- Do not feel pressured to decide on the spot. Read and understand documents before you sign them.
- Shop around. To help you make the right choice when choosing your energy supplier, visit the YourChoice website.
- Make sure you have been provided with an offer summary, which explains everything you need to know about the energy plan that is being offered.
- You have 10 business days to cancel an agreement made from door-to-door or telemarketing sales.
- Salespeople must have identification.
- Ask questions. Ensure salespeople provide you with all the facts you need before signing up to a contract.
- If you do not want a salesperson to contact you by phone, join the 'do not call' register. If you do not want salespeople to come to your door, display a 'do not knock' sticker.
- Watch out for energy salespeople who give the impression they are from the government when they are not.
- Be wary of any salesperson who gives the impression that you will receive a discount or some other benefit relating to smart meters if you sign a new energy contract. This is not true. Energy distributors are responsible for installing smart meters and they will contact you by letter before installing your smart meter.
- If a salesperson says you have no choice but to change as they are taking over supply in your area, this is not true. You can choose from a number of energy retailers.
- For general information on dealing with door-to-door salespeople and telemarketers, view our Contracts, door-to-door sales and telemarketing section.
Key contacts
Several organisations can provide you with information about energy services and help you if you have problems with your energy supplier.
Consumer Affairs Victoria
We are responsible for administering the Australian Consumer Law (ACL), which relates to:
- door-to-door sales and telemarketing
- false or misleading representations
- unfair practices and contract terms.
Department of Primary Industries (DPI)
DPI manages the ResourceSmart website, which provides Victorians with a range of tips and programs that support sustainable living.
For more information, visit the ResourceSmart website.
Essential Services Commission (ESC)
The ESC promotes the interests of Victorian consumers with regard to the price, quality and reliability of essential services such as electricity.
It is also responsible for making sure energy retailers abide by the code of conduct for energy marketing in Victoria. For more information, visit the Essential Services Commission website.
Australian Energy Regulator (AER)
The AER is part of the Australian Competition and Consumer Commission (ACCC). From 1 July 2012, the AER is expected to take on responsibility for new national laws that will replace current state energy laws.
The ACCC and AER have useful information for consumers about energy services and products. For more information, visit the Australian Energy Regulator website and the Australian Competition and Consumer Commission website.
Energy and Water Ombudsman Victoria (EWOV)
EWOV is a not-for-profit organisation that provides an alternative dispute resolution scheme. It receives, investigates and resolves customer complaints about electricity, natural gas, bottled gas (LPG) and water companies.
EWOV has created 10 videos providing customers with easy-to-understand advice and help resolving their complaints. To view the videos and for more information, visit the Energy and Water Ombudsman Victoria website.
Energy Assured Limited
Energy Assured Limited is an industry initiative to ensure best practice for door-to-door sales of energy contracts.
The company is responsible for the industry’s Code of Practice and Agency Registry, which aim to improve service standards in door-to-door sales of energy retail products.
The code covers standards in recruitment, training accreditation and on-going monitoring of agents.
For more information, visit the Energy Assured Limited website.
Last updated: 18/04/2012