Residential Consumer Care Policy

As an electricity retailer we understand the role electricity plays in all our customers’ lives. We are committed to ensuring you stay safe and connected.

Our Residential Consumer Care Policy sets out our service promises to our residential electricity customers. This Policy acts as a guide to how we operate, care for, and treat customers. Read our Policy below.

Nova consumer care policypdf | 157 kB

Our Policy applies in conjunction with (not instead of) our General Customer Terms and Conditions, along with any Special Terms that may apply to you.

It is also designed to align to the Electricity Authority’s Consumer Care Guidelines.