The NSW Government has a number of safeguards in place to protect energy customers.
There are guaranteed customer service standards that apply no matter which electricity or gas supplier you choose. If your supplier fails to meet these standards you are entitled to some form of compensation.
In addition, electricity and gas suppliers must provide information on charges in their contracts, including how these charges are calculated. Suppliers must also regularly issue bills which separately set out electricity or gas charges. This allows you to compare your actual bill with the original quote provided when you signed the contract.
Maintaining your privacy
When handling any personal information, such as your credit history, suppliers are bound by strict privacy rules. This ensures the information is only used for its stated purpose.
The suppliers' Code of Conduct
All suppliers are bound by a Marketing Code of Conduct (for gas click here, for electricity click here), which prevents them from contacting you at certain times and requires them to clearly identify themselves when doing business with you.
Your account cannot be transferred to another supplier without your written consent.
The terms of your negotiated contract cannot be changed without your written consent. Standard suppliers cannot change the terms of their standard form contract unless they follow a regulated procedure.
If you have signed a new contract with a retail supplier, you have 10 days in which to change your mind and you won't be charged a termination fee. You will need to pay for any gas or electricity you may have used.
Before signing a contract with a supplier, you must be informed of all charges that will apply, any requirements for a security deposit to be paid, the duration of the contract and any additional charges that may apply for early termination of your contract.
How we protect your energy supply
The NSW Government has safeguarded your right to be supplied with electricity or gas. The supplier serving you on 31 December 2001 must continue to serve you the same as they always have unless you arrange to change to another supplier.
If you apply for standard supply from your standard retail supplier, they are obliged to commence your electricity supply between ten and 21 days after your application and your gas supply from the date of the first meter read after the application is made.
If the supplier you choose can no longer continue supplying gas or electricity to you, your supply will be automatically transferred over to your standard supplier. There will be no interruption to your gas and electricity supply when this transfer is made.
Suppliers cannot arrange for your electricity or gas to be disconnected unless you have failed to meet your obligations under your contract with them. You must be given adequate warning that they wish to disconnect you, and the reason for disconnecting.
If you think your supplier is being unfair, you can contact the Energy and Water Ombudsman NSW on [see contact details below].
When you have a complaint
If you believe a supplier has not adhered to the Marketing Code of Conduct (for gas click here, for electricity click here), or you have any other dispute with them, you should firstly complain to your retail supplier. Suppliers must have a fair system in place to handle disputes with their customers.
If you are not satisfied with the way your supplier has handled your complaint, you can refer your problem, free of charge, to the Energy and Water Ombudsman NSW (EWON).
The Energy and Water Ombudsman (NSW)
PO Box K1343
Haymarket
NSW 1240
Phone: (02) 8218 5200
Fax: (02) 8218 5233
Within NSW but outside the Sydney metropolitan area
Freecall: 1800 246 545
Freefax: 1800 812 291
Email: omb@ewon.com.au
Retail suppliers and marketers will be bound by EWON's independent decision.
Want more information?
A free booklet explaining the choices available to you will be in your letterbox in early 2002. The booklet will contain information you will find useful if you decide to shop around for the best deal on your energy.
You may also call our information line on 1300 136 888.
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