Energy Marketing Code of Conduct

the many ways that EWOV can help How to make a complaint How we handle cases Things EWOV can and can’t deal with Questions customers often ask us Understanding a high bill Help with paying bills Your supply has been cut off Concessions and grants information Pricing and billing Moving in or out Switching energy retailer Using energy and water efficiently Protecting consumers About meters Advanced Meters Power interruptions and surges Trees and powerlines Rental housing Complaint Form	Energy Marketing Code of Conduct The ESC’s Energy Marketing Code of Conduct also applies to domestic and small business customers. It sets out the rules for marketing retail energy and complements and extends the Fair Trading Act 1999. It covers things such as: adequate training for sales representatives records retailers must keep of all sales calls or visits that sales representatives must follow applicable laws in relation to misleading, deceptive or unconscionable conduct (e.g. sell to someone who obviously doesn’t understand what’s happening) cooling-off rights that sales representatives must identify themselves early in their contact with you that information must be provided to you either before you enter the contract (if it’s door-to-door sales) or within two business days (if it’s phone sales) you must have given your informed and explicit consent to the contract a cooling-off period after you enter into a new contract your right to complain to the company, have the company provide reasons for its decision and inform you about EWOV. Return to Protecting consumers EWOV and the legal frameworks