Your rights
As an ASENO electricity customer, you have rights and protections under your contract, the applicable energy laws and ASENO’s customer policies.
/ Overview
Your customer rights, clearly explained
ASENO is an authorised electricity retailer under the National Energy Retail Law in participating jurisdictions. The protections that apply depend on your jurisdiction, customer type and contract.
Protections include clear information about prices and terms, accurate billing, payment support, life support processes, complaints handling and access to the relevant energy ombudsman where applicable.
/ How it works
If something is not resolved
Talk to us
Contact ASENO first. Most issues are resolved quickly once we know about them.
Formal complaint
If you are not satisfied, raise a formal complaint and we will investigate it properly. See Complaints.
What you are entitled to
As an ASENO customer in an embedded network, you have the right to:
- Clear information about prices, fees and contract terms
- Accurate and timely billing
- Access to hardship support and concessions
- Required notice of planned interruptions from the relevant network operator
- A clear complaints process
- Free, independent dispute resolution through the Ombudsman
Frequently asked questions
An embedded or private network supplies multiple customers behind a shared connection. The relevant network owner/operator manages the private infrastructure, while ASENO can supply customers as the authorised retailer. Renewable generation may be included where it forms part of the approved site design.
You are entitled to clear information about prices and terms, accurate billing, access to applicable payment support and concessions, life support protections, a complaints process and external dispute resolution where available.
Retail choice within an embedded network can depend on the site configuration, metering and whether another retailer is willing and able to make an appropriate offer. Contact us or the AER for information about accessing another authorised retailer.
It is an independent, free dispute-resolution service. If we cannot resolve a complaint to your satisfaction, you can escalate it to the Ombudsman in your state. See the four schemes and their numbers.
If you hold an eligible concession card, we can help apply government concessions and rebates to your account. Contact us or see Billing & payments.
/ Free independent escalation
The Energy & Water Ombudsman
If we cannot resolve your complaint to your satisfaction, you can escalate it to the Energy and Water Ombudsman in your state. The service is free, independent and impartial, and you can contact them directly.
Not in one of these states? Contact us on 1300 027 366 or [email protected] and we will point you to the scheme that covers your supply address.
Get in touch
Our resident support team is here to help. In an emergency, always call first.
Emergencies & faults
For a power fault (poles, wires, outages or interruptions) or a gas leak or fault, contact your distributor. Their number is on your most recent bill.
Your distributor handles faults on the poles, wires and gas network.
Life-threatening or dangerous: call 000 immediately.