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Energy retailers and their marketers (telemarketers/door-to-door sellers) are governed by a strict Marketing Code of Conduct which outlines how and when they can contact you to promote their service. They can contact you in person, by phone or by mail.
Under the Code, marketers must:
Marketers cannot:
Ten-day cooling-off period
All energy contracts have a 10 business-day cooling-off period. This means you can change your mind and cancel the contract within 10 business days after signing without having to pay any cancellation fees. The contract may need to be cancelled in writing - contact the energy supplier to find out. See our cooling-off period case study and sample cancellation letter.
Disclosure statements
A disclosure statement is a written document provided to you by your energy retailer. It should be in plain English and explain the key terms in the contract, including prices, service levels, bill frequency, duration of the contract, available payment methods, fees and charges and any early termination penalties.
Read the fine print and take your time
A contract is a legally binding agreement so it makes sense to take the time to read it carefully and ensure you understand what you're signing up to. Don't allow yourself to be pressured into signing a contract you haven't read or don't understand - you have every right to take a contract away to think about it.
Seek clarification
If you don't understand something, ask your energy supplier or get independent advice on what it means (EOQ cannot provide advice about whether a contract is suitable for you). Market contracts must still comply with all of the consumer protection requirements specified by the Electricity Industry Code. However, it is a good idea to check before you sign any contract that all the minimum terms and conditions are included in the contract.
Early termination/transfer fees
You may be charged a termination fee if you choose to end your contract early so it is important to know if you will be allowed to transfer your account to another location without being charged. Marketers must tell you about the termination fee and the information must be clearly stated in your contract.
Keep copies
Always keep a copy of the information provided to you by the marketers as well as a copy of any contract you sign - if there's a dispute in the future you will need all of the original paperwork.
Do Not Call Register
The Commonwealth Government has set up a 'Do Not Call Register', which gives you a choice about whether to receive any telemarketing calls at home. Energy telemarketers should not call your number once it has been on the register for 31 days. You can register your home or mobile phone for five years on the register at www.donotcall.gov.au
Complaints about marketers
If you have experienced improper behaviour by an energy marketer (eg. coercion, pressure or untruthful information) you should contact the energy retailer they represent to make a complaint. If you are unable to resolve the problem you can lodge a complaint with EOQ. Breaches of the Code are treated very seriously and penalties of up to $100,000 for individuals and $500,000 for corporations apply.
