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.



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.



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.

We do hope we can resolve your complaint, but it’s important to know that you can access independent advice and assistance at any time.  The contact number for the energy Ombudsman in your state or territory is as follows:

Energy and Water Ombudsman NSW 1800 246 545
Energy and Water Ombudsman Queensland 1800 662 837
Energy and Water Ombudsman SA 1800 665 565


Plan Information

We offer competitive rates. If you would like a copy of the Plan Information Document 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.


Timeframes for Metering Installation for Small Customers

You may request that we install a new meter at your property. Where we agree that a new meter needs to be installed, and you are a small customer of ours, there are several rules that we must follow.  Read our policy on Timeframes for Metering Installation for Small Customers


Energy Made Easy

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


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.