Preventing energy marketing

Retailers and their salespeople must follow the National Energy Retail Rules and the Australian Consumer Law. 

Marketers may contact you by phone or knock on your door. They must follow the NSW Marketing Code of Conduct. 

Marketers must: 

• show a photo ID card with their name and who they work for 
• tell you why they are contacting you 
• tell you about the 10-day cooling-off period 
• explain fees, including early exit fees 
• tell you the start date and length of the contract 
• give you the terms and conditions before you sign 
• leave straight away if you ask them to. 

Marketers must not: 

• knock if you have a “Do Not Knock” or “No marketers” sign 
• mislead you 
• contact you outside these hours: 
  • 9 am to 6 pm weekdays 
  • 9 am to 5 pm Saturday 
• never on Sundays or public holidays 
• contact you again within 30 days after you say no 
• contact you again for two years if you ask to be put on their “not to be contacted” list. 

If you do not want telemarketers, you can add your number to the Do Not Call Register. 

For information about door-to-door marketing and “Do Not Knock” stickers, visit Do Not Knock. 

If you think a marketer has broken the rules, complain to the retailer they represent. If you are not happy with the response, you can lodge a complaint with us.