Radian Energy Policies
Please find all RADIAN ENERGY policies below. We have included everything from the Customer Charter and Hardship to Help & Support. Also included is something we take very seriously... your Privacy charter. For those of you looking to enjoy some nighttime reading, there is a PDF version of all the policies for you to download!
standard fees and charges - nsw
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.
standard fees and charges - act
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.
standard fees and charges - qld
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.
Complaint Policy
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
- Name
- Customer Number
- 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.
Si vous ne parlez pas anglais et avez besoin d’aide avec ce document, appelez le Service de traduction et d’interprétation (TIS) au 13 14 50 pour l’assistance d’un interprète.
यदि आप अंग्रेजी नहीं बोलते हैं और इस दस्तावेज़ की सहायता की आवश्यकता है, तो दुभाषिया द्वारा सहायता के लिए 13 14 50 पर अनुवाद औरव्याख्या सेवा (Translating and Interpreting Service - TIS) 13 14 50 को कॉल करें।
Jika Anda tidak berbicara bahasa Inggris dan memerlukan bantuan dengan dokumen ini, hubungi Layanan Penerjemahan dan Penerjemahan (TIS) pada 13 14 50 untuk bantuan oleh seorang juru bahasa.
Se non parli inglese e hai bisogno di aiuto con questo documento, chiama il Servizio di traduzione e interpretariato (TIS) al numero 13 14 50 per l’assistenza di un interprete.
英語を話せず、このドキュメントに関するサポートが必要な場合は、13 14 50にある翻訳および通訳サービス (TIS)に電話して、通訳の支援を受けてください。
영어를 구사하지 못하고이 문서와 관련하여 도움이 필요한 경우 통역사의 도움을 받으려면 번역 및 통역 서비스 (TIS) 13 14 50로 전화하십시오.
Se você não fala inglês e precisa de ajuda com este documento, ligue para o Serviço de tradução e interpretação (Translating and Interpreting Service - TIS) da 13 14 50 para obter assistência de um intérprete.
如果你不同意這個文檔講英語和需要幫助的,通過解釋致電翻譯和口譯服務(TIS)13 14 50尋求幫助。
Nếu bạn không nói tiếng Anh và cần trợ giúp với tài liệu này, hãy gọi Dịch vụ Phiên dịch và Phiên dịch (TIS) theo số 13 14 50 để được thông dịch viên hỗ trợ.
如果您不會說英語,並且需要本文檔的幫助,請致電13 14 50致電翻譯服務處以尋求口譯員的幫助。
Customer Charter
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.
You are welcome to visit our website for details about us at https://radian.com.au/about.
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.
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.
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.
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.
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.
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 –
- the customer’s reading of the relevant meter
- historical metering data for the customer reasonably available to us
- 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.
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.
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.
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.
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
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
hardship policy
- Introduction
- Payment Options
- Other supports to help you pay your energy bill
- Our programs and services
- We want to check you have the right energy plan
- We can help you save energy
- We will work with you
- Graduation from Hardship Assistance
- Our commitment
- Family violence protocol
- Complaints
- Privacy
- Review & Training
- Contact Us
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.
Si vous ne parlez pas anglais et avez besoin d’aide avec ce document, appelez le Service de traduction et d’interprétation (TIS) au 13 14 50 pour l’assistance d’un interprète.
यदि आप अंग्रेजी नहीं बोलते हैं और इस दस्तावेज़ की सहायता की आवश्यकता है, तो दुभाषिया द्वारा सहायता के लिए 13 14 50 पर अनुवाद औरव्याख्या सेवा (Translating and Interpreting Service - TIS) 13 14 50 को कॉल करें।
Jika Anda tidak berbicara bahasa Inggris dan memerlukan bantuan dengan dokumen ini, hubungi Layanan Penerjemahan dan Penerjemahan (TIS) pada 13 14 50 untuk bantuan oleh seorang juru bahasa.
Se non parli inglese e hai bisogno di aiuto con questo documento, chiama il Servizio di traduzione e interpretariato (TIS) al numero 13 14 50 per l’assistenza di un interprete.
英語を話せず、このドキュメントに関するサポートが必要な場合は、13 14 50にある翻訳および通訳サービス (TIS)に電話して、通訳の支援を受けてください。
영어를 구사하지 못하고이 문서와 관련하여 도움이 필요한 경우 통역사의 도움을 받으려면 번역 및 통역 서비스 (TIS) 13 14 50로 전화하십시오.
