Origin has a Summary of Customer Rights, Entitlements and Obligations for electricity and natural gas customers in Victoria, New South Wales, Queensland, South Australia and the Australian Capital Territory.
Under your agreement with Origin for the supply of energy, you have particular rights, entitlements and obligations you mightn’t be aware of available in our Summary of Rights (PDF 55 kB).
Refer to this document for information about your rights as a consumer and our commitment to you, on matters relating to connections, disconnections, payments, the use of personal information and more.
Guaranteed Service Levels in the ACT
In addition to the Summary of Customer Rights, electricity and natural gas customers in the ACT also benefit from Guaranteed Service Levels (GSLs). We’re required by law to meet these GSLs and where we don’t, we’ll pay you a set rebate amount.
If this is the case, a rebate will be applied automatically to your Origin account, you don’t need to do anything. You can put the credit towards an upcoming bill or, request a refund.
The GSLs relate directly to:
Connection times – we must connect your premises by the required date.
Wrongful disconnections – we must not wrongfully disconnect your premises.
Responding to complaints – we must acknowledge your complaint immediately or as soon as practicable and provide a response within 20 business days.
Notice of planned interruption – we must provide you with 4 business days’ notice of a retailer planned interruption to your energy supply, unless we have already obtained your consent.
More information regarding these GSLs, including the rebate amounts, are available on page 3 of our Summary of Rights (PDF 55 kB). To get in touch about a matter relating to these GSLs, contact us.