Power to You

POWER TO YOU Important information to help put you in control of your energy service

The power is in your hands Whether shopping around for a new energy offer, dealing with salespeople or sorting out problems, being a confident energy customer has never been easier. There are rules that make sure you get a fair go from energy retailers, and tools to help you navigate the market.

Tips for finding a great energy deal Use the Australian Energy Regulator (AER’s) Energy Made Easy website (www.energymadeeasy.gov.au) to compare offers. Unlike many commercial comparison sites, Energy Made Easy is free, independent and allows you to compare all offers in your area. To compare, you’ll need to know what rate (tariff) you are on, how much energy you use (in kWh for electricity, MJ for gas) or how much you pay. You can find this information on your bill or your current retailer can tell you. Check for discounts for paying on time or other incentives. Also check how long the contract is and whether there are fees if you exit early.

Before signing up with a new retailer: request an estimated cost of the new offer and check how it compares with your current offer ask your current retailer if they can give you a better deal check with your current retailer about whether you will have to pay fees for leaving the contract early. Energy contracts An energy contract can be agreed over the telephone or online, as well as signed face-to-face with a salesperson. Regardless of how you agree to the contract, the retailer must provide you with written confirmation of the price, terms and conditions and other relevant information. Remember, a ‘cooling off’ period of ten business days applies to all market contracts, meaning you can change your mind and end the contract at no cost during this time.

Door-to-door selling There are rules to make sure that you get a fair go from salespeople who visit you at home. Salespeople must:

not contact you at certain times, including early in the morning, evenings and Sundays. show identification and explain the purpose of their visit leave when asked.

Remember, there’s no pressure to sign up on the spot. If you want time to consider the offer or compare it with other retailers’, ask the salesperson to come back on another day.

I don’t want to be contacted Energy salespeople must observe any signs such as ‘do not knock’ or ‘no marketing’ that you display. You can also request an energy retailer or its salesperson place you on its ‘no contact’ list. If you do not want to be contacted by phone, you can sign up to the Australian Government’s Do Not Call Register (www.donotcall.gov.au) or phone 1300 792 958. Paying for your energy Your energy bill is the main way your retailer communicates with you about your service. You are entitled to receive a bill, which must be clear, but contact your retailer if there’s anything you don’t understand. The Energy Made Easy website also has information to help you understand how gas and electricity bills are calculated.

Problems paying? If you’re having problems paying a bill for any reason, contact your retailer and ask if they can offer any help. There are rules that require retailers to assist customers experiencing financial hardship and early assistance can help you avoid extra fees or disconnection. Help under the retailer’s hardship program can include payment extensions, setting up payment plans, information about concessions, and referrals to financial counselling services. If you are refused entry on your retailer’s hardship program you can contact the energy ombudsman in your state or territory. Resolving problems

If you have a dispute with a retailer about your energy service: Contact your retailer as soon as possible. Explain the problem and the outcome you want.

If you can’t sort out the problem straight away, ask to speak with a senior officer or manager.

Keep a record of the date and time of the call, who you spoke to and what you discussed.

If you still cannot resolve the problem, contact the energy ombudsman in your state or territory. Energy ombudsmen schemes provide a free and independent dispute resolution service for energy customers.

You can find contact details for ombudsmen services on the Energy Made Easy website or by calling the AER Infoline on 1300 585 165.

Get guidance from Energy Made Easy The Energy Made Easy website has:

a free and independent price comparison service energy saving tips that can save you money information about your rights as an energy customer information to help you understand your bills. www.energymadeeasy.gov.au

AER Infoline: 1300 585 165 Australian Competition and Consumer Commission 23 Marcus Clarke Street, Canberra, Australian Capital Territory 2601

© Commonwealth of Australia 2013 Important notice The information in this publication is for general guidance only. It does not constitute legal or other professional advice, and should not be relied on as a statement of the law in any jurisdiction. Because it is intended only as a general guide, it may contain generalisations. You should obtain professional advice if you have any specific concern.

The ACCC has made every reasonable effort to provide current and accurate information, but it does not make any guarantees regarding the accuracy, currency or completeness of that information.

ISBN 978 1 921973 69 7

ACCC 07/13_716