Se você não fala inglês e precisa de ajuda com este documento, ligue para o Serviço de tradução e interpretação (Translating and Interpreting Service - TIS) da 13 14 50 para obter assistência de um intérprete.
如果你不同意這個文檔講英語和需要幫助的,通過解釋致電翻譯和口譯服務(TIS)13 14 50尋求幫助。
Nếu bạn không nói tiếng Anh và cần trợ giúp với tài liệu này, hãy gọi Dịch vụ Phiên dịch và Phiên dịch (TIS) theo số 13 14 50 để được thông dịch viên hỗ trợ.
如果您不會說英語,並且需要本文檔的幫助,請致電13 14 50致電翻譯服務處以尋求口譯員的幫助。
We send our customers a copy off our Hardship Policy in our welcome packs. We can also send you a free copy of our Hardship Policy in accordance with your preferred method of receiving written communication. Other ways we provide access to this policy include:
- a reference to this Hardship Policy in online customer bills
- inclusion of this policy in paper bills
- assisting customers to access interpreter services
- helping our customers to access services for the hearing and speech impaired, and
- helping our customers to access services for the hearing and speech impaired, and
You can call our Customer Relations Team on 1300 805 925 or our Hardship Team directly on 1300 805 926 to obtain a copy of this Hardship Policy. You can also email our Hardship Team directly (hardship@radian.com).
This policy applies to all residential customers living in QLD, NSW, TAS, SA and ACT who find it hard to pay their energy bills due to hardship.
You might experience hardship because of factors like:
- death in the family
- household illness
- family violence
- unemployment
- reduced income
Falling on times of financial difficulty can happen to anyone. We understand that sometimes our customers need extra flexibility to pay their energy bills, and we care about assisting them to find ways to manage their energy account.
Whether it’s providing minimum forms of assistance to all residential customers to help them avoid getting into debt, or for residential customers who have an outstanding balance, Radian Energy can provide options that suits each customer’s needs.
This policy explains:
- what we will do to help you manage your energy bills
- how we consider your circumstances and needs
- your rights as a customer in our Hardship Program
Radian Energy has systems in place to enable us to meet our obligations with respect to customer hardship in:
- the Retail Law, and
- the Retail Rules, and
- the AER Customer Hardship Policy Guideline, and
- This hardship policy
You can ask a support person to contact us, such as:
- a financial counsellor
- someone who helps you manage your energy bills.
We need your permission to talk to your support person. Where you have elected a representative to act on your behalf, Radian Energy will engage with the representative according to the level of authorisation you’ve consented to. To authorise a support person, contact our Customer Relations Team on 1300 805 925.
Our plan is to work with you to set up an arrangement that fits your circumstance and assists you to:
- Pay your on-going energy use in manageable instalments
- Understand how to become more energy efficient
- Reduce and pay off your energy debt
While you are on the Hardship Program, we’ll also:
- Make sure your energy supply remains connected
- Assist you in applying for any relevant government and non-government assistance or grants
- Offer you the most suitable energy plan for their needs
- Provide support aimed at minimising energy costs
Although we want our customers to feel comfortable approaching us, we understand that starting a conversation about money troubles can be tough. For this reason, we may also look out for early warning signs or triggers that our customers may need support.
The following steps will be followed to identify a customer that may be experiencing hardship
- Hardship Team reviews reports weekly (including late or unpaid bills, regular payment extensions, government assistance received)
- Hardship Team will determine if these indicators constitute a customer going through hardship (for example customer is two bills behind)
- Customers determined to be going through hardship will be provided information to help them.
If a customer is flagged as a potential hardship customer, we will provide them with information on the following assistance options:
- Our Regular Payment Plans which enable our customers to pay energy costs and debt over an agreed length of time
- Advice about the likely cost of future energy use and how costs may be lowered, based on our customer’s pattern of energy use
- Information on any assistance from government or non-government organisations, including energy concessions and grants our customers may be eligible for
- Information on how our customers are progressing towards lowering their energy costs
- Information to ensure our customers are on the right plans to minimise their energy costs
- For those customers that are unable to meet their ongoing energy costs, we will provide additional support and assistance to become more energy efficient
- Options for payment of ongoing energy use being made separately to any outstanding balance
We will tell you about our Hardship Program if:
- you tell us you are having trouble paying your bill
- you are referred to our program by a financial counsellor or other community worker
- we are concerned that you may be experiencing financial hardship
Meaningful and timely communication sits at the heart of the Hardship Assistance Program. If you are facing or expecting hardship or payment difficulties, we encourage you to contact us personally, or through a support person.
