Energy services
Understand your rights and responsibilities when purchasing and using energy services and what to do if things go wrong.
The Australian Energy Regulator (AER) regulates energy markets to ensure consumers have access to reliable, secure and affordable energy to their homes and businesses.
Find the right agency for your energy issue
Energy is an essential service so there are a few different government agencies that look after the various aspects of your overall energy experience.
The Energy and Water Ombudsman NSW (EWON)
EWON can help you with:
- connection or transfer issues
- the reliability or quality of the electricity or gas supply
- bill disputes, including disputed accounts, high bills and estimated bills
- debts and arrears
- disconnection or restriction of supply
- actions of a supplier that affect your property
- complaints about your energy retailer, distribution network or third-party energy supplier
- negotiated contracts
- marketing practices
- poor customer service
- natural disaster support.
EWON’s service is free of charge and available to consumers and small business customers.
NSW Climate and Energy Action
NSW Climate and Energy Action has information on:
- understanding your energy bill
- ways to save money on energy bills
- help for households facing energy bill stress
- energy efficiency
- rebates and discounts
- household energy saving upgrades
- gas network operators.
NSW Fair Trading
Fair Trading can help you with:
- installation issues, including quality of workmanship
- door-to-door sales
- telemarketing
- false or misleading representations
- your consumer rights and protections under Australian Consumer Law.
Your consumer rights for energy services
Products and services you purchase come with automatic consumer guarantees and that includes beauty and cosmetic products and services.
Proof of purchase and documentation
You have the right to receive proof of purchase. Businesses must give you a receipt for goods or services valued at $75 or more. You can ask for a receipt for a transaction under $75 and the business must give it to you within 7 days.
If the service has a warranty, it will give you some extra protection against faults or defects. Warranties generally have terms and conditions attached and it’s your responsibility to be aware of these.
Advertising
Advertising can be a powerful means of persuasion, so it’s important it is truthful, accurate and easy to understand. Australian Consumer Law protects consumers from deceptive advertising claims and conduct.
Businesses are not allowed to make false or misleading representations about their products or services.
The remedy if something goes wrong with your energy service
The remedy when things go wrong will depend on whether the problem is major or minor.
You are entitled to an appropriate remedy from the business when the product or service you purchased does not meet one or more of the consumer guarantees.
You can find out more by visiting our cancelling a service page.
Making a complaint
When making a complaint, you should include:
- details of the issues you are experiencing
- copies of any correspondence that shows how you have tried to resolve the matter.
How NSW Fair Trading will handle your complaint
Your complaint will be reviewed to determine the most appropriate resolution. This may include:
- providing you with information to help resolve your complaint
- recording the complaint issues to assist in future compliance programs, or
- contacting the other party to try and resolve the dispute.
You can lodge a complaint:
Online
If you cannot resolve your matter, submit your complaint by using our form.
By mail
Post your complaint form and documentation to:
NSW Fair Trading
PO Box 972
Parramatta NSW 2124
Ask a question
If you are unable to find the information you need, you can call us between 8:30am to 5pm on Monday to Friday. You can also use our form to make an enquiry.