Policies
As a valued customer of Energy On, your rights are very important to us.
If you have any questions, or if you would like to request a printed copy of any of our policies, you can contact The Team on the details below:
Phone: 1300 323 263
Email: TheTeam@EnergyOn.com.au
Customer Charter
This Customer Charter applies to the supply of your electricity from Energy On Pty Ltd. It provides a guide to our services and responsibilities. There is also important information on your rights and obligations as an electricity consumer.
Download our Charter: Customer Charter – January 2019
Life Support Policy
If you, or someone in your household, have a requirement for Life Support Equipment, it is important that Energy On is made aware of this requirement to ensure continued supply of electricity. To understand our obligations to you and yours to us please review our policy.
Download our policy: Life Support Policy - January 2020
Financial Hardship Policy
Energy On values its relationship with its customers and recognises that there may be instances where residential customers experience payment difficulties or financial hardship. As a result, a customer may be unable to pay an outstanding amount as ordinarily required by Energy On.
If you are unable to pay your bills, Energy On may be able to provide you with support and options to get you through this difficult time. Our team can arrange a suitable plan and help you with ways to reduce your energy usage. We will treat you with respect and will take into consideration your particular circumstances.
Energy On customers experiencing difficulty in paying their bill should contact The Team at Energy On on as soon as possible in order to discuss an appropriate solution to avoid the risk of disconnection.
Download our policies:
Financial Hardship Policy Victoria – April 2019
Financial Hardship Policy Outside of Victoria – April 2019
Connection, Disconnection and Reconnection Policy
The Connection, Disconnection & Reconnection Policy is followed by Energy On for all connections. Please view the policy for information on:
- When your utilities can be connected
- Disconnection scenarios and regulations
- Reconnection scenarios and time frames
Download our policy:
Connection, Disconnection & Reconnection Policy
Complaint Handling Policy
You may lodge a complaint with us at any time about any aspect of our services and, if you do, we are obliged to abide by this Policy. A complaint may be about a specific aspect of our services or a number of aspects. Once you make a complaint, we will conduct a review of all aspects of the complaint.
You have the option to contact the Energy & Water Ombudsman in your state for independent advice and assistance. Each Ombudsman’s contact details are included in the policy that you can download below.
Download our policy: Complaints Handling Policy - July 2019
Privacy Policy
We are committed to the protection of personal privacy and have adopted a policy to protect information about individuals. This policy describes the information we collect and hold, how we use that information, how that information may be disclosed, the security of that information, how you can access and correct any such information and other relevant details concerning your privacy.
Download our policy: Privacy Policy - April 2019
Conditions of Exemptions
Energy On complies with the conditions of the “Electricity Network Service Provider - Registration Exemption Guideline” and “Electricity Retail Exempt Selling Guideline”, where required, and has produced the below two documents as an overview for customers.
Download the conditions:
Domestic and Family Violence Policy
If you are affected by domestic and/or family violence and are unable to pay your bills, or require alterations to your account details, Energy On will be able to provide you with support and options to get you through this difficult time. At all times your privacy will be our top priority. For more information on the support available to you, please read through the Energy On Domestic and Family Violence Policy and contact The Team at Energy On.
Download our policy: