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You can find all our policies here.


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

Family Violence

How we protect and support customers affected by family violence


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

Customer Payment Support

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

Credit Reporting Policy

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

Customer Charter

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

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.