Buyingenergy
fromanonseller
yourrightsandprotections
Doyoupurchaseenergydirectlyfrom theowner,managerorbodycorporate ofyourresidence?Readontolearn aboutyourrights.
Gasandelectricitycanbepurchasedinanumberof ways,directlyfromanauthorised(‘previously licensed’)energyretailerorfromanonseller.Onsellers buyenergyfromaretailerandonsellittoaconsumer orbusiness.Ifyouareunsurewhatarrangement appliestoyou,talktothebusinessyoupurchaseyour energyfrom.
Onsellersincludeownersormanagersofcaravan parks,retirementvillagesandbodiescorporatethat own ormanageresidentialbuildings.
Nomatterhow youpurchasegasandelectricity youhaverightsandprotectionsunderthelaw.This pamphletexplainsyourrightswhenyoupurchase energyfromanonseller.
Yourrightswhenpurchasingenergy fromanonseller
Youmustbetold aboutyourrightsbeforeyour occupancystarts.Underthelawyouhavearightto:
Clearandtransparentarrangementsandbills, including:
• detailsofalltariffs,feesandchargesthatwillapply
• aregularbillatleasteverythreemonthsthatshows thecosts andhow muchenergyyouhaveused
• noestimatedbills (unlessthereisgood reasontodo sosuchasameterfailure).
Accesstoinformationandpaymentoptions,including:
• beingchargednomorethanyourlocalretailer’s standardoffer
• contact detailsforaccountinformationand enquiries
• flexiblepaymentoptionsifyouarehavingtrouble payingyourbill,suchaspaymentextensionsand paymentplans
• atleast13 businessdaystopayyourbill
• informationonrelevantgovernmentor
non-governmentsupportthatisavailabletohelp you,includingconcessions,rebates,orrelief schemes
• theabilitytobuyenergydirectlyfromanenergy retailer(ifyouhavemeteringthatallowsforthisand itispermittedinyourstateorterritory).
Foracompletelistofalltheobligationsononsellers seetheAustralianEnergyRegulator’s ExemptSelling Guidelineavailableat
Iamhavingtroublepayingmyenergy bill—what shouldIdo?
Ifyouareexperiencingfinancialdifficulties,contact theonsellerimmediately.Underthelawyoumust payyourbill,howeveryoumustbeofferedflexible paymentoptionstoassistyoutopayyourbill.
Theonsellermustprovideadviceonavailable concessionsandrebates.
Youcanbedisconnectedfornon-paymentifyou havenot paidabillbythepaybydateornot followedthetermsofapaymentplan.However, beforeyoucanbedisconnectedtheonseller mustsendyouabillremindernoticeanda disconnectionwarningnotice.
Theonsellercannotdisconnectyouatcertain timesoftheday(forexample,before8.00 amor after3.00 pm)oroncertaindaysoftheyear(such asweekendsandpublicholidays).
Customersthatrelyonlifesupportequipment cannotbedisconnected.Ifyouuselife
supportequipment,itisimportantthatyoutell youronseller.
Iamhavingproblemswithmyenergy service—what shouldIdo?
Ifyouhaveanyproblemswithyourenergyservice, trytoresolvetheproblemdirectlywithyour onseller.Onsellersarerequiredtotakereasonable stepstoresolveyourcomplaint.
Ifyoucannotresolveyourproblem,contact the
AustralianEnergyRegulator.
Moreinformation AustralianEnergy Regulator
AERInfoline1300 585 165
IndigenousInfoline:1300 303 143
ForinformationinlanguagesotherthanEnglish,call13 1450 andaskfor1300 585 165
TTYserviceforpeoplewithhearingorspeechdifficulties:
1300 585 165
InternetrelayusersconnecttotheNRS
(see andaskfor1300 585 165
Otherplaceswhereyoucan gethelp
Ifyouarehavingalegalproblem,communitylegalcentres areindependent,not-for-profitcommunityorganisationsthat providelegal servicestothepublic.
Ifyouwantadviceonpaymentplansorhow muchyou canaffordtopayyoucancall1800 007 007 tospeakto afinancialcounsellor.This isafreecallfrom9.30 amto
4.00 pm,MondaytoFriday. Whenyoucallthisnumber
youwillbeautomaticallytransferredtothephoneservicein yourstate.
AustralianCompetitionandConsumerCommission
23 MarcusClarkeStreet,Canberra,AustralianCapitalTerritory2601
©CommonwealthofAustralia2012
Importantnotice
The informationinthispublicationisforgeneralguidanceonly.Itdoes
not constitutelegalorotherprofessionaladvice,andshouldnot be relied onasastatementofthelawinanyjurisdiction.Becauseitisintended only asageneralguide,itmaycontaingeneralisations.Youshouldobtain professionaladviceifyouhaveanyspecificconcern.
The ACCChasmadeeveryreasonableefforttoprovidecurrentand accurateinformation,butitdoesnot makeanyguaranteesregardingthe accuracy,currencyorcompletenessofthatinformation.
ISBN978 1 921964 89 3
ACCC06/12_47972_523