We’re eager to give you information about the Hardship Assistance Program and provide assistance to get you back on track as soon as possible. We understand that this is a sensitive matter, we will make contact with you within 5 business days using your preferred contact method.
We will recommend you speak to a staff member to help you join our Hardship Program if you have:
- a history of late payments
- broken payment plans
- requested payment extensions
- received a disconnection warning notice
- been disconnected for non-payment
We can also support you to join our Hardship Program if you tell us:
- you are eligible for a relief grant or other emergency assistance
- you have personal circumstances where hardship support may help. For example, death in the family or job loss.
You may have trouble paying your bills for different reasons. Please contact us so we can discuss your individual situation.
Our staff are specially trained to help you with hardship. Staff will:
- ask you a few questions about your circumstances
- work out if you can join the Hardship Program
We will assess your application for hardship assistance by three business days.
We will let you know if you are accepted into our Hardship Program within five business days from receipt of the application.
If you are accepted into our Hardship Program, we will:
- tell you if you are on the right energy plan or if there is a better plan for you
- tell you about government concessions, relief schemes or energy rebates you may be able to receive
- give you ideas about how to reduce your energy use
- talk to you about a payment amount that suits your circumstances
If you have any questions about our Hardship Assistance Program, call us on 1300 805 926 (Monday to Friday,
9.00am to 5.00pm AEST) and we’ll be happy to help.
To access our Financial Hardship Policy, visit https://radian.com.au/policies
2.1. What we will do
There are different payment options available to hardship customers, including:
- Payment plans
- Centrepay
Regular Payment Plans
Our Regular Payment Plans are designed to assist our customers manage their payments in regular instalments. These instalments can be made weekly, fortnightly or monthly. We will work with you to arrange a payment plan that suits your needs.
When you are in our hardship program, we will offer you flexible payment options to suit your individual situation. We will see if another energy plan may be better for you. If you agree, we can transfer you to a better energy plan for free. Depending on the rules in our hardship policy, we may be able to remove some debt, fees or charges you owe.
Working with you we will consider:
- how much you can pay
- how much you owe
- how much energy we expect you will use in the next 12 months
This will help us figure out a payment plan that is right for you.
We will offer a payment plan to suit your situation. This will include payments to cover:
- what you owe
- an amount to cover your energy use
Once we agree to a payment plan, we will send you information including:
- who you can contact for more help how long the payment plan will go for
- the amount you will pay each time
- how many payments you need to make
- when you need to make your payments (this is also called the frequency of the payments)
- how we worked out your payments
You can choose to use Centrepay, if you are eligible.
Centrepay is a free service you can use to help pay your bills. Centrepay can automatically take an amount of money from your Centrelink payments to go toward energy bills and expenses.
Alternatively, if you aren’t eligible for CentrePay, we will be happy to give you more information on our other payment options.
Monitoring and reviewing our customer’s energy plan and Regular Payment Plan
If at any point, our customers fail to make a payment by the date payable and they’re having difficulty keeping up with their payments, we ask that our customers contact us so we can discuss their options.
The Hardship Assistance team will check to see whether a customer’s energy plan is the best fit for their needs and will let them know if there might be a more suitable energy plan.
We also recognise that not all customers will contact us if they experience further financial difficulties, so we’ll periodically review Regular Payment Plans to ensure customers are on track with their payments and if anything changes, we will make contact.
If you miss a payment, we will contact you to see if you need help. We will contact you by your preferred method of contact on at least two occasions in order to allow you to respond. These contacts will be
- two business days after the payment due date
- Seven business days after first contact attempt
2.2. What you must do
Tell us if your situation changes and you can no longer make the payments in your plan. We can then review your payment arrangements.
Tell us if your contact details change.
Where customers are facing changes in their circumstances or are unable to propose a suitable payment arrangement, we will work together to determine how best to adjust the arrangement so that it’s achievable. This might include accepting payments of different amounts at different time periods, extending the repayment period, or increasing the time a customer has to reduce their energy usage if appropriate.
Any decision to stop hardship assistance is a difficult one, and one that we don’t take lightly.
We may stop helping you if you:
- stop making payments under your plan
- do not tell us when your contact details change.
