Terms and Conditions

Market Contract Customer Effective February 2019

This booklet contains all the details you need to know about being a Discover Energy customer. It forms part of your contract with us.

Download the PDF

This charter outlines what you can expect as our customer. It’s also a benchmark against which we measure our service to you.

Here’s what you can expect from us. Our easy to use online service at and online at www.discoverenergy.com.au contains all the relevant information and functions for managing your energy needs. You can speak with an energy consultant by calling our customer service team on 1300 946 898 between 9am and 5:30pm EST business days. We will answer your calls promptly and we also provide some self-service options by phone. We will respond to written enquiries within 5 business days allowing for delivery and 2-3 days for online enquiries. If you have visual or hearing disabilities, let us know so we can give you assistance with account or billing enquiries. You will need to tell us if you have any life support or critical power requirements.

Step 1
If you can’t find the information you need through our online portal you may email us service@discoverenergy.com.au please provide as much information as possible or you may call our energy consultants on 1300 946 898 between 9am and 5:30pm EST business days.
Step 2
Still unhappy? You will find that the majority of matters can be resolved through Discover Energy’s internal complaint process. We ask that you first provide us with the opportunity to exhaust all avenues in resolving your complaint. Contact us by calling 1300 946 898 (Monday to Friday 9:00am - 5:30pm EST) or email service@discoverenergy.com.au or you can contact our Customer Care Manager directly by mail addressed to The Customer Care Manager, Discover Energy, PO Box 665, North Sydney NSW 2059. However, if you’re still not satisfied with the handling of your complaint, you may wish to seek further assistance from the Ombudsman.

You can also contact the Ombudsman at any time for free independent advice and information. See below for details.

Energy and Water Ombudsman NSW

Mail: Reply Paid 86550, Sydney South NSW 1234

Phone: 1800 246 545 Fax: 1800 812 291

Email: complaints@ewon.com.au

Web: www.ewon.com.au

Energy and Water Ombudsman Queensland

Mail: PO 3640, South Brisbane BC, QLD 4101

Phone: 1800 662 837 Fax: (07) 3087 9477

Email: complaints@ewoq.com.au or info@ewoq.com.au

Web: www.ewoq.com.au

Energy Industry Ombudsman SA

Mail: GPO Box 2947, Adelaide SA 5001

Phone: 1800 665 565 Fax: 1800 665 165

Email: contact@ewosa.com.au

Web: www.ewosa.com.au

You have a choice of Energy Plans

Your Energy Plan represents a contract with us. You can choose either a Market Contract or a Standard Retail Contract. A Market Contract offer will specify any special discounts and incentives, as well as outlining prices, fees and charges and may include an Early Termination Fee. Under a Market Contract, you may be offered an Energy Plan with either variable or fixed rates. Variable rates can change at any time during your Energy Plan, with written notice to you. Fixed rates will not change for the duration of your current Energy Plan Period. If you choose a Standard Retail Contract, the terms are subject to regulatory oversight and variations to prices are published on our website and in major newspapers. A 10 Business Day Cooling-off Period applies to both contract types. If you move into a property without contacting a Retailer to set up an account you will be deemed, under regulations, to have a contract with the current Retailer responsible for that property.

We’re your energy Retailer

As your energy Retailer, we are responsible for arranging the connection of electricity to your property, sending you bills and looking after your energy needs. If you live in NSW, Queensland or South Australia, we are also responsible for appointing a Metering Service Provider to install and maintain your electricity Meter.

We can also offer you a range of services, including access to tradespeople, energy efficiency advice and solar solutions. An energy Retailer is different to a Distributor. Your Distributor, who is independent of Discover Energy, owns and is responsible for the electricity poles and wires in your area. They’re also responsible for distributing the energy to your property. Because of this, your Distributor will remain the same regardless of which Retailer you sign up with. Distributors are also responsible for performing many of the services you can request through your Retailer, including reading your Meter (if you have a non-digital Meter), and restoring network faults. Go to discoverenergy.com.au/distributors to check who your Distributor is. This information is also listed on your bill.

Connecting your property and installing a new Meter

When you sign up for a new account with Discover Energy at your current property, we need to read your Meter to establish your new Discover Energy account. If there is no clear and safe access to the Meter, let us know so that we can make alternative arrangements to obtain the Meter Reading. Where you need a new electricity meter to be installed, we will work with Distributor or Meter Service Provider to determine the availability of supply and get a new Meter installed.

