Customer Support
Additional Support
We recognise that personal or business circumstances can sometimes mean that a customer requires additional support when using our services. These circumstances may be permanent, temporary or change over time.
If you need additional support, please tell us. We will take reasonable steps to understand what support may help and adapt the way we communicate with you where appropriate. You do not need to disclose medical information simply to ask for assistance.
Support may include
- Allowing additional time to consider information or a quotation.
- Slowing down the conversation and not rushing a decision.
- Explaining information in clearer, plainer language.
- Repeating important information where helpful.
- Providing information in writing after a call.
- Providing information in an accessible format where reasonably possible.
- Allowing an authorised representative to assist you.
- Using your preferred reasonable communication method.
- Escalating the matter to a senior colleague if needed.
- Pausing the contracting process where appropriate.
Our approach
- We treat customers individually.
- We avoid making assumptions about someone's circumstances.
- We never knowingly exploit a customer's vulnerability.
- We never use vulnerability to apply unreasonable sales pressure.
- We take reasonable steps to make information understandable.
- We consider reasonable communication adjustments.
- We respect your privacy.
- We record only information reasonably necessary to provide the support you have requested.
- We allow appropriate authorised third-party support where possible.
- We escalate situations where staff are concerned about a customer's understanding of a proposed contract.
If we have reasonable concerns about whether an authorised customer understands the material terms of a proposed energy contract, we may pause the contracting process while appropriate support or clarification is considered.
Need additional support?
Please tell us what would help. You do not need to provide more personal information than is reasonably necessary for us to understand the support you require.