Fees may apply to the total amount (incl GST) for payments made by Visa or Mastercard. These are pass through charges from our provider.

Visa/Mastercard – 1.5%
Amex/Diners – 3.1%

Bank Account $0
Visa/Mastercard – 1.5%
Amex/Diners – 3.1%
Failed Payment - $18.00 incl GST

$16.00 (GST Exempt)
May apply if your bill is not paid by the due date.

$2.25 (incl GST)
May apply if you get your bills by post, with some exceptions.

If your home is disconnected (e.g. when you move out of your property) a disconnection fee may apply. These fees are charged by the distributor and/or meter provider and do change from time to time.

If your home is reconnected (e.g. when you move into your property) a reconnection fee may apply. These fees are charged by the distributor and/or meter provider and do change from time to time.
Ausgrid - $12.24 incl GST
Endeavour Energy - $41.58 incl GST
Essential Energy - $53.25 incl GST

$0.00
For metering-related charges that a metering service provider may charge us.

$49.50 (incl GST)
May be charged if you initiate a request in relation to an electricity meter. The fee is to arrange metering-related goods or services for you with a Meter Service Provider or Distributor.

$0.07 per day (incl GST)
A charge will apply if you have a Solar PV system installed at your premises. This fee is passed through from your distributor and may vary.

If you ever need us to provide you with copies or information about your previous Origin bills, we’ll be happy help you out but we may charge you for the cost of supplying copies of the bill.

If a government, regulator, network distributor or metering service provider varies or introduces a fee, charge or tax, we may pass through all or part of this varied or new fee, charge or tax to you. The charges for network-related or metering services may include our reasonable costs for arranging such services.

1 Late payment fee exclusion

For electricity contracts, the account holder receives the Low Income Household Rebate or the Medical Energy Rebate:

• if the bill that was not paid by the due date, or another bill under your account, is the subject of a matter being considered by the Energy ombudsman;
• if the bill is subject to an arrangement to pay by instalments under a payment plan;
• if any part of the bill is paid by a voucher issued under the Energy Accounts Payment Assistance Scheme; or
• if we’re aware that you have sought assistance to pay the bill from a participating community welfare organisation that issues vouchers under the Energy Accounts Payment Assistance Scheme.

Fees may apply to the total amount (incl GST) for payments made by Visa or Mastercard. These are pass through charges from our provider.

Visa/Mastercard – 1.5%
Amex/Diners – 3.1%

Bank Account $0
Visa/Mastercard – 1.5%
Amex/Diners – 3.1%
Failed Payment - $18.00 incl GST

$16.00 (GST Exempt)
May apply if your bill is not paid by the due date.

$2.25 (incl GST)
May apply if you get your bills by post, with some exceptions.

$37.30 (incl GST)
If your home is disconnected (e.g. when you move out of your property) a disconnection fee may apply. These fees are charged by the distributor and/or meter provider and do change from time to time.

$86.21 (incl GST)
If your home is reconnected (e.g. when you move into your property) a reconnection fee may apply. These fees are charged by the distributor and/or meter provider and do change from time to time.
Ausgrid - $12.24 incl GST
Endeavour Energy - $41.58 incl GST
Essential Energy - $53.25 incl GST

$0.00
For metering-related charges that a metering service provider may charge us.

$49.50 (incl GST)
May be charged if you initiate a request in relation to an electricity meter. The fee is to arrange metering-related goods or services for you with a Meter Service Provider or Distributor.

$0.07 per day (incl GST)
A charge will apply if you have a Solar PV system installed at your premises. This fee is passed through from your distributor and may vary.

If you ever need us to provide you with copies or information about your previous Origin bills, we’ll be happy help you out but we may charge you for the cost of supplying copies of the bill.

If a government, regulator, network distributor or metering service provider varies or introduces a fee, charge or tax, we may pass through all or part of this varied or new fee, charge or tax to you. The charges for network-related or metering services may include our reasonable costs for arranging such services.

1 Late payment fee exclusion

For electricity contracts, the account holder receives the Low Income Household Rebate or the Medical Energy Rebate:

• if the bill that was not paid by the due date, or another bill under your account, is the subject of a matter being considered by the Energy ombudsman;
• if the bill is subject to an arrangement to pay by instalments under a payment plan;
• if any part of the bill is paid by a voucher issued under the Energy Accounts Payment Assistance Scheme; or
• if we’re aware that you have sought assistance to pay the bill from a participating community welfare organisation that issues vouchers under the Energy Accounts Payment Assistance Scheme.

Fees may apply to the total amount (incl GST) for payments made by Visa or Mastercard. These are pass through charges from our provider.

Visa/Mastercard – 1.5%
Amex/Diners – 3.1%

Bank Account $0
Visa/Mastercard – 1.5%
Amex/Diners – 3.1%
Failed Payment - $18.00 incl GST

$16.00 (GST Exempt)
May apply if your bill is not paid by the due date.

$2.25 (incl GST)
May apply if you get your bills by post, with some exceptions.

$13.58
If your home is disconnected (e.g. when you move out of your property) a disconnection fee may apply. These fees are charged by the distributor and/or meter provider and do change from time to time.

$13.58
If your home is reconnected (e.g. when you move into your property) a reconnection fee may apply. These fees are charged by the distributor and/or meter provider and do change from time to time.

$0.00
For metering-related charges that a metering service provider may charge us.

$49.50 (incl GST)
May be charged if you initiate a request in relation to an electricity meter. The fee is to arrange metering-related goods or services for you with a Meter Service Provider or Distributor.

$0.07 per day (incl GST)
A charge will apply if you have a Solar PV system installed at your premises. This fee is passed through from your distributor and may vary.

