Your Rights

• Access to a clear and fair energy contract
• Receive bills that are accurate and easy to understand
• Access to your energy usage data at no additional cost
• Be informed of any changes to your plan or tariff with advance notice
• Switch retailers at any time without exit fees
• Access to hardship assistance if you are experiencing financial difficulty
• Lodge a complaint and receive a timely response
• Access to free and independent external dispute resolution

Hardship Support

We understand that circumstances change. If you are experiencing financial difficulty, our hardship program is here to help:

• Flexible payment plans tailored to your circumstances
• Bill smoothing to spread costs evenly across the year
• Referral to government concession and rebate programs
• Energy efficiency advice to help reduce your bills
• Protection from disconnection while on a hardship plan

Complaints Process

We take every complaint seriously and aim to resolve issues fairly and promptly:

1. 1Contact us by phone or email to raise your concern
2. 2We acknowledge your complaint within 2 business days
3. 3Our team investigates and works towards a resolution
4. 4We provide a written outcome within 20 business days
5. 5If unresolved, we refer you to the relevant ombudsman

Life Support

If you or someone at your premises requires life support equipment, we provide additional protections:

• Registration of life support equipment at your premises
• Guaranteed advance notice before any planned outages
• Priority reconnection in the event of unplanned outages
• No disconnection of premises with registered life support equipment
• Annual confirmation of your life support registration