Your bills will be clear and easy to read

If you’re a residential or small business customer, we will send you a bill at least every 3 months. Alternatively, we can agree to a different billing frequency with you, such as monthly billing.

Your bill will show how much energy you’ve used based on an actual Meter Reading whenever possible. When we cannot obtain an actual Meter Read, your bill will be based on an estimate of your energy usage. If there is no clear and safe access to the Meter, let us know so that we can look at alternative arrangements for your Meter Readings. If your bill is higher or lower than expected, call us and we’ll explore why. If we need to investigate further, we’ll do so as quickly as possible. All fees will be clearly set out in your Energy Plan and clearly displayed on your bill. We’ll let you know of any changes to these. In the unlikely event that you are overcharged, we’ll let you know and make sure you are reimbursed. If we’ve undercharged you, subject to regulatory limitations, we may recover that amount from you with a reasonable payment plan that we will agree with you.

You have a choice of convenient ways to pay

We offer a range of convenient bill payment methods including Direct Debit, BPAY and Credit Card. All options are listed on the back of your bill. If you’re a residential or small business customer, you also have the option of Bill Smoothing to help spread the cost of your energy bills across equal instalments.

If you are having difficulty paying.

we can help We offer flexible payment options and energy efficiency advice to help you get back on track. If you are a residential customer experiencing ongoing financial difficulties, our Hardship Program, can also support you.

What happens if you don’t pay a bill?

If you don’t pay your bill by the due date and haven’t made alternative arrangements with us, we may, as a last resort, disconnect your energy supply. We will contact you beforehand, but request you please contact us if at any time you are unable to make payment.

Disconnecting and reconnecting your Meter

Under certain circumstances, Discover Energy reserves the right to disconnect your supply. These include if you don’t allow us safe access to your Meter or Supply Address (and we have made all required efforts to contact you);

If you have sourced energy illegally; if you are in breach of your energy contract or any Regulatory Requirements; or if you do not provide the acceptable identification required by your contract.

If you are a residential or small business customer and you have been disconnected, we will lodge a request for reconnection of your energy supply within 24 hours of your request once you have fixed the problems leading to your disconnection and have paid (or made arrangements to pay) any outstanding amounts.

We’ll help make moving a little easier

We understand that moving can be stressful and there’s always so much to do. With Discover Energy Move-in Guarantee, you can enjoy peace of mind knowing the power will be on at your new home the day you move in. Simply visit discoverenergy.com.au/move or call us on 1300 946 898 between 9am and 5:30pm EST Monday to Friday, at least three business day before your scheduled move date to arrange connection. If you are in a regional area, please contact us at least 10 Business Days before your move. We may also need you to arrange safe and clear access to the electricity Meter to complete the connection. We’ll keep you up to date on this process via SMS updates, and arrange for a final Meter Read and a bill for your former property to be sent to you. Eligibility criteria applies to the Move-in Guarantee, including the notice periods listed above and safe access to your electricity Meter. Customer credits for late connection are available. Visit our website or call us for more details.

We can help you find ways to be more energy efficient

We can offer a number of ways to help you manage your energy, including energy audits, and energy efficiency tips, visit discoveryenergy.com.au/energyefficiency to find out more.

This section contains important information about your Energy Plan which you should read. Important information

1.Cooling-off Period

The contract between you and Discover Energy set out in the General Terms is subject to a 10 Business Day Cooling-off Period from the date on which you receive your welcome pack containing the Product Disclosure Statement and General Terms. During this time you may give us written notice or call us on 1300 946 898 (9:00am - 5:30pm Monday to Friday EST) to cancel the Market Contract and your Energy Plan for any reason without paying any applicable Early Termination Fee. Details about your additional rights to cancel this Market Contract are set out in the information enclosed within this booklet.

2.Commencement of your Energy Plan

Entering into this Energy Plan constitutes your consent to Discover Energy supplying your Energy. Your Energy Plan and Market Contract begin on the day you accept the Offer, however the Supply Commencement Date under the General Terms will be:

a) the date specified in the Offer (if a date is specified); or

b) the later of:

i. the expiry of the 10 Business Day Cooling-off Period; and either

ii. the date we become the financially responsible retailer for electricity used at your Supply Address (which is usually your next available transfer Meter Reading date); or

iii. he date we begin to supply electricity to your Supply Address.

If you have recently moved into the Supply Address or have arranged a new connection service, the Supply Commencement Date is the date we become the financially responsible retailer for the Energy supplied to the Supply Address. See the General Terms for further information.

