Energy Comparators and Energy Moving Services Customer Code
A nationally consistent, customer-led approach aimed to empower residential and small business customers to make informed choices.
Why this matters
The Customer Code for Energy Comparators + Energy Moving Services is a commitment to giving customers confidence when they use comparison sites or moving services to choose an energy plan. When you see that a business is a Signatory, it means they’ve agreed to work in their customers’ best interests by providing clear information, fair guidance and genuine value. Energy retailers and suppliers also support the Code, reinforcing a shared commitment to good customer outcomes.
The intention of the Customer Code is to address some of the concerns about third party intermediaries’ selling practices raised in the Australian Competition and Consumer Commission (ACCC) Retail Electricity Pricing Inquiry Report 2018.
Impact
The Customer Code is voluntary and all energy comparators and moving services are welcome to sign up. In signing up to the Customer Code, they are committing to:
- Customer centricity – we will put you at the centre of our business and make recommendations to drive positive and effective energy solutions for you that empower you in your choices
- Transparency and disclosure about our business, practices and offers – we will provide you with true and accurate information about our business, our services and products, those brands we represent for a Comparison Service or Energy Moving Service and any Assumptions that we use to help you make informed choices
- Fairness and consistency – we will ensure that you are treated fairly and provided with information you need to choose an energy plan in a clear and consistent manner
- Accountability – we will be responsive to your needs and take prompt, appropriate action if you make an enquiry or complaint to ensure our continuous improvement.
Energy Retailers and other suppliers who are Supporters of this customer code work to guide their signatory partners meet the Customer Code aims.
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We’re really proud to be part of this work. At the end of the day, customers just want to know they’re getting straight, honest information — and the Customer Code helps make that clear. What I’ve valued most is how everyone has come together on this: customer advocates, retailers, and the other comparator and moving‑services teams all having a say in shaping something that works for customers. We’re looking forward to staying involved and helping make sure people have the information they need to make confident, informed decisions.
Paul Coughran, Compare Club
Who is involved
Meet the Independent Chair
John A. Smith
John A. Smith brings deep industry experience and a long‑standing commitment to transparent, customer‑focused energy practices. Having been involved since the Customer Code’s early development, John is known for his collaborative leadership and his dedication to lifting standards across the sector. He works closely with comparators, moving services, retailers and advocates to ensure customers can make confident, informed energy choices.
Customer Code Council
The Customer Code Council is made up of:
- Andrew Foskett, Simply Energy
- Chris Mason, EnergyAustralia
- Matt Cairns, Uniting VIC and Tas
- Meredith O’Brien, Compare the Market
- Zoe Crettenden, AGL Australia
- Doug Wilson, Pacific Blue
- Paul Coughran, Compare Club
- Paul Hoefer, Connectnow
- Jeremy Elliott, Zembl
- Sabiene Heindl, The Energy Charter (Observer)
- Bec Jolly, The Energy Charter (Observer)
Signatories + Supporters
- iCause
- Choose N Switch
- Compare Club
- Compare the Market
- Compare Corp and Compare for Change
- EnergyAustralia
- Engie
- Move Me In
- Muval
- MyConnect
- Select and Switch
- Super Mover
- Switchify
- Pacific Blue (formerly Tango Energy)
- Utility Market Australia Pty Ltd
- Zembl
Resources + additional information
Download the National Customer Code for Energy Comparators + Energy Moving Services FAQs which includes:
- What is the Customer Code?
- What are the customer benefits?
- How does joining the Customer Code help my business?
- How does networking with other Signatories and Supporters help my business and the industry?
- What are the principles of the Customer Code?
- How do I join or find out more?
This resource is a practical guide designed to help customers make confident, informed energy choices by explaining how comparison and moving services work and what to look for when choosing an energy plan. It outlines different comparison methods, highlights what matters beyond price, and shows how Customer Code Signatories commit to transparency, fairness, customer‑centricity and accountability to support better outcomes for customers.
New resource coming soon.
Signing up to the Customer Code is voluntary. The more signatories, the better for customers and growing trust and reputation in the industry. If you’re an energy comparator, moving service or energy supplier, the benefits of the Customer Code may include:
- Differentiating yourself by publicly committing to “doing the right thing “by your customers
- Demonstrating practically that you are working in the best interests of your customers
- Increasing your accountability to customers and partners
- Ensuring best practice within your business
- Improving your reputation and standing
- Lifting the standards of the industry to meet customer and community expectations
- Being part of a cohort who are aligned in their values and having a voice to call out actions which go against the principles of the Code
- Networking with other signatories, partners and supporters
- Opening an opportunity to shape the future of the market.
Signing up to the National Customer Code is voluntary. To get started, download the application form.
To sign up, or if you have any questions, get in touch with the Independent Code Administrator, Anne Whitehouse.
If you’re a residential or small business customer using comparison or moving services, then the Customer Code provides you with more confidence and peace of mind that signatory businesses are:
- Putting you at the centre of what they do
- Acting in your best interests with honesty and integrity
- Committing to being knowledgeable, transparent and professional
- Providing you with fit-for-purpose advice based on accurate and complete information
- Meeting industry best practice standards
- Understanding the energy market and with the requisite knowledge to help you
- Growing trust and reputation across the industry
- Collaborating across the energy industry to work better together.
Each Signatory to the Customer Code has its own Complaints Management Process. Where you are unable to resolve a complaint with an energy comparator or energy moving service that is a Signatory, you can refer the matter via email to the Independent Administrator, Anne Whitehouse.
If the Code Administrator is unable to resolve your complaint, the matter can be referred by the Administrator to the Independent Decision Maker. The Independent Decision Maker will review and try to resolve your complaint.
The Independent Administrator and/or the Independent Decision Maker may choose to refer your complaint to the appropriate jurisdictional body.
This Customer Code initiative aligns with:
Principle 2: We will improve energy affordability and value for customers + communities.
Code Administrator
Speak to Anne Whitehouse, Independent Customer Code Administrator, to join the Customer Code Council or to become a Signatory.