WelcometotheClickEnergyaccreditationtraining.Thereare4modulestothistraining:

•  ThefirstmodulecoverstheMarketingRisksi.e.Howyoushouldcorrectlypromoteenergyoffersandservices,

•  Module2looksatwhatyourlegalobligationsarewhenyourefercustomerstoourEnergypartner,

•  ThethirdmodulecoversthePrivacyActandhowtoprotectyourcustomer’sprivacy,

•  Onceyouhavecompletedall3modulesandunderstoodthecontentsyouwillneedtocompletemodule4,whichisashortquizwith5multiple-choicequestions.Youwillneedtoachievea100%passratei.e.Answerallquestionscorrectlybeforeyouareauthorisedtosellenergyservices.Youmayattemptthequizasmanytimesasyouwish.Onceyouhavesuccessfullycompletedthequiz,theEnergysectionofyourDirectStoreFrontwillbeunblockedandyourcustomerswillbeabletoproceedwithorderingenergyservicesonline.

Somakesureyoupaycarefulattentionandmakenotes.Let’sbeginwithmodule1–MarketingRisks

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Thereare6typesofmarketingrisksyouneedtoknowabout:

1.Misleadinganddeceptiveconduct–Thisincludesincorrectoruntruthfulclaimsrelatingtoindustrychangesormakingincorrectcomparisons.2.Falseormisleadingrepresentations–Forexample,representingonecompany’sactual(physical)connectionsassuperiortoaspecificcompetitor.3.Unconscionableconduct–Forexample,sellingtocustomerswho,forwhateverreason,donothavethecapacitytounderstandthedecisiontheyaremaking.Thisincludesbutisnotlimitedto:minors,theelderly,personswithdisabilities,languagedifficultiesorculturalbarriers.

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4.Highpressuresales–Forexample,usingthreatsoraggressivebehaviour.5.Fulldisclosure-Youmustalwaystellthewholestorysothatcustomerscanmakeaninformedchoiceaboutwhichretailerbestsuitsthem.6.RespectingCustomerPrivacy–Ensuringyoudon’tignore“donotcall”,“donotknock”or“donotcontact”registers.Thistopicissoimportantwe’lllookatitseparatelyinSection3alongwithotherrelatedresponsibilitieswhendealingwithyourcustomers.

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Misleadinganddeceptiveconductmeans:×  Neversayanythingthatisuntruthful.It’sreallyimportantthatyoudonotmislead

ordeceiveacustomerorsayanythingthatislikelytomisleadordeceivethem–leavingoutanimportantfactisalsoconsideredtobemisleadinganddeceptive.

×  Youshouldnotcreateafalseimpressionorbehaveinawaythatislikelytomakeacustomerbelievesomethingthatisnotcorrect.

×  Ignoranceisnoexcuse.Itdoesn’tmatterwhetheryouintendtomisleadacustomerornot–ifyourconductaffectsthecustomersthoughtsandbeliefs,thenitisconsideredmisleading.

×  Iftheoverallimpressionleftbyyoucreatesamisleadingimpressioninthecustomer’smind-suchastotheprice,valueorthequalityofanygoodsandservices-thentheconductrisksbreachingthelawbybeingmisleadinganddeceptive.

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We’velookedatwhatyoushouldn’tdo,here’sthebehaviouryoushoulddemonstrate:ü  Beaccurateandfactualwhenpromotingoffersandservices,ü  Alwaystellthetruthandincludeimportantfactstocreateatrueimpression,ü  Considerhowyourconductaffectscustomer’sthoughtsandbeliefs,andü  Keepuptodatewithtrainingsothatyouaregivingcustomerscorrectinformation.

Let’snowtakealookatfalseormisleadingrepresentations

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YoumustnotfalselyrepresentthatthegoodsorservicesprovidebyClickEnergy:

•  ofaparticularstandard,or•  fitforaparticularpurpose,or•  sourcedfromaparticularsource,or•  applicabletoaclassorclassesofcustomers,wheninfacttheyarenot

Let’stakealookatacoupleofexamples…

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Canyousay-“IfyouconnecttoanelectricityretailerthroughClickEnergy,yourpropertywillhavebetterelectricitythanwithyourcurrentretailer”?No.Thisisafalseormisleadingrepresentationbecauseyoucannotproveitis‘better’.Betterisopentointerpretationandyouwouldhavetodoathoroughcomparisontoprovethisstatement.

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Canyousay-“ClickEnergyoffersdiscountsonusageandsupplyifyoupayyourbillsontime”?Let’snowmoveonto‘UnconscionableConduct’.