3.The Term of your Energy Plan

There is no fixed term for your Market Contract with Discover Energy set out in the General Terms and the documents incorporated by the General Terms. Your current Energy Plan is subject to the terms of your Market Contract and operates for the Energy Plan Period as set out in the Offer.

At the end of your Energy Plan your Market Contract continues under the General Terms. Unless we notify you otherwise, you will receive all applicable discounts and account credits (subject to changes in your Energy Charges) on a new Energy Plan, which will operate for a further Energy Plan Period as set out in the Offer. This new Energy Plan will not include an Early Termination Fee.

4.Early Termination

Following the expiry of the Cooling-off Period, you may cancel your Energy Plan by giving us at least 20 Business Days notice. If you are vacating your Supply Address, you may cancel your Energy Plan with 3 Business Days notice. We may charge the applicable Early Termination Fee set out in the Offer. Early Termination Fees only apply during the first Energy Plan Period under your contract with Discover Energy.

5.Prices, Fees and Charges

Your Energy Rates and Charges are set out in the Offer. Fees such as dishonoured payment fees or payment processing fees, and other charges relating to your Meter or Supply Address may also apply under the General Terms.

A payment processing fee may apply when you pay a bill using a payment method that results in us incurring a merchant services fee (including payment by credit card). Other charges may consist of a pass through of amounts charged to us by your Distributor, the Meter Service Provider or other third parties in relation to services we arrange on your behalf. We will advise you of any such amounts at the time you make the relevant request. See the Fee Schedule and General Terms for details on when these fees apply.

Unless your Offer indicates otherwise, your Energy Charges, including fees, may be varied at any time by Discover Energy by giving you written notice in accordance with the General Terms and Regulatory Requirements. See the General Terms for further information.

6.Billing and Payment Arrangements

We may agree with you to provide monthly energy bills or otherwise require that your bills are issued monthly in relation to specific Energy Plans. Subject to the Offer or any other monthly billing arrangements we have with you, your electricity bills will be issued quarterly. Your bills will be sent to your nominated email address and will be available through your My Account portal or can be sent to your postal address if your Energy Plan does not include a requirement for e-billing (Paper bills incur a fee unless exempt). You may pay your bills by direct debit, BPAY®, credit card or any other method listed on your bill or agreed by us.

Customers exempt from Paper Bill fees:

. Customers registered for our Hardship program

. Customers registered for Concession

. Customers registered for Life Support

. Some multisite customers.

7.Concessions and Rebates

If you currently hold a Government concession card you may be eligible to receive a rebate on your energy bills. Please contact Discover Energy to advise us of, or update, your concession details. For further information about the concessions and rebates that may be available to you, please refer to www.discoverenergy.com.au or contact Discover Energy.

8.Electronic Transactions

If it is agreed that any requirement of your Energy Plan is to be met electronically, we will do so in accordance with your General Terms. You will be recognised as having received the information and be bound by the transaction under the provisions relating to electronic transactions within the relevant legislation and your General Terms.

9. Service Standards

Our service to you will meet all Regulatory Requirements applicable in your State. The applicable service standard obligations are specified in the Regulatory Requirements or set out in your Energy Plan.

10. Dispute Resolution

You may call us on 1300 946 898 (9:00am - 5:30pm Monday to Friday EST), or write to us, to notify us of any complaint in relation to our marketing or supply of Energy to your Supply Address. We will endeavour to resolve your complaint as quickly as possible in accordance with the Discover Energy Dispute Resolution Policy. After attempting to resolve your complaint, if you are not satisfied with the outcome, you may contact the relevant Energy Ombudsman in your State using the following contact details:

Energy and Water Ombudsman NSW on 1800 246 545

Energy and Water Ombudsman Queensland on 1800 662 837

Energy Industry Ombudsman SA on 1800 665 565

For more information, please refer to the Discover Energy Dispute Resolution Policy, available at discoverenergy.com.au or on request.

Not satisfied? We want to hear from you so we can make things right.

How our Complaint Handling and Dispute Resolution Procedure works If you have a complaint about any aspect of Discover Energy’s service or products, please call us or write to us so that we can resolve your concerns. Our aim is to do this as quickly as we can. On some occasions we’ll be able to do this at the time you call. However, more complex problems may need to be looked into further before we can get back to you. If this is the case, we’ll try to resolve your complaint within 28 days of your original telephone call or receiving your letter. During this time, if we need further information from you, we’ll contact you and you can always call us for an update on how we’re going with the resolution. For more information about your rights in relation to estimated bills (including Self Service Meter Reads), privacy and hardship, visit discoverenergy.com.au/yourrights