If you ever need us to provide you with copies or information about your previous Origin bills, we’ll be happy help you out but we may charge you for the cost of supplying copies of the bill.

If a government, regulator, network distributor or metering service provider varies or introduces a fee, charge or tax, we may pass through all or part of this varied or new fee, charge or tax to you. The charges for network-related or metering services may include our reasonable costs for arranging such services.

1 Late payment fee exclusion

For electricity contracts, the account holder receives the Low Income Household Rebate or the Medical Energy Rebate:

• if the bill that was not paid by the due date, or another bill under your account, is the subject of a matter being considered by the Energy ombudsman;
• if the bill is subject to an arrangement to pay by instalments under a payment plan;
• if any part of the bill is paid by a voucher issued under the Energy Accounts Payment Assistance Scheme; or
• if we’re aware that you have sought assistance to pay the bill from a participating community welfare organisation that issues vouchers under the Energy Accounts Payment Assistance Scheme.

At RADIAN ENERGY we take pride in providing a reliable and hassle free service to our customers.

Unfortunately, sometimes things go wrong. We want our customers to be happy, so we;

• Take your complaint seriously
• Attempt to resolve your complaint at first contact
• Will escalate the matter, if you’re not happy with the resolution offered.

To ensure that your complaint is managed appropriately, we request that you:
Make contact with us as soon as possible. Give us a chance to fix the problem directly. We will investigate what went wrong and seek an immediate solution.

There are 2 options you can choose from to let us know about your complaint.
Don’t forget to include your:

1. Send us an e-mail with your details to connect@radian.com.au

1. Name
2. Customer Number
3. Address

2. Speak to one of our customer service staff on 1300 805 925

Our office is open from Monday to Friday from 9.00am – 5.00pm AEST.

If you cannot call us during these hours, call anyway and leave a voicemail. We will return your call ASAP when we return to work.

WE WILL MAKE OUR SENIOR STAFF AVAILABLE TO YOU
If we cannot resolve your complaint within 10 business days and you’re not happy with how things are progressing – please let us know and we will escalate the matter to a Team Leader. Our Team Leader will work with you to further understand and resolve your complaint. They will also let you know what the outcome of your complaint is within 2 days from initial contact.

If we still haven’t got it right and you’re not happy with how things have gone, please contact your states Energy & Water Ombudsman. This is a free, fair, unbiased and independent resolution service available for Electricity, Gas & Water customers.

Energy and Water Ombudsman New South Wales

• Freecall: 1800 246 545
• Freefax: 1800 812 291
• Interpreter: 131 450
• NRS: 133 677
• Email: complaints@ewon.com.au

Energy and Water Ombudsman Queensland

• www.ewoq.com.au
• PO box 3640, South Brisbane, Queensland, 4101
• Free call: 1800 662 837
• Email: complaints@ewoq.com.au

Energy and Water Ombudsman SA

• www.ewosa.com.au
• GPO Box 2947, Adelaide, SA 5001
• Free Call: 1800 665 565

Ombudsman Tasmania

• https://www.ombudsman.tas.gov.au/home/contact-us
• GPO Box 960 Hobart, TAS 7001
• Free Call: 1800 001 170
• Email: ombudsman@ombudsman.tas.gov.au

ACT Civil & Administrative Tribunal

• https://www.acat.act.gov.au/case-types/energy-and-water-cases
• GPO Box 370 Canberra, ACT 2601
• Phone: (02) 6207 1740
• Email: Tribunal@act.gov.au

For TTY assistance, please use one of the following 24 hour relay call numbers:

• TTY/voice calls: 13 36 77
• Speak & Listen: 1300 555 727
• SMS relay: 0423 677 767

If you do not speak English and need help with this document, call the Translating and Interpreting Service (TIS) on 13 14 50 for assistance by an interpreter.

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As part of our commitment to transparency and clarity on how we do business with our customers, we have outlined in this charter our commitments, our customer’s rights and responsibilities. As a consumer of electricity and natural gas in Australia, you have both rights and responsibilities. We, RADIAN ENERGY, will ensure that your rights are respected while you must fulfil your responsibilities. Our Customer Charter provides a summary of our responsibilities as your electricity retailer and your responsibilities as our customer. This Customer Charter also outlines what you, as a customer, need to know about your rights in respect of bills and charges, entitlements and obligations under your contract with RADIAN ENERGY and also our service commitment to you as a valued electricity customer. You should read this Charter in conjunction with the terms and conditions of your electricity supply contract with us. This Charter is for information purposes only and is not legally binding. You can download a copy of this Charter from our website. Upon request, we will mail you a copy of this Charter, at no charge.

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You are welcome to visit our website for details about us at https://radian.com.au/about.

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Your Contract with us may be a Market Retail Contract whereby you accept an offer from us or a Standard Retail Contract (also known in Victoria as a Standing Offer Contract).

Market Retail Contract

If you have entered into a Market Contract with us, you may have accepted an offer from us to enter into a Market Contract to supply electricity to your supply address; in which case the terms, conditions, charges and period of your agreement will be set out in the agreement, which will be outlined in a welcome pack that is provided to you.

Standard contract

We also offer a standard contract which is based on the regulatory requirement in each state requires us to offer, or sell electricity under, various standard agreements.

As per the Energy Retail Code applicable in your state, we are required to obtain your explicit informed consent before we can transfer you to us as our customer. We will make sure you understand that you are entering into a contract with us.

If you have not signed a contract with us, but take energy at a premise you moved into, where we supplied the previous resident, your account will default to the Standard Contract and Regulated Tariff prices in your State or Territory, and we will provide information in writing to ensure you are aware of your rights and details of our most competitive prices.

