As an IBO, one of the most important parts of the customer journey is providing accurate information and helping customers understand their energy options. While you can educate customers about available products, answer general questions, and complete an energy comparison, it’s equally important to follow the correct application process. 

By understanding and adhering to the requirements for energy referrals, particularly for customers in Victoria, you help safeguard your business, protect your customers, and support Conxxion’s ongoing partnerships with our energy providers. Following the right process ensures we can continue delivering energy services to customers across Australia. 

Scenario: Helping a Friend Sign Up for Energy the Right Way 

One of the easiest ways to grow your Conxxion business is by helping friends and family connect with everyday services they already use. However, when it comes to energy products, there are additional rules that every Independent Business Owner (IBO) must follow—particularly when acquiring Energy customers in Victoria. 

Let’s look at an example. 

Meet Sarah 

Sarah is a Conxxion IBO. 

While catching up over coffee, her friend Emma mentions that her electricity bills have been increasing and asks whether Conxxion can help. 

Sarah explains that Conxxion partners with trusted energy retailers and offers to compare Emma’s current energy plan against the available options. After completing the comparison, Sarah provides Emma with the information she needs so she can decide whether she’d like to proceed. 

So far, Sarah is doing exactly the right thing. 

What Sarah Can Do 

Sarah can: 

  • Explain the energy services available through Conxxion. 
  • Answer general questions about the products and the switching process. 
  • Complete an energy comparison for Emma. 
  • Provide information that helps Emma make an informed decision. 

Sarah’s role is to educate and provide information—not to influence or complete the application on Emma’s behalf. 

What Sarah Must Not Do 

After reviewing the comparison, Emma decides she’d like to sign up. She asks Sarah to sit with her while she completes the application in case she has any questions she doesn’t understand. 

If Sarah and Emma lived in New South Wales, Queensland, South Australia, Western Australia, the Northern Territory or Tasmania, Sarah could generally be present while Emma completes the application. 

However, both Sarah and Emma live in Victoria, where additional energy regulations apply. 

Although Sarah wants to help, she knows that remaining with Emma during the application would not comply with the Victorian customer acquisition requirements. 

For Victorian electricity and gas customers, an IBO must not: 

  • Visit or call a person for the purpose of selling an electricity product. 
  • Be present (either physically or remotely) while a customer completes an electricity or gas application. 
  • Assist a customer in completing an electricity or gas application. 

Instead, Sarah explains that Emma must complete the application independently and that she cannot remain present during the sign-up process. If Emma required any additional assistance, they can call the Conxxion dedicated line – 1800 868 606 for Alinta, and 03 9103 2904 for Sumo – Get in Touch – Conxxion Resources.

Why These Rules Exist 

These requirements are designed to protect customers by ensuring they can make their own informed decisions without influence during the application process. 

As covered in the Conxxion Customer Acquisition Code (CAC) Accreditation Training and the Alinta and SUMO Energy Accreditation Trainings, failing to comply with these requirements can have serious consequences. 

Breaches may jeopardise Conxxion’s relationships with our energy partners and could result in significant penalties for: 

  • The energy retailer (Alinta Energy or SUMO). 
  • Conxxion. 
  • The referring IBO. 

By following the correct process every time, we help protect our customers, our partners, and the future of the Conxxion opportunity.