Empowering our customers

SmartestEnergy is devoted to providing safe, supportive, and flexible assistance to customers experiencing any form of family violence. We believe in creating an environment where those affected can seek help without fear or stigma. For expert support, including LGBTIQ+ specialists and multicultural resources, visit http://www.vic.gov.au for a comprehensive list of available services.

At SmartestEnergy, we are committed to ensuring that modern slavery is absent from our operations and supply chains. We continuously evaluate and improve our practices to maintain a responsible and ethical business.

While we strive to meet your expectations, we understand that issues may arise. Our Complaints and Disputes Handling Policy ensures that any concerns are addressed promptly and effectively. We are dedicated to making things right when our services or products fail to meet your expectations.

Our Credit Policy outlines how we manage and protect the privacy of any credit-related information we collect. We are committed to handling this data with the highest standards of confidentiality and in compliance with all relevant regulations. Your trust is our priority.

Customers in the ACT are protected under the Consumer Protection Code 2020, which outlines your rights and service levels as established by the Utilities Act 2000. We are committed to upholding these standards to ensure your rights are respected. 

Customers in Victoria can access the Essential Services Commission Electricity Industry Guideline, which provides crucial information on greenhouse gas disclosures. We prioritise transparency and accountability in our environmental impact. 

Small business customers in Victoria can review a summary of their rights, entitlements, and obligations when working with their energy retailer. We believe that informed customers make empowered decisions.