New South Wales Consolidated Regulations

GAS SUPPLY (NATURAL GAS RETAIL COMPETITION) 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 supply of gas under a standard form customer supply contract, a standard supplier must furnish the customer, free of charge, 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 supplier, including particulars of any applicable approved gas industry ombudsman scheme and the procedures for referring complaints and disputes to the gas industry ombudsman under that scheme, and

(d) that indicates how copies of the supplier’s customer supply contracts may be obtained, and

(e) that contains information on any available rebate or relief scheme under which a customer may obtain relief from charges, and

(2) The document is to contain, in community languages (including Arabic, Cantonese, Vietnamese, Italian, Greek, Spanish and any other language approved by the relevant customer council) information about the availability of interpreter services for the languages concerned and telephone numbers for the services.

(3) It is a condition of a standard supplier’s authorisation that the supplier comply with this clause.