New South Wales Consolidated Regulations

ELECTRICITY SUPPLY (GENERAL) REGULATION 2001 - REG 13

13 Information given to persons who elect standard form contracts

(1) As soon as practicable after an election is made by any person who is or may be a small retail customer for the provision of connection services or supply of electricity under a standard form customer contract, a licence holder must furnish the customer with a document:

(a) that sets out any relevant guaranteed customer service standards, and

(b) that indicates that those standards form part of the relevant customer contract, and

(c) that contains a statement of the customer’s rights in relation to disputes and resolution of disputes with the licence holder, including particulars of any applicable approved electricity industry ombudsman scheme and the procedures for referring complaints and disputes to the electricity industry ombudsman under that scheme, and

(d) that sets out particulars of any rebate or relief available under any Government funded rebate or relief scheme under which a customer may obtain a rebate or relief from charges, and

(e) that indicates how copies of the licence holder’s customer contracts may be obtained.

(1A) The document is to contain, in community languages (including Arabic, Cantonese, Vietnamese, Italian, Greek and Spanish, and any other language approved by the supplier after consultation with any relevant customer consultative group), information about the availability of interpreter services for the languages concerned and telephone numbers for the services.

(2) It is a condition of a licence holder’s licence that the licence holder comply with this clause.