Policies & Regulatory Information

Our policies ensure compliance with Australian energy regulations and protect your rights as a customer.

Privacy Policy

How we collect, use, and protect your personal information in accordance with Australian Privacy Principles (APPs).

Complaints & Dispute Resolution

Our internal complaints process and external escalation paths including EWOQ for Queensland customers.

Customer Hardship Policy

Assistance options, payment plans, and support for customers experiencing financial difficulty.

Direct Debit Policy

Terms for direct debit payments, advance notice requirements, and cancellation procedures.

Life Support Customers

Registration process and protections for customers who require life support equipment.

Billing, Refunds & Adjustments

How we bill, handle meter estimates, process corrections, and issue refunds.

Embedded Network Rights & Access to Retailers

Your rights as an embedded network customer and how to request access to an authorised retailer.

Important Notice: The information on this website is general in nature and does not constitute legal advice. While we strive to ensure accuracy, policies may be updated from time to time. If you have specific questions about your rights or obligations, please contact Enebill directly or seek independent legal advice.