If you have had two payment plans cancelled in the last 12 months because you did not follow your plan:
- we do not have to offer you another plan
- we might disconnect your energy
Depending on the state or territory you live in, there are other supports to help you pay your energy bills.
3.1. What we will do
We will tell you about other ways you can get help to pay your energy bill, such as:
- government relief schemes
- energy rebates
- concession programs
- financial counselling services
3.2. What we need you to do
If you find out you are eligible for these programs, let us know as soon as possible so we can help you.
4.1 Determining Eligibility for the Hardship Assistance Program
When you enter the Hardship Assistance program you can expect to go through the following steps, which are designed to help you navigate the program and get back on track with your energy costs.
Step 1: Assesment
Step 2: Payment Plans
Step 3: Monitoring and energy efficiency advice
- Step 1: Assessment – first we will assess whether you are eligible for assistance under the Hardship Program. In this step we will ask you questions regarding what you can afford to pay and whether you are entitled to any concessions that may help reduce the costs immediately. This information helps us to determine what assistance may be best suited in your circumstances.
- Step 2: Payment plans – in this step we will work with you to develop an affordable payment plan. Our payment plans come in two categories, short and long term payment plans. This process is the same regardless of the category of payment plan.
- Step 3: Monitoring and energy efficiency advice – we will monitor payments and usage to gauge whether they are likely to get you back on track with your energy payments. We will contact you if we feel that we need to reassess or if there are other forms of assistance available that will help.
For those customers who can pay for their ongoing energy usage, but perhaps need assistance paying off their debt, we can work together to design a payment arrangement.
We can give our customers information about their pattern of energy use, what this is likely to cost in the future, and how this cost may be lowered. We will provide advice on government or non-government assistance that may be available and will suggest suitable repayment options based on our customer’s situation for them to consider.
4.2 What we will do
We will consider your individual situation to find the right programs (e.g. concession programs) or services that meet your needs.
Our Hardship Team will provide our customers with timely information and advice about any assistance they may be eligible for and support them through the application process including any paperwork.
If deemed ineligible, Radian will ensure that a reason is provided to a customer for this.
4.3 Following are the grant and rebates programs you can access:
QLD Customers
- Electricity Concession
- Reticulated Natural Gas
- Electricity Life Support Concession Scheme
- Medical Cooling and Heating Electricity Concession
- Home Energy Assistance Scheme (HEAS)
For more information visit - https://www.qld.gov.au/community/cost-of-living-support/concessions/energy-concessions
NSW Customers
- NSW Low Income Household Rebate
- Life Support Rebates
- Medical Energy Rebate
- Energy Accounts Payment Assistance (EAPA)
For more information visit - https://www.resourcesandenergy.nsw.gov.au/energyconsumers/financial-assistance/rebates
TAS Customers
- Annual Electricity Concession
- Heating allowance
- Life support concession
- Medical cooling and heating concession
For more information visit - https://www.concessions.tas.gov.au/concessions/electricity_and_heating
SA Customers
- Cost of living concession
- Medical heating and cooling concession
For more information visit - https://www.sa.gov.au/topics/care-and-support/financial-support/concessions
You can contact the following financial counselling services for further assistance.
New South Wales
- Money Smart – 1800 007 007
- Catholic Care Sydney – 13 18 19
- Wesley Financial Counselling – 1300 827 638
Queensland
- Central Queensland Financial Counselling Service - +61 7 49 281 844
- Uniting Care Community – +61 7 3253 4000
- St Vincent de Paul – +61 7 3010 1096
Tasmania
- Anglicare TAS – 1800 243 232
- Rural Financial Counselling Service Tasmania - +61 3 6334 2768
South Australia
- The South Australian Financial Counsellors Association - 1800 007 007
- Medisec Financial Advisor - +61 8 8377 7795
4.1 Financial counselling services
Financial counsellors can support customers to better manage their finances and can represent the customer in discussions with Radian Energy. We can refer customers to accredited financial counselling agencies who offer their services at no cost to the customer.
Financial counsellors can contact the Hardship Team directly on behalf on their clients on 1300 805 926 (Monday to Friday, 9.00am to 5.00pm AEST).
5.1 What we will do
When you join our Hardship Program, we will talk to you about your energy use and whether you are on the right plan.
As a hardship customer, you can access a range of programs and services to help you:
- Financial relief grants;
- Access to independent free financial counselling;
- Access to an energy usage auditor; and
- Energy Efficiency advice.
