Customer Charter

Here you’ll find what you can expect from us as a ReNu Solar Connect customer and other important information.

 

Terms & conditions for the sale of electricity

Download and read the full version of our terms and conditions for the sale of electricity. This includes what you can expect from us as the authorised retailer and supplier of electricity, and the rights and obligations of ReNu Energy electricity customers.

 

Questions?

If you have any questions relating to your account, please call us on 1300 038 069, we’re here to help.

If you need an interpreter, call TIS National on 131 450.

You might also find answers to your questions in our frequently asked questions page.

 

Your privacy

We respect your rights to privacy under the Privacy Act 1988 (Cth) (Privacy Act) and we’re committed to complying with the Privacy Act’s requirements for collecting and managing your personal information.

Read our Privacy Policy.

Read our Online Privacy Policy.

 

Complaints

We welcome your feedback to improve our service to you. If you’re unhappy with the services offered by ReNu Energy Contact Us  and we’ll address your concerns promptly and fairly.

Read our Complaint Handling Policy  for more information about our standard complaints and dispute resolution procedures.

ReNu Energy seeks to resolve any complaints directly but if you are not satisfied with our response, you may be entitled to refer the complaint or dispute to the energy Ombudsman in your state or territory.  The contact number for the energy Ombudsman in your state or territory is as follows:

Energy and Water Ombudsman NSW 1800 246 545 www.ewon.com.au
Energy and Water Ombudsman Queensland 1800 662 837 www.ewoq.com.au
Energy and Water Ombudsman SA 1800 665 565 www.eiosa.com.au
Energy and Water Ombudsman Victoria 1800 500 509 www.ewov.com.au

 

Energy Price Fact Sheet

We offer competitive rates. If you would like a copy of an Electricity Pricing Schedule with our electricity pricing information please Contact Us.

Please note: ReNu Solar Connect is only available to owners and tenants in a ReNu Energy Solar PV Embedded Network and is a non-generally available offer.

 

Energy Made Easy

Energy Made Easy is an Australian Government website where you can compare energy offers. Visit Energy Made Easy at www.energymadeeasy.gov.au

 

Faults and emergencies

To report a fault, please contact your local distributor. This information can be found on your ReNu Energy electricity bill. More information about faults.

If there is an electrical emergency where there is risk to life or property, please call 000.

 

Direct debit terms and conditions

We offer a range of payment options including direct debit. It’s a convenient way to make sure you never miss a payment. Set-up a direct debit by completing a Direct Debit Request Form

Direct debit terms and conditions can be found on the form.