In Victoria, default retail customers can request to go onto our Standing Offer Contract at any time.

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If you agree to a Market Contract with us, your contract starts on the date you accept our offer (subject to you satisfying the required conditions). If you move into a premise to which we supply the electricity, you will be deemed to have a Standard Contract with us (unless you arrange otherwise).

Cooling Off Period

When you enter into a Market Contract with us, you have a 10 Business Day cooling-off period to cancel your contract, and this begins from the day you receive your welcome pack with the terms and conditions. The terms of your agreement will set out how you can exercise this right. You can cancel your agreement by giving us written notice, by email or verbally during the Cooling-off Period. If you terminate your agreement within the Cooling-off Period, no termination fees are payable. A Standard Contract does not include a Cooling-off Period.

Cancelling Your Contract

If you wish to cancel your market, you are requested to contact us at the earliest. You will be expected to provide us with advance notice as per the terms of your agreement. However, if you have entered into a fixed term market contract with us and you wish to cancel the same after the cooling period off has expired, but prior to the end of the contract, you will be liable for any termination costs detailed in your contract. You are free to cancel your Standard Contract (without penalty) at any time by notice to us.

expiration of your contract

If you have entered into a fixed-term Market Contract, we will get in touch with you before the expiration date to notify you that the contract is due to expire and inform you about the fees and terms and conditions that will apply after the expiration of the fixed term contract. Unless we inform you otherwise, we will transfer you to our Market Contract upon the expiration of the fixed term contract.

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Your Distributor is responsible for the physical supply of electricity to your supply address and is a separate entity from RADIAN ENERGY. They own and manage and are responsible for the poles and wires which deliver the electricity to you. Some services you request from us are actioned by the Distributor (e.g. reading meters, new connections and changing / programming meters for solar, etc.). The quality or the reliability of the energy delivered to you by the distributor is not in our control. The time the Distributor has to complete these requests is determined by market rules. Your Distributor is determined by where your property is located and their name and contact details will be included in your bill.

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Moving In

If you are moving into a new Supply Address, you are requested to call us at the earliest, so that we can arrange for an initial read of the meter and to and ensure supply of electricity to your new property. If your premises is not already connected to the distribution network, we may contact your electricity distributor to determine the availability of supply and to arrange for a new connection to your address. It would take some time to process a new connection, and we recommend that you get in touch with us at the earliest.

Moving Out

You must provide 3 business days’ notice if you are vacating your premise and you wish to terminate your contract. If you fail to give us this notice, you may remain responsible for all energy consumed at the premise, until another electricity retailer becomes responsible for the premises or we enter into a retail electricity agreement with a subsequent occupant. You will not be charged a termination fee if you are transferring your contract to new premises, providing you enter into a contract with us for that premise. The new contract may have different terms and conditions to your current contract.

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You distributor will need to have safe and convenient access to the meter in your property to:

• read and inspect the meter or install a new meter
• connect or disconnect the electricity supply
• inspect or test the electrical installation
• undertake repairs, maintenance, etc.

Please take action to ensure there are no obstructions (for example, a guard dog or locked gates) to our representatives.

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We will send you a bill for your electricity as per the frequency mentioned in your contact (at least once per quarter). You can choose to receive your bills by email by providing an email address to which we can send electronic invoices. If you have opted for paper invoices, these will be issued to your supply address unless you have specifically arranged an alternate billing address with us.

You are required to pay these charges and any other specific charges that apply to services we supply to you under your agreement with us within the specified time mentioned in the terms and conditions of the contract. You can choose one among the various payment options which are mentioned in the bill.

Your bill will include the following particulars:

• your name and account number
• supply address and mailing address
• the unique national meter identifier (NMI) assigned to your Supply Address
• the billing period, the bill issue date and the pay-by date for the bill
• total amount payable by the customer, including amounts of any arrears or credits
• tariffs and charges applicable to the customer
• the basis on which tariffs and charges are calculated...
• details of consumption or estimated consumption of energy
• If you have provided a security deposit, the amount of that deposit;
• any amount deducted, credited or received under a government-funded energy charge rebate, concession or relief scheme or under a payment plan
• details of the available payment methods
• contact details for account enquiries and complaints and another 24-hour contact telephone number for faults and emergencies

Tariff and Charges

All tariffs and charges payable by you are set out in the Contract along with the terms and conditions. If you are under a market contract with us, we may change tariff and charges by giving you notice as per the terms and conditions.

Meter Reading and Estimations

Your bill will be usually based on the actual reading of the meter at your premises, but in certain circumstances, it may be based on an estimation of your consumption of energy. We may base your bill on an estimation of your energy consumption when it is not possible to reasonably or reliably base the bill on an actual meter reading or metering data is not provided to us by the responsible person or metering coordinator.

The estimations will usually be based on –

1. the customer’s reading of the relevant meter
2. historical metering data for the customer reasonably available to us
3. the average usage of energy by a comparable customer over the corresponding period, if there is no historical metering data for the customer.

If the bill is based on an estimation, it will be clearly displayed on the bill, and relevant adjustments will be made to the bill at the subsequent reading or when we obtain a reliable meter reading otherwise.

Proportionate billing

If a customer’s bill covers a period other than the customer’s usual billing cycle or a period during which the customer’s tariff changes, we will charge in proportion to the relevant periods and clearly show relevant details on the bill.

Historical billing information

On request, we will provide you with billing history for the last two years at no charge. However, there will be a nominal charge involved if we have provided you with this information more than four times in the last 12 months or if the requested billing history is of more than two years.