If we think there is a better energy plan for you, we will:
- explain why the plan is better
- ask if you’d like to transfer to the new plan for free.
We will only talk to you about energy plans we can offer.
Using less energy can save you money
6.1. What we will do
When you join our Hardship Program, we can give you tips to use less energy. This can be different depending on the state or territory you live in.
We will also provide practical assistance to customers on how they can become more energy efficient and to understand how they are tracking towards lowering those costs.
6.2. Energy efficiency information
A key step in taking control of an energy account is by understanding energy use, energy costs and how to use energy more efficiently. To help, we monitor the energy usage patterns of our Hardship Assistance Program customers to ensure they are on the energy plan most likely to minimise their energy costs and provide assistance and information to help reduce those costs. Hardship Assistance Program customers can receive advice on how their energy usage and home appliances impact their energy bills. In some cases, this will be done through phone consultation or in-home energy efficiency visits, completed by our community partners at no cost to the customer.
6.3. Putting debt on hold
It can take time to put into action ways to reduce our customer’s energy usage. To manage this, Hardship Assistance Program customers who cannot pay for their ongoing energy usage can have the repayment of their debt put on hold for an initial period of six months. This gives us time to work with our customers to lower their energy costs and let them implement the recommended measures while also making payments towards their on-going energy usage. While unpaid usage amounts are added to our customer’s outstanding balance, we’ll be working with our customers to try and help reduce their usage costs.
If you have joined our Hardship Program, we will not:
- charge late payment fees
- require a security deposit
- make changes to your plan without your agreement. For example, we will not put you on a shortened collection cycle unless you agree first.
We want customers on our Hardship Assistance Program to feel supported. That’s why they aren’t charged paper bill fees, merchant fees or asked for security deposits.
Also, customers on the Hardship Assistance Program will not lose any pay-on-time discounts if they miss the due date of their bill or Regular Payment Plan instalments.
The ultimate goal of our Hardship Assistance Program is to set our customers up so that they can independently and effectively manage their energy costs and get things back on track.
To assist a Hardship customer to graduate from the Hardship Assistance Program we will
- providing regular updates on progress towards reducing arrears, and
- engaging in regular dialogue with the customer to ensure the payment plan remains appropriate.
Once a customer is no longer in a position of hardship or financial difficulty, they will graduate from the program and return to our standard billing and collection terms.
Radian Energy is committed to make it easier for our customers to stay on track and in control of their energy bills.
We will
- Treat our customers with respect and empathy
- Provide our customers with timely assistance and information
- Provide information to our customers on how to increase energy efficiency to manage energy usage and costs
- Facilitate ongoing training of our staff
- Maintain strong relationships with community stakeholders
- Handle each situation with respect and empathy
- Act fairly and reasonably having regard to our customers’ circumstances
- Offer our customers the most suitable energy plan
- Ensure our customers don't lose any pay-on-time discounts for late payments
- Work with our customers to develop a sustainable payment plan
- Review payment plans to make sure our customers are on track
- Make sure our customers have information on relevant concessions, government and non-government assistance/grants
- Let our customers know where they can get free independent financial counselling in their area
- Provide our customers with tips on energy efficiency and ways to reduce energy costs
- Ensure energy supply remains connected while we continue to work together
- Work with our customers to create a suitable payment plan
- Inform our customers of the agreed payment dates to ensure they pay on time and in full
In addition to our commitment above when dealing with a customer who is experiencing payment difficulties Radian Energy will
- Consider all circumstances of the customer of which we are aware and, having regard to those circumstances, act fairly and reasonably, and
- In a timely manner when it is relevant to do so, including being contacted by a customer, give a customer clear information about the assistance available to the customer under this hardship policy, and
- As soon as practicable, provide a customer who is entitled to receive assistance under this hardship policy with that assistance.
Whenever Radian Energy staff suspect that a customer may be affected by family violence, they will refer them to the Hardship Team to offer the support outlined in this document if needed. We understand that these circumstances are sensitive and complex, which is why our Hardship Team undertakes ongoing training in this area and handles information in accordance with the relevant privacy requirements.
We want to do everything we can to make this program work for our customers and we will do what we can to resolve their concerns.
If a customer has a complaint about the Hardship Assistance Program, we will work with them to resolve the complaint.
