

• Receive clear and accurate information about prices, fees and terms
• Understand your contract before agreeing
• Choose between available energy plans
• Be notified of any changes to your plan

Accurate billing and payment options

You are entitled to:

• Accurate and timely bills based on actual or estimated usage
• Easy-to-understand billing information
• Flexible payment options, including instalments if needed
• Request a review if you believe your bill is incorrect

Support if you're having trouble paying

If you're experiencing financial difficulty, you can:

• Access our hardship program
• Set up a payment plan that suits your situation
• Be protected from disconnection while receiving support
• Be treated with respect and understanding

Protection for life support customers

If someone in your home relies on life support equipment, you must register with us, and you'll receive additional protections, including advance notice of planned outages, extra support during interruptions, and assistance to help manage risks.

Disconnection protections

You have the right not to be disconnected without proper notice, and to receive reminders and support before any disconnection. You can avoid disconnection if you are on a payment plan, in a hardship program, or registered as a life support customer.

Privacy and data protection

• Have your personal information kept secure
• Access your personal data
• Understand how your information is used

Payments

• Pay your bills by the due date
• Contact us early if you're having trouble paying

Provide accurate information

• Keep your contact details up to date
• Let us know about any relevant changes

Allow safe access to your meter

Provide safe and reasonable access for meter reading, maintenance or replacement.

Use energy safely and legally

• Do not tamper with meters or connections
• Use electricity safely in your home or business

Register for life support

• Let us know if someone in your household requires life support equipment
• Provide required documentation

Adaptive Energy is committed to complying with all applicable energy laws and regulations, supporting customers (especially those experiencing vulnerability), and providing clear, fair and transparent services.

This page is a summary only. Your full rights and obligations are set out in the National Energy Retail Law (NERL), the National Energy Retail Rules (NERR), and your energy contract.