Know your consumer rights

5 ways to get the best result from your new energy tech purchase.

Understanding your options can help ensure you get the best deal for your individual goals and circumstances

The NETCC program aims to give you the confidence to purchase new energy tech by ensuring you are well protected and dealing with providers committed to transparent, quality service.

Here are 5 ways to help you get the best result from your new energy tech purchase.

Consumers FA Qs landing 800x800

1. Research your options

Purchasing new energy tech can be a big decision. Before making your purchase, it is important to do your research to understand what solutions may be best for your home and energy goals.

Ask friends and family for their recommendations, research on independent sites and check out our consumer guides (Coming Soon)

New Energy Tech Approved Seller 1

2. Find an Approved Seller

When purchasing new energy tech for your home or business, look for a NET Approved Seller. Approved Sellers have committed to upholding the consumer protection standards of the NETCC and to ensuring you are treated fairly, ethically and receive clear information about the service being provided. Approved Sellers can also help you navigate any rebates or other financial incentives that may be available to you.

When the NETCC program launches in February 2023, you will be able to locate and verify Approved Sellers here. We recommend contacting several Approved Sellers to ensure you have a number of offers to choose from.

Solar contracts

3. Understand your rights

Before signing any contract, you should read it to ensure you understand the obligations of both yourself and the company you are dealing with. Good retailers should have clear contracts and talk you through what key elements of the contract mean. You will also be protected by broader Australian laws, including the Australian Consumer Law’s automatic consumer guarantees that the products and services you purchase will work and do what you asked for. If you are using a NET Approved Seller, you can expect them to meet the NETCC standards.

4. Understand the costs and benefits

Before purchasing new energy tech, you should have a clear understanding of how much it will cost and what savings or earnings you may be able to expect over a particular period. These figures should be based on reputable sources and a list of assumptions that are explained to you by your Approved Seller. Before you sign your contract, your Approved Seller should also have documented and clearly explained to you the details of any finance arrangements associated with your offer. Approved Sellers are committed to ensuring the advertising, quotes and contracts provided to you are clear, detailed and transparent and fit for purpose.

Coins solid

Check you've got all the costs

Check whether your quote covers costs relating to delivery, installation and connection, if applicable. Ask about your new energy tech’s expected lifespan and any ongoing maintenance costs that may be relevant to your purchase.

Doc2

Understand what impact new energy tech will have on your energy bills

Get your current annual energy use from your energy retailer and ask your new energy tech provider how your new energy tech can help you achieve your energy goals. If you are provided with a ‘payback’ period estimate, ask your provider how it has been calculated.

Hand holding dollar solid

Ask about rebates and other offers

You may be eligible for federal or state financial incentives to support you in making your purchase. These incentives or rebates should be clearly listed on your quote and contract.

File invoice dollar solid

Consider what payment options suit you best

Consumers can purchase new energy tech in many ways, including through Buy Now Pay Later arrangements. Make sure you are provided clear documentation and terms for any deferred payment arrangements you may be considering.

5. Know what to do if things go wrong

If you are not happy with your purchase of new energy tech or the services you have received from a new energy tech provider, it is important to be aware of the avenues available to you for raising your concerns. Approved Sellers are committed to handling complaints in a fair, timely and transparent manner

I have a complaint, what do I do?

First and foremost, most issues can usually be resolved by contacting your new energy tech provider directly. Consumers are encouraged to submit their complaint and all follow-up correspondence in writing, to ensure both you and your provider have a clear record of the concerns raised.

The Australian Competition and Consumer Commission (ACCC) has created this useful guide for making complaints here.

If your dispute is with a NET Approved Seller

When the NETCC program launches in February 2023, all Approved Sellers will be expected to meet the standards of the New Energy Tech Consumer Code. If you believe the conduct of an Approved Seller, or the product, system or service they provide you with is not to standard, you will be able to submit your complaint via this website.

The Administrator will investigate allegations of non-compliance with the NETCC. Where it is found that an Approved Seller has breached the standards of the NETCC, the Administrator will take the appropriate compliance action.

Please note, the Administrator does not have jurisdiction to assess or resolve financial disputes (such as obtaining compensation on a consumer’s behalf). It may be necessary for consumers to contact a relevant consumer protection organisation if a financial outcome is required.

The NETCC Complaints Form will be published on this website closer to program launch.

How can I escalate my complaint?

If you are not happy with how your provider has handled your complaint, you may wish to lodge your complaint with the relevant Fair Trading or Consumer Affairs office in your state or territory. They may be able to assist you further.

If you have problems with an electricity retailer or distributor, you can contact the Energy Ombudsman in your state or territory

  • ACT: ACT Civil and Administrative Tribunal, (02) 6207 7740
  • NSW: Energy and Water Ombudsman NSW, 1800 246 545
  • NT: Ombudsman for the Northern Territory, 1800 806 380
  • QLD: Energy and Water Ombudsman Qld, 1800 662 837
  • SA: Energy and Water Ombudsman SA, 1800 665 565
  • TAS: Energy Ombudsman Tasmania, 1800 001 170
  • VIC: Energy and Water Ombudsman Victoria, 1800 500 509
  • WA: Energy Ombudsman WA, 1800 754 004

For example, the Energy Ombudsman may be able to help if your complaint is about:

  • the provision and supply of electricity
  • failure to provide or supply electricity services
  • quality of electricity supply
  • billing
  • credit and payment services
  • electricity disconnections
  • connection or transfer issues
  • actions of a supplier which affect your property
  • metering not working.

If the company has gone out of business

You may still be able to contact their administrators via the Australian Securities and Investments Commission (ASIC) website, by phoning 1300 300 630 or contacting your local Office of Fair Trading.

If you have exhausted your options

Should you be unable to resolve your dispute to your satisfaction with assistance from either the NETCC or the Office of Fair Trading, you may be able to take your complaint to the appropriate Small Claims Tribunal or Court in your state or territory.

You should seek independent legal advice about whether this option is available and suits your circumstances.

  • ACT: Small Claims Court, (02) 6217 4272
  • NSW: Consumer, Trader and Tenancy Tribunal, 1300 135 399
  • NT: Local Court - Small Claims Division (limit is $10,000 and claims must be lodged within 2 years of the event), (08) 8999 6298
  • QLD: Small Claims Tribunal (the limit on a small claim is $7500), (07) 3225 2000
  • SA: Magistrates Court - Small Claims (deals with disputes of up to $5000), (08) 8204 2444
  • TAS: Magistrates Court - Minor Civil Claims Division (any dispute claiming $5000 or less), (03) 6233 3623
  • VIC: Victorian Civil and Administrative Tribunal (no limit to the amount you can claim), (03) 9628 9830
  • WA: Magistrates Court, (08) 9425 2222