Customers can lodge a complaint using any of the following methods
Phone
Customer Relations Team
1300 805 925 (Monday to Friday 9:00am to 5:00pm AEST)
Radian Energy: Complaints
4/50 Queen Street
Melbourne Victoria
Web form
https://radian.com.au/contactsupport@radian.com.au
Upon receipt of your complaint we will follow these steps
- We will acknowledge your complaint (immediately if made in person or within two working days if via email, phone message or post)
- We will attempt to resolve your complaint at first contact if possible
- If a resolution is not possible on first contact, we will outline the timeframe for resolving the complaint
- If we have to investigate your complaint, we will do so within 10 working days and advise you of the outcome by your preferred method of contact.
- If there are delays, we will contact you and advise of the delay, the reason for the delay, and will outline a new timetable for resolution.
If you are unsatisfied with how we have handled your complaint then you have the right to contact the Energy Ombudsman Scheme in your state, they may be able to assist with your complaint. However, Radian Energy would prefer that you contact us first.
Energy & Water Ombudsman NSW- 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
Radian Energy is fully committed to respecting our customer’s privacy. We protect the personal information of our customers in accordance with the Privacy Act 1988 (Commonwealth) and the National Privacy Principles.
More information can be found in our Privacy Policy - visit https://radian.com.au/policies?tab=privacy or call us on 1300 805 925 (Monday to Friday, 9.00am to 5.00pm AEST).
Radian Energy regularly reviews and updates our customer hardship training. All staff (including the Hardship Team) receive access to refresher training when Radian Energy updates its hardship policy or hardship training materials.
You can contact us through any of the following methods;
Phone
Customer Relations Team
1300 805 925 (Monday to Friday 9:00am to 5:00pm AEST)
Hardship Team
1300 805 926 (Monday to Friday 9:00am to 5:00pm AEST)
Mail
Radian Energy
Address
Level 1, 16 McDougall St, Milton QLD 4064
Web form
https://radian.com.au/contact
Email
connect@radian.com
Privacy Policy
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?
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
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
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
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
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
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
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
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
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
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:
Phone
Customer Relations Team
1300 805 925 (Monday to Friday 9:00am to 5:00pm AEST)
Hardship Team
1300 805 926 (Monday to Friday 9:00am to 5:00pm AEST)
Mail
Radian Energy
Address
Level 1, 16 McDougall St, Milton QLD 4064
Web form
https://radian.com.au/contact
Email
connect@radian.com
TERMS & CONDITIONS - STANDARD RETAIL CONTRACT
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.
Note for Victorian customers:
For Victorian customers, until the National Energy Retail Law and the National Energy Retail Rules are
adopted in Victoria (referred to as ‘NECF implementation in Victoria’), the energy laws applicable in Victoria
are the Electricity Industry Act 2000, the Gas Industry Act 2001 and the Energy Retail Code made by the
Essential Services Commission.
For customers in Victoria, prior to NECF implementation in Victoria all references to the National Energy Retail
Law and Rules in this contract should be read as references to the Energy Retail Code unless stated otherwise.
You also have a separate contract with your distributor, called a customer connection contract. The customer connection contract deals with the supply of energy to your premises and can be found on your distributor’s website.
More information about this contract and other matters is on our website https://radian.com.au
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”).
- 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.
- 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:
- you are a residential customer; or
- you are a business customer who is a small customer; and
- you request us to sell energy to you at your premises; and
- 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?
-
This contract ends:
- 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
-
if you are no longer a small customer:
- 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
- if you have not told us of a change in the use of your energy—from the time of the change in use; or
- if we both agree to a date to end the contract—on the date that is agreed; or
- 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
- if a different customer starts to buy energy for the premises—on the date that customer’s contract starts; or
- 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.
- 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.
- 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
- 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.
- 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.
- 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?
- 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.
-
In return, you agree:
- 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
- to pay the amounts billed by us under this contract; and
- 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.
Note for Victorian customers:
There are no gas customer connection contracts in Victoria.
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
- 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.
- 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.
- 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.
- 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.
- 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
Note for Victorian customers:
Prior to NECF implementation in Victoria, the reference to the NERL in clause 7(c) is a reference to, in the case of electricity, s.120 of the National Electricity Law as set out in the Schedule to the National Electricity (South Australia) Act 1996 or, in the case of gas, to s.232 of the Gas Industry Act or s.33 of the Gas Safety Act 1997.
8.1 What are our tariffs and charges?
- 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.
