Preventing energy marketing

There are a number of companies who are authorised by the AER to retail electricity and gas to customers in NSW. In marketing their services, all retailers (including their sales representatives) are bound by the National Energy Retail Rules and the Australian Consumer Law.

Marketers can approach customers by telephone or door-to-door. However, they must abide by the NSW Marketing Code of Conduct and do the following:

• 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
• tell you the start date and duration of the contract
• 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:

• approach a customer who has a ‘Do Not Knock’ or 'No marketers' sticker displayed at the property
• engage in misleading or deceptive conduct
• contact you outside the hours of 9am to 6pm weekdays, 9am to 5pm Saturday, or any time on a Sunday or public holiday
• contact you again within 30 days of you saying you don’t want a contract
• contact you again for two years if you ask to be put on their ‘not to be contacted’ list.

If you don't want to be telemarketers, you can add your phone number to the Do Not Call Register. To find out more about door to door marketing and ‘Do Not Knock’ stickers visit Do Not Knock.

If you believe an energy marketer has breached these requirements, contact the retailer they represent to let them know. If you're not satisfied with their response, you can lodge a complaint with us.

Example of a 'No Marketers' sticker