Codes and Guidelines
Customer Charters
- TRUenergy Retail Customer Charter - Victoria(.pdf file, 116 kb)
- TRUenergy Retail Customer Charter - South Australia(.pdf file, 128 kb)
- TRUenergy Retail Customer Charter - New South Wales & Australian Capital Territory (.pdf file, 411 kb)
- TRUenergy Retail Customer Charter - Queensland (.pdf file, 130 kb)
Codes and Guidelines
There are a number of Codes and Guidelines that set the standards for operation within the Gas and Electricity Industry. Click on the relevant link below for more detailed information.
- Victorian Energy Retail Code - outlines information to customers, complaints handling, billing and payment and other matters.
- ESC Guideline No. 10 - Confidentiality and Explicit Informed Consent (.pdf file, 92 kb)
- Victoria - Electricity Industry Guideline No. 13 - 'Greenhouse Gas Disclosure on Electricity Customers' Bills'
- Operating Procedure - Compensation for Wrongful Disconnection - This procedure has been issued to assist retailers to meet obligations under the new Wrongful Disconnection provisions of the Energy Acts.
- Credit Assessment Guidelines for Electricity.
- Credit Assessment Guidelines for Gas.
- South Australian Codes and Guideline for more detailed information on Codes and Guidelines governing the electricity industry in South Australia
- South Australian Price Fact Sheet - Electricity
South Australian Price Fact Sheet - Gas - TRUenergy SA default residential contract (.pdf file, 32 kb)
- New South Wales - Minimum Service Standards (.pdf file, 69 kb)
- Guideline 19 Energy Product Disclosure (.pdf file, 54 kb)
- Queensland Electricity Industry Code (.pdf file, 797 kb)
- Queensland Price Fact Sheet - Electricity (.pdf file, 19 kb)