-
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
- 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.
- 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:
- if you notify us there has been a change of use—from the date of notification; or
- 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
- 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.
-
If you meet the requirements for another tariff or type of tariff and request us to do so, we
must:
- transfer you to that other tariff within 10 business days; or
- 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:
- to you at the address nominated by you; or
- 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:
- 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
- the amount of fees and charges for any other services provided under this contract during the billing cycle; and
- 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
-
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.
-
If we estimate the amount of energy consumed at your premises to calculate a bill, we must:
- clearly state on the bill that it is based on an estimation; and
- when your meter is later read, adjust your bill for the difference between the estimate and the energy actually used.
- 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.
- 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].
- You must allow safe and unhindered access to your premises for the purposes of reading and maintaining the meters (where relevant).
- 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
-
If we have undercharged you, we may recover the undercharged amount from you. If we
recover an undercharged amount from you:
- we will not charge interest on the undercharged amount; and
- 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.
- 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
- 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.
- 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.
- 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.
- 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
- 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.
-
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.
-
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:
- the portion of the bill that you do not dispute; or
- 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
-
We may use your security deposit, and any interest earned on the security deposit, to offset
any amount you owe under this contract:
- if you fail to pay a bill and as a result we arrange for the disconnection of your premises; or
- 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.
- 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
-
We must return your security deposit and any accrued interest in the following
circumstances:
- 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
- subject to clause 14.3 of this contract, you stop purchasing energy at the relevant premises under this contract.
- 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:
- 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
- you do not provide a security deposit we are entitled to require from you; or
- you do not give access to your premises to read a meter (where relevant) for 3 consecutive meter reads; or
- there has been illegal or fraudulent use of energy at your premises in breach of clause 16 of this contract; or
- 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
-
Subject to paragraph (b), your premises may not be disconnected during the following times
(‘the protected period’):
-
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
- on a Friday or the day before a public holiday; or
- on a weekend or a public holiday; or
- on the days between 20 December and 31 December (both inclusive) in any year; or
-
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.
-
on a business day before 8.00am or after 3.00pm; or
-
Your premises may be disconnected within the protected period:
- for reasons of health and safety; or
- in an emergency; or
- as directed by a relevant authority; or
-
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.
- if you request us to arrange disconnection within the protected period; or
- 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
- where the premises are not occupied.
-
We must request your distributor to reconnect your premises if, within 10 business days of
your premises being disconnected:
- you ask us to arrange for reconnection of your premises; and
- you rectify the matter that led to the disconnection; and
- you pay any reconnection charge (if requested).
- 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:
- illegally use energy supplied to your premises; or
- interfere or allow interference with any energy equipment that is at your premises except as may be permitted by law; or
-
use the energy supplied to your premises or any energy equipment in a manner that:
- unreasonably interferes with the connection or supply of energy to another customer; or
- causes damage or interference to any third party; or
- allow energy purchased from us to be used otherwise than in accordance with this contract and the Rules; or
- tamper with, or permit tampering with, any meters or associated equipment.
- 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.
-
A notice or bill sent under this contract is taken to have been received by you or by us (as
relevant):
- 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
- on the date 2 business days after it is posted; or
- occur or has been delayed) if sent electronically and the use of electronic communication has been agreed between us.
- 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:
- of the outcome of your complaint and the reasons for our decision; and
- 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’):
- 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
- 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:
- we are taken to have complied with the obligation if another person does it on our behalf; and
- 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
-
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
- 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
Note for Victorian customers:
There are no gas customer connection contracts in Victoria.
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
Note for Victorian customers:
In Victoria, Electricity Industry Act means the Electricity Industry Act 2000.
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
Note for Victorian customers:
In Victoria Energy Retail Code means the Energy Retail Code Version 11 dated 13 October 2014 produced by the Essential Services Commission Victoria and as amended from time to time.
force majeure event means an event outside the control of a party
Note for Victorian customers:
In Victoria, Gas Industry Act means the Gas Industry Act 2001.
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;
Note for Victorian customers:
In Victoria, the Retailer of Last Resort scheme is under the Electricity Industry Act or the Gas Industry Act.
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:
- a residential customer; or
- a business customer who consumes energy at or below a level determined under the National Energy Retail Law;
Note for Victorian customers:
In Victoria, a small customer is a ‘domestic or small business customer’ as defined in the Electricity Industry Act or the Gas Industry Act.
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.