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

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

Financial Hardship Policy & Customer Hardship Policy

Energy On values its relationship with its customers and recognises that there may be instances where customers experience payment difficulties or financial hardship. We may be able to provide you with support through various payment options and help you reduce your energy consumption. We will treat you with respect and will take into consideration your particular circumstances.

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 - VIC
Customer Hardship Policy - QLD, NSW, ACT, SA & TAS

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: Domestic and Family Violence Policy

Privacy and Credit Reporting Policy

Energy On is committed to the protection of personal privacy and have adopted a Policy to protect information about individuals. The Privacy Act 1988 (Cth) (Privacy Act), the Australian Privacy Principles (APPs), and the Credit Reporting Code (Code) govern the way in which we must manage your personal information and credit-related information and 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 and Credit Reporting Policy

Privacy Collection Statement and Statement of Notifiable Matters

Energy On collect and use your personal information for the purposes of providing goods and services (including provision of electricity, gas, hot water, cold water, or telephony; managing services; invoice services; and equipment and infrastructure procurement services) or information to you, facilitating our internal business operations (including assessing account and credit applications), and providing you with information about other goods and services that we, and other organisations that we have affiliations with, offer that may be of interest to you.

Download our statements: Privacy Collection Statement and Statement of Notifiable Matters

Connection, Disconnection and Reconnection Policy

Energy On follows the Connection, Disconnection & Reconnection Policy which outlines the situations where connection and disconnection of supply may occur in relation to Residential Customers and Small Customers. This includes not returning a completed Sale of Utility Agreement and non payment of invoices.

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 and Dispute Resolution Policy

Energy On adopts a customer-focused approach and appreciates feedback. If at any time you are unhappy with the service you have received please let us know by emailing: Feedback@EnergyOn.com.au

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 our Complaint Handling and Dispute Resolution Policy. Note that debt recovery procedures are put on hold until the matter has been resolved. For more information on this please refer to the Energy On Complaint Handling and Dispute Resolution Policy on the Energy On website under Policies.

Download our policy: Complaint Handling and Dispute Resolution Policy

Conditions of Exemptions

Energy On complies with the conditions of the Australian Energy Regulator's (AER) “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: 

Energy On - AER Conditions for Network Exemption Holders

Energy On - AER Conditions for Retail Exemption Holders

Corporate Social Responsibility

Energy On delivers ethical, generous, reliable, and innovative solutions to clients with transparent solutions that benefit all stakeholders. It was this focus that led to the establishment of our business and it is this focus that drives our approach to Corporate Social Responsibility.

Download the CSR Policy: 

Energy On - Corporate Social Responsibility Policy