Bill Review

You may request a review of your bill, and we will conduct the review in accordance with our standard complaints and dispute resolution procedures and inform you of the outcome within any time limits applicable under those procedures. However, during the review, you must pay that portion of the bill under review that you agree is not the subject of review or the average amount of your bills in the previous 12 months, whichever is lesser.

If you request for the meter reading or metering data be checked or the meter tested, we may require you to pay for the cost of the check or test if the check or test shows that the meter or metering data was not faulty or incorrect.

If the bill under review is verified to be correct, you must pay for the cost of any tests or checks and pay any amounts outstanding. Should the review disclose an error, we will adjust the bill and refund any advance payment.

Undercharging and Overcharging

If we have undercharged you, we may recover from the amount undercharged from you stating the amount as a separate item in the next bill or in a special bill or, together with an explanation of that amount. We can only recover up to 9 months of any undercharged amounts unless the amount was, as a result of the customer’s fault or unlawful act or omission. No interest will be charged on that amount, and you will be offered time to pay that amount by agreed instalments, over a period nominated by the customer being no longer than the time you were undercharged (if less than 12 months) or otherwise over a 12 month period.

If we have overcharged you by error, we will inform you as soon as we become aware of the overcharging and we will repay that amount as reasonably directed by you. No interest is payable on an amount overcharged.

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We understand that some customers may experience payment difficulties due to genuine financial hardship. If you’re having trouble paying your bill, we will do our best to help you. If you contact us, or we contact you believing that you are experiencing repeated difficulties in paying your bills, we may assess you for entry into our hardship program. You may also request an assessment for entry into our Hardship Program. If you enter the program, we will:

• Cease any collection action we are taking
• Work with you to set up an affordable payment schedule
• Evaluate your circumstances to see if you are eligible for any Government concessions or grants
• Provide you with information on how to reduce your energy use
• Review your current tariff and contract arrangements

Our hardship program is accessible to any Residential Customer experiencing financial hardship who meets the criteria under our hardship policy. Please contact us if you are experiencing financial hardship so we can assist you in managing your energy accounts and usage.

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If you are eligible for a concession or rebate (or wish to enquire whether you are eligible), please contact us, and we will give you information about the availability of concessions, rebates or one-off grants to assist you in payment of your bill.

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Subject to the terms of your contract, you may request us to disconnect your supply address at any time. We may also disconnect your supply but only within the rules set out by the applicable regulation. We can arrange for disconnection of your supply for your failure to pay your bill if we have given you all the prescribed reminder notices, including a disconnection warning which states that we may disconnect you and followed all applicable regulations.

You may be disconnected, or your supply interrupted, amongst other reasons:

• if, due to your acts or omissions, we or your Distributor have been unable to access your meter
• if you have tampered with the meter or you are otherwise using electricity in an unlawful manner
• for health and safety reasons
• for maintenance

We will arrange for the reconnection of your premises if, within ten business days of your premises being disconnected, if your request us provided, the matter that led to disconnection is paid and reconnection charges if any is paid.

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We understand the importance you place on privacy. We respect and protect the privacy of our customers in all our dealings. We will comply with all relevant privacy legislation while dealing with your personal information.

You can find a summary of our privacy policy on our website : https://radian.com.au

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We value our customers and want to make sure that we are providing you with the best possible service.

If a problem should arise, please contact us immediately, and we will do everything we can to make sure that it is resolved to your satisfaction. We have a detailed complaints handling process which includes guidelines to ensure that all complaints and enquiries are handled professionally and in a courteous and efficient manner.

Our customer service representatives are available to help you with any general questions or concerns that you may have and can be contacted on 1300 805 925

If you believe that we have been unable to resolve your complaint satisfactorily, you may want to contact the Energy Ombudsman:

Website: https://www.ewov.com.au
Telephone: 1800 5000 599
Email: ewovinfo@ewov.com.au

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This document sets out RADIAN ENERGY’s policy in regards to handling personal information that RADIAN collects about customers and potential customers.

RADIAN ENERGY is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your personal information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at https://www.aoic.gov.au.

WHAT IS PERSONAL INFORMATION AND WHY DO WE COLLECT IT?

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Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.

This Personal Information is obtained in many ways including

• Interviews
• Correspondence
• by telephone and facsimile
• by email
• via our website https://radianenergy.com.au
• from your website
• media and publications
• other publicly available sources
• cookies, and
• third parties.

We don’t guarantee website links or policy of authorised third parties.

We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.

By using our website, or by providing any personal information to RADIAN, you consent to the collection, use and disclosure of your personal information as set out in this Privacy Policy.

When we collect personal information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

TYPES OF PERSONAL INFORMATION WE COLLECT

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To supply services to you we RADIAN ENERGY will need to collect specific pieces of Personal Information about you. This information may include you

• name
• address
• telephone numbers
• date of birth
• email addresses
• bank account details
• credit card details
• credit history
• details of your use of any RADIAN ENERGY

WHY WE COLLECT YOUR PERSONAL INFORMATION

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As stated above RADIAN ENERGY collects Personal Information in order to provide you with as product, service, or to benefit you.

Some examples of how RADIAN uses your Personal Information includes but is not limited to

• name
• address
• telephone numbers
• date of birth
• email addresses
• bank account details
• credit card details
• credit history
• details of your use of any RADIAN ENERGY

SENSITIVE INFORMATION

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Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.

Sensitive information will be used by us only:

• For the primary purpose for which it was obtained
• For a secondary purpose that is directly related to the primary purpose
• With your consent; or where required or authorised by law.

It is unlikely that RADIAN ENERGY will collect Sensitive Information from you.

