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Help & SupportPolicies

Policies

You can find all our policies here.

Privacy

How we collect, use, hold and disclose your personal information

Privacy
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Family Violence

How we protect and support customers affected by family violence

Family Violence
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Complaints

An easy to understand, accessible and reasonable process to encourage you to make complaints and provide feedback

Complaints
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Customer Payment Support

Sets out how and what assistance we can provide to our customers

Customer Payment Support
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Credit Reporting Policy

This Credit Reporting Policy contains our Credit Reporting Collection Statement and our Credit Reporting Statement of Notifiable Matters.

Credit Reporting Policy
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Customer Charter

This Charter is a plain English summary of our formal Terms and Conditions for the sale of natural gas to you.

Customer Charter
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NERL Customer Hardship Policy

The NERL Customer Hardship Policy is a document that the Australian Energy Regulator requires us to publish on our website. It doesn’t apply to our Tasmanian and Victorian gas customers.

NERL Customer Hardship Policy
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