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, when 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
- 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’ 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 do not wish to be contacted by telemarketers, you can arrange for your phone number to be placed on a ‘Do not Call’ register. Information regarding the register can be obtained by calling 1300 792 958 or at www.donotcall.gov.au.
Further information regarding door to door marketing and obtaining a ‘Do Not Knock’ sticker can be obtained by visiting the Do Not Knock website. .
If you consider that an energy marketer has breached these requirements, contact the retailer they represent 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.