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Unconscionableconductmeanstakingadvantageofacustomer’sinabilitytounderstandtheagreement.Thiscouldbeduetothecustomer’s:age,illness,inexperience,lackofeducation,poorgraspofEnglishoranythingelsethatimpactstheirabilitytounderstandbusinessagreements,contractsormarketingoffers.

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Sowhataresomeexamplesofunconscionableconduct?×  Takingunfairadvantageofyourcustomer,×  Employhighpressuresalestacticsthatplaceunduepressureonthecustomer,×  Pleadignorance–ignoranceisnotadefenceinthesecircumstances!So,howdoyouavoidUnconscionableConductnowthatyouknowwhatitmeans?

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It’ssimple,just:ü  Makesurecustomersareawareofkeytermsoftheagreementanddirect

themtotheClickEnergymicrositeforfurtherinformation,

ü  Itisyourresponsibilitytomakesureyouknowofanyissuesyourcustomermayhaveinunderstandingagreements.

ü  Ifyouthinkyourcustomerdoesn’tunderstand,youshouldencouragethemtocontactClickEnergy’sdedicatedACNSalesHotlineon1300567236toclarifyanyquestionsorissues.It’simportantthatyourcustomersdoesnotproceedwiththesaleiftheydonotunderstand.

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Toavoidunconscionableconductyoushouldnot:×  Employhighpressuresalestacticsthatplaceunduepressureonthecustomer,×  Takeunfairadvantageofyourcustomer,×  Pleadignorance–ignoranceisnotadefenceinthesecircumstances!×  Donotallowyourcustomertoproceedwiththesaleiftheydonotfullyunderstand

theagreementtheyareenteringinto.Whatyoumustdois:ü  Makesurecustomersareawareofkeytermsoftheagreementanddirectthemto

theClickEnergymicrositeforfurtherinformation,

ü  Itisyourresponsibilitytomakesureyouknowofanyissuesyourcustomermayhaveinunderstandingagreements.

ü  Ifyouthinkyourcustomerdoesn’tunderstand,youshouldencouragethemtocontactClickEnergy’sdedicatedACNSalesHotlineon1300567236toclarifyanyquestionsorissues.

Let’snowmoveontothenextmarketingrisk…

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Highpressuresalestactics…Youmustneveruseverbalharassmenttoconvinceacustomertobuyaproductorservicefromourenergypartner.Similarlyyoumustavoidundueharassmentby:×  notcontactingacustomerafterthepermittedhourswithoutexpresspermission,

×  notcontinuingtopitch/selltoacustomeraftertheyhaveaskedyoutostop,

×  notusingobscene,discourteousorabusivelanguage.

Let’snowtakealookatfulldisclosure…

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Let’snowmoveontoFullDisclosureFulldisclosureisabouttellingthecustomerthewholestorysothattheycanmakeaninformeddecisionaboutwhichretailerbestsuitstheirneeds.

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Thekeyistodisclosethefullprice,andwithEnergy,thismeansthatindividualusageratesandservicechargescanbecomparedbythecustomerifdiscountsareexcludedandGSTisincluded.YoumustneverstateoradvertiseanamountthatdoesnotfactorinthefullpriceforClickEnergy’splans.Thereareanumberoftoolsyoushouldusetohelpensurefulldisclosure(pleasenote,thecustomermustreviewthisinformationthemselves)

ü  EnergyPriceFactSheetswithexactpricing-foundontheClickmicrosite,ü  ClickEnergy’squotingtoolprovidesanestimateofpotentialcostandsavings

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Asmentionedatthestartofthismodulethetopicofcustomerprivacyisareallyimportantonesowe’llcoverthisindetailinmodule3.Let’swrapupthismodulewitharecap.

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Thereare6typesofmarketingrisksyouneedtobeawareof:ü  Breachestoanyofthekeyareasofbehavioursleadtothemajorityofcomplaints

receivedbyClickEnergyand/orthecompaniesthatClickEnergyrepresent.

ü  AnyclaimsyoumakeonbehalfofClickEnergymustbeaccurate.

ü  IfyoufeelyoudonothaveanunderstandingofanyoftheseissuesyouMUSTrefertotheClickEnergywebsite,quotingtool,and/ortheresourcesavailableinPacificCompass.

BreachesinrelationtotheseandanyotherbehaviouralbreacheswillresultinterminationofyourabilitytoreferfuturecustomerstoACN’senergypartner.YouhavenowcompletedModule1onMarketingRisks.Ifyouareconfidentyouhaveunderstoodallofthecontentsothatyoucanpassthequizattheend,thenpleaseproceedtothenextmoduleonYourLegalObligations.

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