THIRD PARTIES

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Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

DISCLOSURE OF PERSONAL INFORMATION

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Your Personal Information may be disclosed in a number of circumstances including the following:

• Third parties where you consent to the use or disclosure; and
• Where required or authorised by law.

SECURITY OF PERSONAL INFORMATION

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Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

ACCESS TO YOUR PERSONAL INFORMATION

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You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.

RADIAN ENERGY will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information. In order to protect your Personal Information we may require identification from you before releasing the requested information.

MAINTAINING THE QUALITY OF YOUR PERSONAL INFORMATION

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It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

POLICY UPDATES

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This Policy may change from time to time and is available on our website.
Privacy Policy Complaints and Enquiries

If you have any queries or complaints about our Privacy Policy please contact us at:

This contract is about the sale of energy to you as a small customer at your premises. It is a standard retail contract that starts without you having to sign a document agreeing to these terms and conditions.

In addition to this contract, the energy laws and other consumer laws also contain rules about the sale of energy and we will comply with these rules in our dealings with you. For example, the National Energy Retail Law and the National Energy Retail Rules (‘the Rules) set out specific rights and obligations about energy marketing, payment methods and arrangements for customers experiencing payment difficulties.

This contract is between:

Radian Energy who sells energy to you at your premises (in this contract referred to as “we”, “our” or “us”); and You, the customer to whom this contract applies (in this contract referred to as “you” or “your”).

1. Terms used in this contract have the same meanings as they have in the National Energy Retail Law and the Rules. However for ease of reference, a simplified explanation of some terms is given at the end of this contract.
2. Where the simplified explanations given at the end of this contract differ from the definitions in the National Energy Retail Law and the Rules, the definitions in the National Energy Retail Law and the Rules prevail.

3.1 These are our terms and conditions
This contract sets out the terms and conditions for a standard retail contract for a small customer under the National Energy Retail Law and the Rules.

3.2 Application of these terms and conditions
These terms and conditions apply to you if:

1. you are a residential customer; or
2. you are a business customer who is a small customer; and
3. you request us to sell energy to you at your premises; and
4. you are not being sold energy for the premises under a market retail contract.

3.3 Electricity or gas
Standard retail contracts apply to electricity and gas, but some terms may be expressed to apply only to one or the other. If we are your retailer for both electricity and gas, you have a separate contract with us for each of them.

4.1 When does this contract start?
This contract starts on the date you satisfy any pre-conditions set out in the National Energy Retail Law and the Rules, including giving us acceptable identification and your contact details for billing purposes.

4.2 When does this contract end?

1. This contract ends:
   1. if you give us a notice stating you wish to end the contract—subject to paragraph(b), on a date advised by us of which we will give you at least 5 but no more than 20 business days notice; or
   2. if you are no longer a small customer:
      1. subject to paragraph (b), on a date specified by us, of which we will give you at least 5 but no more than 20 business days notice; or
      2. if you have not told us of a change in the use of your energy—from the time of the change in use; or
   3. if we both agree to a date to end the contract—on the date that is agreed; or
   4. if you start to buy energy for the premises from us or a different retailer under a customer retail contract—on the date the market retail contract starts; or
   5. if a different customer starts to buy energy for the premises—on the date that customer’s contract starts; or
   6. if the premises are disconnected and you have not met the requirements in the Rules for reconnection—10 business days from the date of disconnection.
2. If you do not give us safe and unhindered access to the premises to conduct a final meter reading (where relevant), this contract will not end under paragraph (a) (i) or (ii) until we have issued you a final bill and you have paid any outstanding amount for the sale of energy.
3. Rights and obligations accrued before the end of this contract continue despite the end of the contract, including any obligations to pay amounts to us.

4.3 Vacating your premises

1. If you are vacating your premises, you must provide your forwarding address to us for your final bill in addition to a notice under clause 4.2(a)(i) of this contract.
2. When we receive the notice, we must use our best endeavours to arrange for the reading of the meter on the date specified in your notice (or as soon as possible after that date if you do not provide access to your meter on that date) and send a final bill to you at the forwarding address stated in your notice.
3. You will continue to be responsible for charges for the premises until your contract ends in accordance with clause 4.2 of this contract.

5.1 What is covered by this contract?

1. Under this contract we agree to sell you energy at your premises. We also agree to meet other obligations set out in this contract and to comply with the energy laws.
2. In return, you agree:
   1. to be responsible for charges for energy supplied to the premises until this contract ends under clause 4.2 even if you vacate the premises earlier; and
   2. to pay the amounts billed by us under this contract; and
   3. to meet your obligations under this contract and the energy laws.

5.2 What is not covered by this contract?

This contract does not cover the physical connection of your premises to the distribution system, including metering equipment and the maintenance of that connection and the supply of energy to your premises. This is the role of your distributor under a separate contract called a customer connection contract.

6.1 Full information
You must give us any information we reasonably require for the purposes of this contract. The information must be correct, and you must not mislead or deceive us in relation to any information provided to us.

6.2 Updating information
You must tell us promptly if information you have provided to us changes, including if your billing address changes or if your use of energy changes (for example, if you start running a business at the premises.

6.3 Life support equipment

1. If a person living at your premises requires life support equipment, you must register the premises with us or your distributor. To register, you will need to give written confirmation from a registered medical practitioner of the requirement for life support equipment at the premises.
2. You must tell us or your distributor if the life support equipment is no longer required at the premises.

6.4 Obligations if you are not an owner
If you cannot meet an obligation relating to your premises under this contract because you are not the owner you will not be in breach of the obligation if you take all reasonable steps to ensure that the owner or other person responsible for the premises fulfils the obligation.

