Codes and Guidelines

Customer Charters

Codes and Guidelines

There are a number of Codes and Guidelines that set the standards for operation within the Gas and Electricity Industry. Click on the relevant link below for more detailed information.

Victorian Energy Retail Code - outlines information to customers, complaints handling, billing and payment and other matters.
Victoria - Electricity Industry Guideline No. 13 - 'Greenhouse Gas Disclosure on Electricity Customers' Bills'
Operating Procedure - Compensation for Wrongful Disconnection - This procedure has been issued to assist retailers to meet obligations under the new Wrongful Disconnection provisions of the Energy Acts.
South Australian Codes and Guideline for more detailed information on Codes and Guidelines governing the electricity industry in South Australia
New South Wales - Minimum Service Standards (.pdf file, 69 kb)
Guideline 19 Energy Product Disclosure (.pdf file, 54 kb)
Queensland Electricity Industry Code (.pdf file, 797 kb)

Price Fact Sheets

South Australia Price Fact Sheet – Electricity (.pdf file, 37 kb)
South Australia Price Fact Sheet - Gas (.pdf file, 31 kb)
TRUenergy SA default residential contract (.pdf file, 32 kb)
Queensland Price Fact Sheet (.pdf file, 52 kb)

NSW Terms and Conditions for Distribution

NSW customers can view the terms and conditions of their standard form customer connection contract with their distributor by clicking on the relevant link below.

Foreign Language Versions

We have translated the charter into a number of languages. Click on the link to download the appropriate charter in your language.

Victoria Charters

South Australia Charters

NSW and ACT Charters

Chinese

TRUenergy

Codes and Guidelines

Foreign Language Versions