EWON Energy & Water Ombudsman NSW. Free, fair and independent.

Energy marketing

There are a number of companies in who are licensed by IPART to retail electricity and gas to customers in NSW. In marketing their services, all retailers (including their sales representatives) are bound by the NSW Marketing Code of Conduct and the Australian Consumer Law.

Marketers can approach customers by telephone or door-to-door. However they approach a customer, an energy marketer must:

• produce a photo identity card which states their full name and who they work for
• tell you the reason for their visit or phone call
• tell you about the ten day cooling-off period which allows you to cancel the contract if you change your mind
• explain any fees or charges, including early termination fees
• provide you with the written terms and conditions before asking you to sign a contract
• leave your home immediately or end the phone call when you ask them to

They must not:

• engage in misleading or deceptive conduct
• contact you outside the hours of 9am to 6pm weekdays, 9am to 5pm Saturday, or on a Sunday
• contact you again within 30 days of you saying you don’t want a contract
• contact you again at all if you ask to be put on their ‘not to be contacted’ list

Marketers must also abide 'No Marketing' signs. If wish to avoid telemarketing calls from other energy retailers, ask to have your name placed on the Do Not Call register, phone 1300 792 958 or visit www.donotcall.gov.au

If you believe an energy marketer has breached the Marketing Code, contact the retailer to advise them of the breach. If you are not satisfied with the retailer's response, you can lodge a complaint with EWON.

For more information on what to ask a marketer, see our Switching Retailers section.