Company Information and Policies

Our Policies and Guidelines are a way for you to know how you can expect SmartestEnergy to behave in different situations. If you still have questions after reading them then please contact us by phone: 1300 176 031 or email: [email protected]

These Policies and Guidelines are subject to change without notice - the most up to date versions will always be available here:

Useful Policies

Customers in Victoria who require additional Life Support protections can read our Life Support Policy here.

SmartestEnergy is committed to providing safe, supportive, and flexible assistance to customers experiencing any form of family violence. For more information read our Family Violence Policy here.

For those experiencing family violence, finding someone to talk to is an important step to getting help. Vic.gov has contact details for many experts, including LGBTIQ+ specialists, Aboriginal and multicultural support specialists, as well as providing support for those who want to change their own violent behaviour - see the full list here.

At SmartestEnergy we are continuously working to ensure that modern slavery is not a part of our business, or our supply chains. Read our Modern Slavery Policy here.

We hope you never have a reason to complain about SmartestEnergy, but if our service or products ever fail to meet your expectations then we will do everything possible to make it right. Read our Complaints and Disputes Handling Policy here.

Customers in the ACT are protected under the Consumer Protection Code 2020 that lays out the rights and service levels they are entitled to under the Utilities Act 2000 - view the ACT Consumer Protection Code here.

Customers in Victoria can view the Essential Services Commission Electricity Industry Guideline No. 13 here.

Small business customers in Victoria can view a summary of their rights, entitlements and obligations to help when working with their energy retailer.