National Customer Code for Energy Brokers, Consultants and Retailers
The National Customer Code for Energy Brokers, Consultants and Retailers gives large energy customers confidence that Signatories are working together in their best interests and delivering value.
The National Customer Code addresses concerns about third party intermediaries’ selling practices raised in the Australian Competition and Consumer Commission (ACCC) Retail Electricity Pricing Inquiry Report 2018
Fact sheets and resources
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How does it work?
The Customer Code is voluntary, and all energy brokers, consultants, metering providers, large solar installers and retailers are welcome to sign up. In signing up to the Customer Code, they are committing to:
- Customer centricity – putting customers at the centre of their business and making decisions based on what is in the customers’ best interests
- Transparency – providing clear, accurate and relevant information to help customers make informed choices
- Fit for purpose – ensuring that products and services are responsible, accurate and meet customer expectations
- Accountability – being responsive to customer needs and taking prompt, appropriate action if a customer makes a complaint to ensure continuous improvement
Anne Whitehouse is the current Independent Administrator of the Customer Code and runs the day-to-day activities. The Customer Code is overseen by the Customer Code Council made up of industry signatories and customer advocates.
What's the customer benefit?
If you’re a large energy use customer of an energy broker or consultant, or have metering agreements in place then the Customer Code provides you with more confidence and peace of mind that your provider is:
- Putting you at the centre of what they do
- Acting in your best interests with honesty and integrity
- Committing to being knowledgeable, transparent and professional
- Providing you with fit-for-purpose advice based on accurate and complete information
- Meeting better practice standards
- Understanding the energy market and with the requisite knowledge to help you
- Growing trust and reputation across the industry
- Collaborating across the energy industry to work better together
How do we collaborate? Driving better customer outcomes together
Our quarterly collaboration meetings are where meaningful connections are made and valuable insights are shared. These sessions are centred on “customer moments”—real-life challenges and successes that allow us to explore opportunities for improving customer experiences. Through peer discussions, framed around customer outcomes, we take thoughtful steps to build trust, share expertise, and work toward impactful solutions.
With a customer representatives and The Energy Charter Director of Energy Equity actively participating, the cohort gains firsthand perspectives on the pressing issues faced by customers and communities. Every discussion is grounded in real-world needs and informed by voices that represent those we serve.
Importantly, the collaborative process is mindful of obligations under the Competition and Consumer Act 2010, fostering transparency and integrity in our approach to customer care.
Through collaboration, we create a space to innovate, align, and advance customer outcomes across the energy sector—because working together is how we make a real difference.
Who should sign up?
Signing up the Customer Code is voluntary. The more signatories, the better for customers and growing trust and reputation in the industry. If you’re an energy broker, consultant or retailer or even a metering provider, the benefits of the Customer Code include:
Differentiating yourself by publicly committing to “doing the right thing by your customers”
Demonstrating practically that you are working in the best interests of your customers
Increasing your accountability to customers and partners to do the right thing
Ensuring best practice within your business
Improving your reputation and standing
Lifting the standards of the industry to meet customer and community expectations
Being part of a cohort who are aligned in their values and having a voice to call out actions which go against the principles of the Code
Networking with other signatories, partners and supporters
Access to customers’ insights and consistent customer facing information
An opportunity to shape the future of the market
Sign up to the National Customer Code
Signing up to the National Customer Code is voluntary. Click below to sign up
If you have any questions, get in touch with the Independent Code Administrator, Anne Whitehouse.
Signatories + Supporters
Customer Code Council
The Customer Code is governed by the Customer Code Council (CCC) and administered by Anne Whitehouse, CEO of Sales Assured Limited. The CCC is made up of:
- John Smith, National Customer Code Council (Independent Chair)
- Anne Whitehouse, Sales Assured Limited (Administrator)
- The Energy Charter (Observer)
- Energy Marketplace (Broker)
- CS Energy (Retailer)
- Wise Up Energy Solutions (Consultant)
- EnergyAustralia (Retailer)
- Edge 2020 & Edge Utilities (Broker)
- Australian Utilities (Consultant)
- Renewable Energy Hub (Consultant)
- Zembl (Broker)
- EUAA (Customer representative)
- Customer representatives
Resources
Lunch & Learn (March 2023)
With uncertainty around energy prices, challenges securing forward contracts etc, the motivation for a business to see solar as an option has never looked more attractive. View our expert panel – Alan Gill, Phil Gannon, Vaughan Furniss and Manfred Fahr and Anthony Cooper.