What are your rights?
Starting from July 1, 2020, we must meet specific service standards to ensure that energy retailers in the Australian Capital Territory (ACT) provide reliable services. If we don't meet these standards, as outlined in the Consumer Protection Code, you may qualify for a rebate. This means we'll compensate you for any service failures in the following situations.
When you contact us to turn on your electricity supply to your home or business, these are the expected timeframes for connections depending on the time and day you call us:
|Request type||Expected guaranteed service level|
|If you contact us before 2pm on a business day to request for your electricity connection to be turned on.||Your electricity will be turned on by the same day.|
|If you contact us after 2pm on a business day to request for your electricity connection to be turned on.||Your electricity will be turned on by the next business day.|
|If you contact us on a non-business day (e.g., a weekend or public holiday) to request for your electricity connection to be turned on.||Your electricity will be turned on by the next business day.|
|Otherwise, if you contact us to request for your electricity connection to be turned on a certain day.||Your electricity will be turned on by the day agreed between you and us.|
In cases where this does not occur, a rebate of $60 per day (to a maximum of $300) may be payable. Please note, an investigation will take place to determine if the connection didn’t occur on time due to our error. If this is the case, we’ll provide relevant rebates, as soon as practicable.
We follow a number of steps before we disconnect your services. However, a wrongful disconnection may occur for various reasons. Here are some examples:
- we disconnected an account due to non-payment in error;
- we disconnected the wrong account due to non-payment; or
- a request was made to disconnect an account, but we wrongfully disconnected your account.
If any of these situations occur, we’ll pay you a rebate of $100 per wrongful disconnection.
Responding to your complaints
We understand sometimes, things don’t go as plan, but we try really hard to get it right! We're commited to acknowledging any complaints and responding within 20 business days. If we don’t do this, we’ll pay you a rebate of $20 per complaint.
Have we interrupted your energy supply?
Sometimes, your energy supply might be interrupted when we update your meter. We may need to briefly disconnect your power for safety reasons. This is different from any scheduled or unexpected outages by your energy distributor (the company responsible for supplying energy to your address). In the case of a planned interruption, we're obligated to give you four (4) business days' notice. If we don't provide this notice, you'll receive a $50 rebate for each interruption.
What are our rights?
Utility providers also have rights under this code and other regulatory rules. Those rights include but are not limited to:
- The right to payment for the services we provide to you
- The right to disconnect or restrict supply to a customer for non-payment of a bill
How would I know if I am eligible for the guaranteed service level?
We continuously check our processes to make sure we meet these service level standards. When identified, we will apply relevant rebates to your account as soon as practicable. If you identify that we haven’t met any of these guaranteed service levels before us, please contact us for the rebate.
Can I ask for a refund if my account balance is in Credit?
Yes, you can ask for a refund if your account balance is in credit. Otherwise, the rebate amount will come off any balance that is owing on your account.
We pride ourselves on the service we provide, if however, you believe that we have not met any of the below service obligations, you are able to register a through ACAT - complaint .
** A full copy of the Consumer Protection Code is available on the ACT Legislation register