Your Rights, Entitlements & Obligations
Your Rights, Entitlements and Obligations
This is a summary of your rights, entitlements and obligations under your contract with us for the sale of electricity to your property and other products and services that we may provide you. More detail can be found in your contract.
This summary applies to you if:
- you have entered into a contract with us for sale of electricity to you at Mojo Rates. This is what we call our Mojo Market Contract.
- you have entered into a contract with us for the sale of electricity to you at our Standard Rates and Charges. This is what we call a Standing Offer Contract.
2. What makes up your contract?
If you are a customer under our Mojo Market Contract, your contract will comprise the contract terms, payment terms, Energy Price Fact Sheet, electronic sign up information that you provided at mojopower.com.au at the time you signed up to the Mojo Market Contract and the welcome email we send to you confirming your contract. These documents were delivered to you at the time you signed up, but may be subject to change in accordance with the contract.
If you are a customer under the Standing Offer Contract, your contract will comprise the Standing Offer Energy Price Fact Sheet and the contract terms prescribed by regulations, both of which are available here
3. Will your contract change?
A Mojo Market Contract may be varied by us in accordance with the terms of the contract. This will include variations to the Mojo Rates and other rates and charges, variations resulting from changes in law or other changes where we have given written notice to you as permitted under the contract or where you and we otherwise agree. The terms of the Standing Offer Contract are prescribed by regulations and can only be varied by us in accordance with those regulatory requirements.
4. Why do we need to access your property?
You will need to provide us, your Distributor, the Meter Provider and Metering Data Provider with safe and convenient access to the meter on your property so that it can be replaced, read, maintained and/or energised. If you don’t provide us with this access, we will bill you for your estimated usage. We may charge you an additional fee if you ask for a bill based on your actual usage and require us to have a special read of your electricity meter.
5. What do you have to pay?
If you are a customer on our Mojo Market Contract, your fees and charges will be set out in your contract, specifically in the contract terms and Energy Price Fact Sheet.
If you are a customer under the Standing Offer Contract, your fees and charges are set out in the Standing Offer Energy Price Fact Sheets for your Distribution area as published here
6. When will you receive a bill?
You will receive a bill from us once a month following the time you start receiving electricity under your contract.
7. How we calculate your bill
Your bill will be based on the amount of electricity you use during a billing period (in addition to other fixed amounts such as the daily supply charge and if applicable, the EnergyPass® and credits from the redemption of Mojo Points). We can only determine your electricity usage through an actual meter read or an estimate calculated under regulatory requirements. Your contract sets out the fees and charges in more detail.
8. How to pay your bills
If you are a customer on our Mojo Market Contract, we will arrange for the payment of the amount owed under your bill on the due date for payment by using the PayPal, direct debit or credit card details you provide to us. If a payment is declined, any related fees imposed on us are payable by you and may be included in a later bill. If your PayPal, direct debit or credit card details change or expire, you must provide us with updated details as soon as possible, which can be done through your MyMojo online account.
If you are a Standing Offer Contract customer, we will provide you options to pay within the regulatory requirements.
In all cases we provide you with options to pay your bills. This information is available on your bills.
Payment options are available to you. You should let us know as soon as you think you may have financial difficulties in paying your bill so we can be of assistance to you.
10. When will we ask you to provide a security deposit
We will only ask you to provide a security deposit on the basis of your creditworthiness and if we can under the regulatory requirements. We can only manage and use these funds if it is within the regulatory requirements. More information on this is set out in your contract.
We will only arrange for your property to be disconnected if we follow the process in your contract and regulatory requirements. It is important that you notify us of financial difficulties or life support equipment being used at your property as this will affect the disconnection process.
Reconnection of your property will occur in accordance with the process set out in the regulatory requirements.
You can notify us of your upcoming move by contacting us at email@example.com. We will need at least 5 business days’ notice if you are a customer under our Mojo Market Contract.
13. Want to end your contract?
You can cancel your contract by contacting us or sending a Cancellation Form to us (a copy of the form is available here). Your contract will then end after the relevant period set out in your contract.
14. How can we end your contract?
We can only end your contract if it we do so in accordance with your contract and regulatory requirements. Your contract sets this out in further detail.
15. How your personal information will be used
16. Complaints and enquiries
We will follow our complaints process for all complaints and inform you of the outcome. A copy of our complaints policy is available at here.
If you are not satisfied with our response, you may contact the Energy & Water Ombudsman in your state:
- Energy & Water Ombudsman NSW at firstname.lastname@example.org
- Energy & Water Ombudsman Queensland at email@example.com
- Energy & Water Ombudsman Victoria at firstname.lastname@example.org
Version 4.0 November 2017