1. The quality and reliability of your electricity supply and the quality, pressure and continuity of your gas supply is subject to a variety of factors that are beyond our control as your retailer, including accidents, emergencies, weather conditions, vandalism, system demand, the technical limitations of the distribution system and the acts of other persons (such as your distributor), including at the direction of a relevant authority.
2. To the extent permitted by law, we give no condition, warranty or undertaking, and we make no representation to you, about the condition or suitability of energy, its quality, fitness for purpose or safety, other than those set out in this contract.
3. Unless we have acted in bad faith or negligently, the National Energy Retail Law excludes our liability for any loss or damage you suffer as a result of the total or partial failure to supply energy to your premises, which includes any loss or damage you suffer as a result of the defective supply of energy

8.1 What are our tariffs and charges?

1. Our tariffs and charges for the sale of energy to you under this contract are our standing offer prices. These are published on our website and include your distributor’s charges.
2. Different tariffs and charges may apply to you depending on your circumstances. The conditions for each tariff and charge are set out in our standing offer prices.
   Note: We do not impose any charges for the termination of this contract.

8.2 Changes to tariffs and charges

1. If we vary our standing offer prices, we will publish the variation in a newspaper and on our website at least 10 business days before it starts. We will also include details with your next bill if the variation affects you.
2. Our standing offer prices will not be varied more often than once every 6 months

8.3 Variation of tariff due to change of use If a change in your use of energy means you are no longer eligible for the particular tariff you are on, we may transfer you to a new tariff under our standing offer prices:

1. if you notify us there has been a change of use—from the date of notification; or
2. if you have not notified us of the change of use—retrospectively from the date the change of use occurred.

8.4 Variation of tariff or type of tariff on request

1. If you think you satisfy the conditions applying to another tariff or type of tariff under our standing offer prices, you can ask us to review your current circumstances to see whether that tariff or type of tariff can apply to you.
2. If you meet the requirements for another tariff or type of tariff and request us to do so, we must:
   1. transfer you to that other tariff within 10 business days; or
   2. transfer you to that other type of tariff from the date the meter is read or the type of meter is changed (if needed).

8.5 Changes to tariffs or type of tariff during a billing cycle
If a tariff applying to you changes during a billing cycle, we will calculate your next bill on a proportionate basis.

8.6 GST Amounts specified in the standing offer prices from time to time and other amounts payable under this contract are inclusive of GST.

9.1 General
We will send a bill to you as soon as possible after the end of each billing cycle. We will send the bill:

1. to you at the address nominated by you; or
2. to a person authorised in writing by you to act on your behalf at the address specified by you.

9.2 Calculating the bill Bills we send to you (‘your bills’) will be calculated on:

1. the amount of energy consumed at your premises during the billing cycle (using information obtained from reading your meter or otherwise in accordance with the Rules); and
2. the amount of fees and charges for any other services provided under this contract during the billing cycle; and
3. the charges payable for services provided by your distributor, including connection charges if you have asked for a new connection or connection alteration and have not made alternative arrangements with your distributor.

9.3 Estimating the energy usage

1. We may estimate the amount of energy consumed at your premises if your meter cannot be read, if your metering data is not obtained (for example, if access to the meter is not given or the meter breaks down or is faulty), or if you otherwise consent.

   Note for Victorian customers:

   In Victoria, a retailer must obtain a customer’s ‘explicit informed consent’ to base the customer’s bill on an estimation, unless the meter cannot be read or the metering data is not obtained.

2. If we estimate the amount of energy consumed at your premises to calculate a bill, we must:
   1. clearly state on the bill that it is based on an estimation; and
   2. when your meter is later read, adjust your bill for the difference between the estimate and the energy actually used.
3. If the later meter read shows that you have been undercharged, we will allow you to pay the undercharged amount in instalments, over the same period of time during which the meter was not read (if less than 12 months), or otherwise over 12 months.
4. If the meter has not been read due to your actions, and you request us to replace the estimated bill with a bill based on an actual reading of the meter, we will comply with your request but may charge you any cost we incur in doing so.

9.4 Your historical billing information
Upon request, we must give you information about your billing history for the previous 2 years free of charge. However, we may charge you if we have already given you this information in the previous 12 months, or if you require information going back more than 2 years.

9.5 Bill smoothing
We may, where you agree, arrange for you to pay your bills under a bill smoothing arrangement, which is based on a 12 monthly estimate of your energy consumption.

10.1 What you have to pay
You must pay to us the amount shown on each bill by the date for payment (the payby date) on the bill. The pay-by date will be no earlier than 13 business days from the date on which we issue your bill.

10.2 Issue of reminder notices
If you have not paid your bill by the pay-by date, we will send you a reminder notice that payment is required. The reminder notice will give you a further due date for payment which will be not less than 6 business days after we issue the notice.

10.3 Difficulties in paying
If you have difficulties paying your bill, you should contact us as soon as possible. We will provide you with information about your entitlements as a Victorian energy customer.

10.4 Late payment fees
If you have not paid a bill by the pay-by date, we may require you to pay a late payment fee, which is part of our standing offer prices published on our website. [Required alteration: deletion of this clause is a required alteration where late payment fees for small customers under a standard retail contract are not permitted by a State or Territory law].

1. You must allow safe and unhindered access to your premises for the purposes of reading and maintaining the meters (where relevant).
2. We will use our best endeavours to ensure that a meter reading is carried out as frequently as is needed to prepare your bills, consistently with the metering rules and in any event at least once every 12 months.

