At SEAC Energy, we understand that unexpected circumstances — such as illness, job loss, family violence, or financial pressure — can make it difficult to keep up with your energy bills. We’re committed to supporting our residential customers through these times with fair, consistent, and compassionate assistance.
Our Hardship Policy outlines the support available to you if you’re experiencing payment difficulties, including flexible payment plans, information on concessions and rebates, energy efficiency advice, and access to financial counselling services. It also explains your rights as a customer, how we assess eligibility for our hardship program, and how to get in touch if you need help.
To download a printable version of our latest Hardship Policy, please select the link below. Our policies are available in Plain English summaries and large-print formats. Alternative accessible formats may also be available. Please contact us on 1300 236 906 or at [email protected] to request a copy free of charge.
Family violence is behaviour that is used to control, intimidate, or harm a family member or someone in a close relationship. It can include physical violence, emotional or psychological abuse, financial control, threats, intimidation, stalking, or controlling access to essential services such as electricity, gas, water, or communications. Family violence can occur in many types of relationships, including between partners, former partners, family members, or people living in the same household. It can affect anyone, regardless of age, gender, culture, or background.
SEAC Energy understands that customers experiencing family violence may need additional support. If you are affected, we encourage you to contact us so we can work with you in a safe and confidential way. Our team can discuss options to help manage your account and energy services, including updating account details, setting up new accounts where appropriate, or providing flexible payment support. We will always aim to handle these situations with care, respect, and sensitivity.
For further information on how we can help you please download our printable version of our Family Violence Policy. Our policies are available in Plain English summaries and large-print formats. Alternative accessible formats may also be available. Please contact us on 1300 236 906 or at [email protected] to request a copy free of charge.
This document sets out the terms and conditions that apply when SEAC Energy sells you energy at your premises within an embedded network. It covers key details such as your contract’s start and end dates, pricing and billing, payment options, meter access, disconnection and reconnection, and your rights and obligations as a customer.
This contract works alongside your Disclosure Statement, Plan Information Documents, and Customer Details Schedule, and operates within the framework of the National Energy Retail Law and Rules. Where there’s any inconsistency between this contract and the energy laws, the energy laws will always take precedence.
To download a printable version of our residential Terms & Conditions, please select the link below. Our policies are available in Plain English summaries and large-print formats. Alternative accessible formats may also be available. Please contact us on 1300 236 906 or at [email protected] to request a copy free of charge.
At SEAC Energy, we’re committed to delivering a high standard of service, and we understand that from time to time you may be dissatisfied with some aspect of it. This procedure explains how we handle complaints — fairly, efficiently, respectfully, and consistently — in line with relevant regulations and best practice standards.
It covers how to lodge a complaint, what to expect during the process, timeframes for acknowledgement and resolution, and how to escalate a complaint internally or externally if you’re not satisfied with the outcome. Additional support is available if you need it, including for customers experiencing hardship, family violence, or other personal circumstances.
To download a printable version of our latest Complaints Handling and Resolution procedure, please select the link below. Our policies are available in Plain English summaries and large-print formats. Alternative accessible formats may also be available. Please contact us on 1300 236 906 or at [email protected] to request a copy free of charge.
Complaints Handling & Resolution Procedure
Your privacy matters to us. This policy explains how SEAC Energy collects, uses, stores, and protects your personal information, and outlines your rights regarding that information.
We manage your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), the National Energy Retail Law (NERL), and the National Energy Retail Rules (NERR). This includes how we handle sensitive information, your rights to access and correct your data, protections for customers affected by family violence, and what to do if you have a privacy-related complaint.
To download a printable version of our Privacy Policy, please select teh link below. Our policies are available in Plain English summaries and large-print formats. Alternative accessible formats may also be available. Please contact us on 1300 236 906 or at [email protected] to request a copy free of charge.
This agreement outlines the terms under which SEAC Energy processes direct debit payments from your nominated bank account or credit card to pay for your electricity services. It covers how and when debits are processed, the role of our payment processing agent, your responsibilities as a customer, and what happens if a payment fails or is disputed.
It also explains how you can change your account details, suspend a payment, or cancel this agreement at any time, along with the privacy and security protections that apply to your account information.
To download a printable version of our Direct Debit Services Agreement, please select the link below. Our policies are available in Plain English summaries and large-print formats. Alternative accessible formats may also be available. Please contact us on 1300 236 906 or at [email protected] to request a copy free of charge.
If you or someone at your premises relies on life support equipment, we want you to know exactly what protections are in place and what you need to do to access them. This policy outlines SEAC Energy’s obligations to customers who require life support equipment, in accordance with the National Energy Retail Law (NERL), the National Energy Retail Rules (NERR), and AER guidance on family violence and privacy.
It covers how to register your premises for life support, what medical confirmation is required, and the safeguards in place to protect you from disconnection. It also explains our approach to planned and unplanned interruptions, privacy protections, and how to raise a concern or complaint if you need to.
To download a printable version of our Life Support Policy, please select the link below. Our policies are available in Plain English summaries and large-print formats. Alternative accessible formats may also be available. Please contact us on 1300 236 906 or at [email protected] to request a copy free of charge.
If you live or operate a business within one of our embedded networks, you have the right to choose your own energy retailer. This policy explains how customers supplied through an embedded network can opt out and access a retailer of their choice, in line with the National Energy Retail Law (NERL), National Energy Retail Rules (NERR), and AER (Retail) Exempt Selling Guidelines.
It covers your rights as a customer, how to initiate an opt-out request, and the additional protections available if you’re affected by family violence or rely on life support equipment. It also explains how tariffs and charges are made transparent, and what happens if a dispute arises during the process.
To download a printable version of our Embedded Network Opt-Out policy, please select the link below. Our policies are available in Plain English summaries and large-print formats. Alternative accessible formats may also be available. Please contact us on 1300 236 906 or at [email protected] to request a copy free of charge.
Disconnection is always a last resort. This policy sets out the principles and processes SEAC Energy follows for disconnecting and reconnecting customers, in accordance with the National Energy Retail Law (NERL), the National Energy Retail Rules (NERR), and Australian Energy Regulator (AER) guidelines.
It explains the grounds on which a premises may be disconnected, the steps we must take beforehand, and the restrictions that apply — including additional protections for customers experiencing hardship, family violence, or who rely on life support equipment. It also covers how reconnection is prioritised once the issue is resolved.
To download a printable version of our Life Support Policy, please select the link below. Our policies are available in Plain English summaries and large-print formats. Alternative accessible formats may also be available. Please contact us on 1300 236 906 or at [email protected] to request a copy free of charge.
A Practical Guide to Solar Connections for Embedded Networks in Queensland
Thinking about installing solar or a battery system in an embedded network? The process is a little different from a standard residential connection, so this guide explains what you need to know and takes you through each step.
Prepared for residents, body corporates, solar installers, embedded network operators (ENOs) and embedded network managers (ENMs), this practical guide explains how solar and battery connections are assessed and approved within embedded networks in Queensland — from obtaining the right approvals, through Energex’s 7-step connection process, to final metering sign-off. It also covers capacity thresholds, roles and responsibilities, and answers to frequently asked questions.
To download a printable version of the fact sheet, please select the link below. This fact sheet is available in Plain English summaries and large-print formats. Alternative accessible formats may also be available. Please contact us on 1300 236 906 or at [email protected] to request a copy free of charge.