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The New Energy Tech Consumer Code (NETCC) standards have been designed by peak industry and consumer bodies to protect consumers' interests and increase consumer confidence when purchasing new energy tech.
Advertising & Promotion
We will be honest, accurate, clear and fair.
Direct marketing & sales
We will identify ourselves, provide unbiased information and use no pressure-selling. We will take extra care throughout if we become aware that you may be vulnerable.
Fit for purpose
Our aim is to ensure that our offers are fit for purpose. Where we are to configure or install on your site, we will ask about your needs and ensure that our offer is fit for that purpose.
Quoting
Our quotes will provide comprehensive details of our offer, including expected performance and any limitations, an itemized list of inclusions, installation times, a breakdown of costs, any relevant warnings and your rights and obligations.
Contracts
If you agree to go ahead with an offer involving a contract, our written contract will address all aspects of the quote, including any variance from the original quote, applicable warranties and any issues that you should particularly note.
Payments
We will provide clear and complete information about your payment options.
Delivery, installation and activation
We will deliver and install in the timeframe promised and in accordance with all safety regulations, manufacturers’ specifications and Australian Standards.
User information
We will provide you with information for safe, effective and optimum use of your service or purchase including any of your obligations.
Customer service
We will have fair terms and maintain high standards of communication and support. We will ensure that we respond courteously and act promptly to any contact or reasonable requests from you.
Activation
We will assist you with any necessary activation steps to begin delivering your benefits, including with any necessary approvals and connection to an energy network.
Warranty
We will honour all guarantees and warranties you may be entitled to and we will promptly fix service issues, and make repairs or replacements.
Complaints
We will respond promptly and fairly if you have a complaint with our service or your purchase. We will keep you informed as to progress and if you are not satisfied with our response, refer you to independent complaints bodies
Compliance
We will comply with this Code and with all relevant laws, regulations and standards including Privacy laws.
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