12.1 Undercharging

1. If we have undercharged you, we may recover the undercharged amount from you. If we recover an undercharged amount from you:
   1. we will not charge interest on the undercharged amount; and
   2. we will offer you time to pay the undercharged amount in instalments over the same period of time during which you were undercharged (if less than 12 months), or otherwise over 12 months.
2. The maximum amount we can recover from you is limited to the amount that has been undercharged in the 9 months immediately before we notify you, unless the undercharge is your fault, or results from your unlawful act or omission.

12.2 Overcharging

1. Where you have been overcharged by less than [required alteration: insert current overcharge threshold], and you have already paid the overcharged amount, we must credit that amount to your next bill.
2. Where you have been overcharged by [required alteration: insert current overcharge threshold] or more, we must inform you within 10 business days of our becoming aware of the overcharge and, if you have already paid that amount, we must credit that amount to your next bill. However, if you request otherwise, we will comply with that request.
3. If you have stopped buying energy from us, we will use our best endeavours to pay the overcharged amount to you within 10 business days.
4. If you have been overcharged as a result of your own fault or unlawful act or omission, we may limit the amount we credit or pay you to the amount you were overcharged in the last 12 months.

12.3 Reviewing your bill

1. If you disagree with the amount you have been charged, you can ask us to review your bill in accordance with our standard complaints and dispute resolution procedures.
2. If you ask us to, we must arrange for a check of the meter reading or metering data or for a test of the meter in reviewing the bill. You will be liable for the cost of the check or test and we may request payment in advance. However, if the meter or metering data proves to be faulty or incorrect, we must reimburse you for the amount paid.

   Note for Victorian customers:

   Customers in Victoria are not required to pay for a meter check or test in advance.

3. If your bill is being reviewed, you are still required to pay any other bills from us that are due for payment and the lesser of:
   1. the portion of the bill that you do not dispute; or
   2. an amount equal to the average of your bills in the last 12 months.

13.1 Security Deposit
We may require that you provide a security deposit. The circumstances in which we can require a security deposit and the maximum amount of the security deposit are governed by the Rules.

13.2 Interest on security deposits
Where you have paid a security deposit, we must pay you interest on the security deposit at a rate and on terms required by the Rules.

13.3 Use of a security deposit

1. We may use your security deposit, and any interest earned on the security deposit, to offset any amount you owe under this contract:
   1. if you fail to pay a bill and as a result we arrange for the disconnection of your premises; or
   2. in relation to a final bill (i.e. a bill we issue when you vacate the premises or when you stop purchasing energy from us at your premises or when you request that your premises be disconnected.
2. If we use your security deposit or any accrued interest to offset amounts owed to us, we will advise you within 10 business days.

13.4 Return of security deposit

1. We must return your security deposit and any accrued interest in the following circumstances:
   1. you complete 1 years’ payment (in the case of residential customers) or 2 years’ payment (in the case of business customers) by the pay-by dates on our initial bills; or
   2. subject to clause 14.3 of this contract, you stop purchasing energy at the relevant premises under this contract.
2. If you do not give us any reasonable instructions, we will credit the amount of the security deposit, together with any accrued interest, to your next bill.

14.1 When can we arrange for disconnection?
Subject to us satisfying the requirements in the Rules, we may arrange for the disconnection of your premises if:

1. you do not pay your bill by the pay-by-date or, if you are a residential customer receiving assistance under Part 3 of the Energy Retail Code, you fail to make a payment or otherwise do not adhere to the terms of that assistance; or
2. you do not provide a security deposit we are entitled to require from you; or
3. you do not give access to your premises to read a meter (where relevant) for 3 consecutive meter reads; or
4. there has been illegal or fraudulent use of energy at your premises in breach of clause 16 of this contract; or
5. we are otherwise entitled or required to do so under the Rules or by law.

14.2 Notice and warning of disconnection
Before disconnecting your premises, we must comply with relevant warning notice requirements and other provisions in the Rules. However, we are not required to provide a warning notice prior to dis connection in certain circumstances (for example, where there has been illegal or fraudulent use of energy at your premises or where there is an emergency or health and safety issue).

14.3 When we must not arrange disconnection

1. Subject to paragraph (b), your premises may not be disconnected during the following times (‘the protected period’):
   1. on a business day before 8.00am or after 3.00pm; or

      Note for Victorian customers:

      The protected period for a residential customer in Victoria is before 8:00am or after 2:00pm. The protected period for a business customer in Victoria is before 8:00am or after 3:00pm

   2. on a Friday or the day before a public holiday; or
   3. on a weekend or a public holiday; or
   4. on the days between 20 December and 31 December (both inclusive) in any year; or
   5. if you are being disconnected under clause 14.1(a), during an extreme weather event.

      Note for Victorian customers:

      Paragraph (v) does not apply in Victoria.

2. Your premises may be disconnected within the protected period:
   1. for reasons of health and safety; or
   2. in an emergency; or
   3. as directed by a relevant authority; or
   4. if you are in breach of clause 6.5 of your customer connection contract which deals with interference with energy equipment; or

      Note for Victorian customers:

      Victorian customers may be disconnected if it is permitted under their connection contract or under the applicable energy laws.

   5. if you request us to arrange disconnection within the protected period; or
   6. if your premises contain a commercial business that only operates within the protected period and where access to the premises is necessary to effect disconnection; or
   7. where the premises are not occupied.

1. We must request your distributor to reconnect your premises if, within 10 business days of your premises being disconnected:
   1. you ask us to arrange for reconnection of your premises; and
   2. you rectify the matter that led to the disconnection; and
   3. you pay any reconnection charge (if requested).
2. We may terminate this contract 10 business days following disconnection if you do not meet the requirements in paragraph (a).

