OUR GUARANTEED SERVICE LEVELS

The following information sets out some minimum service standards that we must comply with. If you feel that we have not delivered on this promise please call us on 133 298 or send an email to us at

Telephone numbers for faults and emergencies

We are required to include a phone number on your energy account that operates 24 hours a day, seven days a week. This number can be called for no more than the price of a local telephone call. It allows you to get (or give us) information about faults, difficulties and emergencies relating to your energy supply.

Customer service enquiries

Call us on 133 298 for all enquires relating to your account and the customer connection services we provide. It will cost you no more than a local call.

Making it to appointments on time

We understand how frustrating waiting can be and that's why we will do our very best to get our representative there on time every time. If we (or our representative) keep you (or your representative) waiting for more than 15 minutes after the agreed meeting time we will credit your account $25. We think that's fair and simple.

Minimum service standards

As your energy retailer, we will meet (but normally exceed) our minimum services standards. Where we specify a rebate for failing to meet a minimum service standard, we will pay you that rebate within a reasonable time after you have applied. Your rebate application must be received by us no more than three months after the date we failed to meet our published standard. Any rebate will be credited to your account and reflected on the next energy account you receive.

Complaints handling

We have developed a guide that sets out our obligations in regard to responding to your enquiries and complaints. This guide is called "Enquiries & Complaints" or available by calling 133 298.

Period of notice that we must give if we carry out work that will disrupt energy supplies

If there will be a disruption to your energy supply because of planned maintenance to the energy distribution system or because of inspection or testing then we will give you as much notice as we can. This will depend on the amount of notice that we receive from the relevant network operator.