Codes and Guidelines
Customer Charters
- Current TRUenergy Retail Customer Charter - Victoria
- TRUenergy Retail Customer Charter - South Australia
- TRUenergy Retail Customer Charter - New South Wales & Australian Capital Territory
- TRUenergy Retail Customer Charter - Queensland
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)
Energy Assured
Energy Assured is an industry initiative to ensure the best practice of door to door sales of energy contracts.
With a commitment to improving the consumer experience, energy retailers and marketers have established a Code of Practice to enhance service standards in the door to door sale of retail energy products. The Code covers standards in recruitment, training, accreditation and on-going monitoring of agents to ensure confidence when buying energy at your doorstep.
For more information about Energy Assured and the Code of Practice, visit energyassured.com.au.
South Australia default residential contracts
- South Australia default Terms & Conditions for gas customers (.pdf file, 93 kb)
- South Australia default Terms & Conditions for electricity customers (.pdf file, 92 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
NSW and ACT Charters