Marketing Code of Conduct

Electricity and gas retailers and their contract marketers will be governed by a strict Code of Conduct about how and when they can contact you to promote their services.

Retailers must clearly identify who they are, which company they work for and why they are contacting you
Retailers can only contact customers, whether by telephone or in person, at reasonable times:

Between 9.00am and 6.00pm on weekdays (or 8:00pm for telephone contact)
Between 9.00am and 5.00pm on Saturdays
Any other time, including Sundays and public holidays, only if you invite them to do so

Retailers cannot engage in conduct that may be misleading, deceptive or unconscionable
Retailers cannot exert pressure, or otherwise harass or coerce customers
Retailers must ensure information provided to customers is truthful, easy to understand and relevant to each particular customer
Retailers must provide timely, accurate, verifiable and truthful comparisons.

Retailers and their marketing agents must comply with a Marketing Code of Conduct.

Any complaints about improper marketing behaviour will be investigated by the Energy Ombudsman. Breaches of the marketing conduct rules will be treated very seriously and penalties of up to $100,000 for individuals and $500,000 for corporations apply.