16.1 Use of energy
You must not, and must take reasonable steps to ensure others do not:

1. illegally use energy supplied to your premises; or
2. interfere or allow interference with any energy equipment that is at your premises except as may be permitted by law; or
3. use the energy supplied to your premises or any energy equipment in a manner that:
   1. unreasonably interferes with the connection or supply of energy to another customer; or
   2. causes damage or interference to any third party; or
4. allow energy purchased from us to be used otherwise than in accordance with this contract and the Rules; or
5. tamper with, or permit tampering with, any meters or associated equipment.

1. Notices and bills under this contract must be sent in writing, unless this contract or the National Energy Retail Law and the Rules say otherwise.
2. A notice or bill sent under this contract is taken to have been received by you or by us (as relevant):
   1. on the date it is handed to the party, left at the party’s premises (in your case) or one of our offices (in our case) or successfully faxed to the party (which occurs when the sender receives a transmission report to that effect); or
   2. on the date 2 business days after it is posted; or
   3. occur or has been delayed) if sent electronically and the use of electronic communication has been agreed between us.
3. Our contact details for you to contact us or send us a notice are as set out in our bill to you, or as notified to you from time to time.

We will comply with all relevant privacy legislation in relation to your personal information. You can find a summary of our privacy policy on our website. If you have any questions, you can contact our privacy officer.

19.1 Complaints
We will comply with all relevant privacy legislation in relation to your personal information. You can find a summary of our privacy policy on our website. If you have any questions, you can contact our privacy officer.

19.2 Our obligations in handling complaints
If you make a complaint, we must respond to your complaint within the required timeframes set out in our standard complaints and dispute resolution procedures and inform you:

1. of the outcome of your complaint and the reasons for our decision; and
2. that if you are not satisfied with our response, you have a right to refer the complaint to the Energy and Water Ombudsman Victoria.

20.1 Effect of force majeure event
If either party to this contract cannot meet an obligation under this contract because of an event outside the control of that party (‘a force majeure event’):

1. the obligation, other than an obligation to pay money, is suspended to the extent it is affected by the force majeure event for as long as the force majeure event continues; and
2. the affected party must use its best endeavours to give the other party prompt notice of that fact including full particulars of the event, an estimate of its likely duration, the extent to which the affected party’s obligations are affected and the steps being taken to remove, overcome or minimise those effects.

20.2 Deemed prompt notice
If the effects of a force majeure event are widespread, we will be deemed to have given you prompt notice if we make the necessary information available by way of a 24 hour telephone service within 30 minutes of being advised of the event or otherwise as soon as practicable.

20.3 Obligation to overcome or minimise effect of force majeure event
A party that claims a force majeure event must use its best endeavours to remove, overcome or minimise the effects of that event as soon as practicable.

20.4 Settlement of industrial disputes
Nothing in this clause requires a party to settle an industrial dispute that constitutes a force majeure event in any manner other than the manner preferred by that party.

The laws of Victoria govern this contract.

If we are no longer entitled by law to sell energy to you due to a Retailer of Last Resort (RoLR) event occurring in relation to us, we are required under the National Energy Retail Law and the Rules to provide relevant information (including your name, billing address and metering identifier) to the entity appointed as the relevant designated retailer for the RoLR event and this contract will come to an end.

23.1 Our obligations Some obligations placed on us under this contract may be carried out by another person. If an obligation is placed on us to do something under this contract, then:

1. we are taken to have complied with the obligation if another person does it on our behalf; and
2. if the obligation is not complied with, we are still liable to you for the failure to comply with this contract.

23.2 Amending this contract

1. This contract may only be amended in accordance with the procedures set out in the National Energy Retail Law.

   Note for Victorian customers:

   For Victorian customers the procedures are set out in section 40A of the Electricity Industry Act and section 48 Gas Industry Act

2. We must publish any amendments to this contract on our website.

billing cycle means the regular recurrent period for which you receive a bill from us

business day means a day other than a Saturday, a Sunday or a public holiday

customer means a person who buys or wants to buy energy from a retailer

customer connection contract means a contract between you and your distributor for the provision of customer connection services

designated retailer means the financially responsible retailer for the premises (where you have an existing connection) or the local area retailer (where you do not have an existing connection) for your premises; disconnection means an action to prevent the flow of energy to the premises, but does not include an interruption;

distributor means the person who operates the system that connects your premises to the distribution network

emergency means an emergency due to the actual or imminent occurrence of an event that in any way endangers or threatens to endanger the safety or health of any person, or normal operation of the distribution system or transmission system, or that destroys or damages, or threatens to destroy or damage, any property

energy means electricity or gas

energy laws means national and State and Territory laws and rules relating to energy and the legal instruments made under those laws and rules

force majeure event means an event outside the control of a party

GST has the meaning given in the GST Act (A New Tax System (Goods and Services Tax) Act 1999 (Cth));

National Energy Retail Law means the Law of that name that is applied by each participating State and Territory;

relevant authority means any person or body who has the power under law to direct us, including the Australian Energy Market Operator and State or Federal Police;

residential customer means a person who purchases energy principally for personal, household or domestic use at their premises;

retailer means a person that is authorised to sell energy to customers;

RoLR event means an event that triggers the operation of the Retailer of Last Resort scheme under the National Energy Retail Law;

Rules means the National Energy Retail Rules made under the National Energy Retail Law:

security deposit means an amount of money paid to us as security against non-payment of a bill in accordance with the Rules;

small customer means:

1. a residential customer; or
2. a business customer who consumes energy at or below a level determined under the National Energy Retail Law;

standing offer prices means tariffs and charges that we charge you for or in connection with the sale and supply of energy. These are published on our website.