Energy Brokers, Consultants and Retailers Customer Code
A nationally consistent, customer-led approach aimed to deliver better outcomes for large energy customers through collaboration across brokers, consultants and retailers.
Why this matters
The Customer Code for Energy Brokers, Consultants + Retailers gives large energy customers real confidence that Signatories are committed to transparency, fairness and delivering genuine value. It brings the sector together around clear standards, so customers can trust that the advice they receive whether from a broker, consultant, metering provider or retailer is aligned with their best interests.
The Customer Code was developed to address 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 brokers, consultants, metering providers, large solar installers and retailers are welcome to sign up. In signing up to the Customer Code, they are committing to:
- Customer centricity – putting customers at the centre of their business and making decisions based on what is in the customers’ best interests
- Transparency – providing clear, accurate and relevant information to help customers make informed choices
- Fit for purpose – ensuring that products and services are responsible, accurate and meet customer expectations
- Accountability – being responsive to customer needs and taking prompt, appropriate action if a customer makes a complaint to ensure continuous improvement.
Our Customer Code Council meetings are where meaningful connections are made and valuable insights are shared. These sessions are centred on “customer moments,” real-life challenges and successes that allow us to explore opportunities for improving customer experiences. Through peer discussions, framed around customer outcomes, we take thoughtful steps to build trust, share expertise and work toward impactful solutions.
Importantly, the collaborative process is mindful of obligations under the Competition and Consumer Act 2010, fostering transparency and integrity in our approach to customer care.
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I’ve been involved with the Customer Code since day one, and what continues to inspire me is how it brings people together around one simple goal: doing right by customers. Co‑designing the Code showed me what’s possible when brokers, consultants, retailers and advocates collaborate with honesty and a genuine commitment to raising the bar. I’m proud to still be part of this journey and to keep shaping a Code that helps customers feel informed, supported and confident in their energy choices.
Sharon Musker, WiseUp Energy Solutions
Who is involved
Meet the Independent Chair
Emily Wood
Emily Wood is a Senior Policy Manager at the Energy Users Association of Australia (EUAA), where she leads advocacy on behalf of large energy consumers across the country. She brings deep expertise in energy markets, regulatory reform and customer impacts, and is known for her clear, practical approach to complex policy issues. Emily works closely with industry, governments and consumer groups to champion fair, efficient and transparent outcomes for energy users.
Customer Code Council
- Leah Tucker, Business NSW (Customer representative)
- Kristy Vacher, Edge 2020 & Edge Utilities (Broker)
- Alan Worman, AECO Energy (Broker)
- Patricia Paech, Renewable Energy Hub (Consultant)
- Luis Gomez, Zembl (Broker)
- Madonna Ghajar, Northmore Gordon (Broker)
- Sharon Musker, Wise Up Energy Solutions (Consultant)
- Sharon Musker, Wise Up Energy Solutions (Consultant)
- Adam Bronks, Energy Marketplace (Broker)
- Craig Meiklejohn, CS Energy (Retailer)
- Andrew Randall, Metropolis Metering Services (Supplier)
- Sabiene Heindl, The Energy Charter (Observer)
- Bec Jolly, The Energy Charter (Observer)
Customer Code Signatories + Supporters
Brokers:
- Energy Brokers
- Energy Marketplace
- Energy Pulse
- Edge Utilities
- Eutility
- Indigenous Energy Procurement
- Key Energy & Resources
- Leading Edge
- Northmore Gordon
- Power Choice
- Powerforce Energy Brokers
- Selectricity
- Spinifex
- Strata Energy Services
- The Energy Alliance
- Watt Utilities
- Zembl
Consultants:
- Australian Utilities
- Austech Power and Gas
- Dwayhe Consultants
- Edge2020
- Enercom Energy Solutions
- Energy Intelligence
- Energy Options
- Knight Energy
- Power Select NSW
- South Street
- Watt Power Brokers
- WiseUp Energy Solutions
Retailers/Suppliers:
- AGL
- Australian Gas Infrastructure Group
- Australian Systems Integration
- Aurora Energy
- CS Energy
- EnergyAustralia
- Energetica
- Edisun Group
- Green Metering
- Metropolis Metering
- Mondo
- Yurika Metering
Resources + additional information
Managing energy costs and finding the best solutions for your business can be complex but you don’t have to navigate it alone. Energy brokers and consultants play a valuable role in helping businesses assess energy needs, compare competitive offers, and secure the best deals across energy retailers, metering providers, solar and battery storage options. No matter if you work with a broker, a consultant, or deal directly with an energy retailer or metering provider, your energy partner should always act in your best interests.
That’s where the Procurement Checklist, developed by the National Customer Code for Energy Brokers, Consultants and Retailers, comes in. This Checklist helps simplify the energy procurement process by ensuring you can make informed decisions about costs, commissions, fee structures and contract terms. It also provides essential questions to ask when considering solar and battery storage, Power Purchase Agreements, innovative tariffs, spot market exposure and metering solutions helping you approach these decisions with confidence.
Download the Energy Brokers, Consultants and Retailers FAQs which includes:
- What is the Customer Code?
- What are the customer benefits?
- Why should I sign up?
- How does it work?
Signing up 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 broker, consultant or retailer or even a metering provider, the benefits of the Customer Code 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 to do the right thing
- 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
- Access to customers’ insights and consistent customer facing information
- 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.
Whether you work with an energy broker or consultant, have direct metering agreements in place or deal directly with an energy retailer, the Customer Code gives you greater confidence and peace of mind. It shows that your provider is committed to acting in your best interests, being transparent and meeting the standards you should expect when making important energy decisions. They will:
- Put you at the centre of what they do
- Act in your best interests with honesty and integrity
- Commit to being knowledgeable, transparent and professional
- Provide you with fit-for-purpose advice based on accurate and complete information
- Meet better practice standards
- Understand the energy market and with the requisite knowledge to help you
- Grow trust and reputation across the industry
- Collaborate across the energy industry to work better together.
If you are not satisfied with the actions of a Customer Code Signatory, you can submit a complaint to the Independent Code Administrator, Anne Whitehouse after you have unsuccessfully attempted to resolve the matter directly with the Signatory.
A complaint may include any matter where the Signatory is not meeting its Customer Code Commitments or with the Signatory’s own complaints handling procedure.
This Customer Code initiative aligns with:
Code Administrator
Speak to Anne Whitehouse, Independent Customer Code Administrator, to join the Customer Code Council or to become a Signatory.