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•  Module1coversMarketingRisksi.e.Howyoushouldcorrectlypromoteenergyoffersandservices,

•  Module2looksatwhatyourlegalobligationsarewhenyourefercustomerstoourEnergypartner,

•  Module3coversthePrivacyActandhowtoprotectyourcustomer’sprivacy.•  Onceyouhavecompletedall3modulesandunderstoodthecontent,youwill

needtocompleteModule4,whichisashortquizwith10multiple-choicequestions.Youwillneedtoachievea100%passratei.e.Answerallquestionscorrectlybeforeyouareauthorisedtosellenergyservices.Youmayattemptthequizasmanytimesasyouwish.Onceyouhavesuccessfullycompletedthequiz,theEnergysectionofyourPersonalIBOWebsitewillbeunblockedandyourcustomerswillbeabletoproceedwithorderingenergyservicesonline.

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’snowtakealookatsomeexamples…

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Canyousay-“YouwillbeabletoavoiddailysupplychargesifyousignupwithClickEnergy”?No.Thisisafalsestatementandconstitutesmisleadinganddeceptiveconductbecausethisisuntrue.

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Canyousay-“ClickEnergydiscountsapplytodailysupplychargesaswellasusagecharges”?Yes.ThisisatruthfulstatementbecauseClickdiscountsdoapplytousageandsupplycharges,thereforethestatementisnotmisleadingordeceptive.Nowlet’stakealookatfalseormisleadingrepresentations…

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YoumustnotfalselyrepresentthatthegoodsorservicesprovidedbyClickEnergyare:

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

Youmustprovideinformationthatistruthful–forexample,ClickEnergycanservicecustomerswithsolarinvertersupto5kilowattsincapacity.Let’stakealookatacoupleofexamples…

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Canyousay-“IfyouconnectyourelectricitythroughClickEnergy,yourenergysupplywillbemorereliablethanwithyourcurrentretailer”?No.Thisisafalseormisleadingrepresentationbecauseenergyretailersdonotcontrolreliabilityofsupply..

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Canyousay-“WithClickEnergy,youcanchoosebetweenaplanwithdiscountsonusageandsupply,oraplanwithsimplelowrates”?Yes,thisisatruthfulstatement.Let’snowmoveonto‘UnconscionableConduct’.

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

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Avoidingunconscionableconductissimple:ü  Makesurecustomersareawareofkeytermsoftheagreementandconsequence,

ü  Provideallrequiredinformationforthecustomertomakeaninformeddecision,

ü  Itisyourresponsibilitytomakesureyouknowofanyissuesyourcustomermayhaveinunderstandingagreements.Ifyoucannotansweryourcustomer’squestions,youshouldencouragethemtocontactClickEnergy’sdedicatedACNSalesHotlineon1300567236.

ü  Ifyouthinkacustomerdoesn’tunderstandthenthesaleshouldnotproceed.Youcannottakeadvantageofaconsumerwhereitwouldbeunfairorunconscionable.Toavoidunconscionableconductyoushouldnot:×  Employhighpressuresalestacticsthatplaceunduepressureonthecustomer,×  Takeunfairadvantageofyourcustomer,×  Misadviseorignoredetailwhendisclosingtheagreement,×  Donotallowyourcustomertocompletethesaleiftheydonotunderstandthe

agreement,ignoranceisnotadefence.Let’snowmoveontothenextmarketingrisk…

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Highpressuresalestactics.Whatconstitutesahighpressuresale?Anysalemadeusingundueharassmentconstitutesahighpressuresale.Youmustneveruseundueharassmenttoconvinceacustomertobuyaproductorservicefromourenergypartner.

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Youmustavoidundueharassment.Someexamplesinclude:×  contactingacustomerafterthepermittedhourswithoutexpresspermission,

×  continuingtopitch/selltoacustomeraftertheyhaveaskedyoutostop,

×  usingobscene,discourteousorabusivelanguage.

Thisalsoincludes“DoNotContact”requests.IfacustomerrequeststhattheydonotwishtobecontactedagainbyClickEnergy,youshouldinstructthemtocontactClickEnergyandrequesttobeaddedtoClickEnergy’s“DoNotContact”list.Remember:Onlytheindividualhastheauthoritytodothis–youcannotperformthisfunctionontheirbehalf.Let’snowtakealookatfulldisclosure…

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Fulldisclosureisabouttellingthecustomerthewholestorysothattheycanmakeaninformeddecisionaboutwhichretailerbestsuitstheirneeds.

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RemembernevertostateanamountthatdoesnotfactorinthefullpriceofClickEnergyproducts.Ensurethattheinformationyouareprovidingisaccurateandthatyouaretellingthewholestory.Thekeyistodisclosethefullprice,andwithEnergy,thismeansthatindividualusageratesandservicechargescanbecomparedbythecustomerifdiscountsareexcludedandGSTisincluded.YoumustneverstateoradvertiseanamountthatdoesnotfactorinthefullpriceforClickEnergy’splans.Thereareanumberoftoolsyoushouldusetohelpensurefulldisclosure(andensurethecustomerreviewsthisinformationthemselves)

ü  EnergyPriceFactSheets(VIC)orBasicPlanInformationDocuments(NSW,SA&QLD)withexactpricing-foundontheClickportal,

ü  ClickEnergy’squotingtoolprovidesanestimateofpotentialcostandsavings

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Remember – telling the whole story means you must not make guarantees about future billing based on previous usage. Comparisons made are by definition historical – these indicate what a customer would have paid in the past and are based on past usage. Future consumption will affect the final amount billed to the customer and past consumption is not a guaranteed indicator of future usage patterns.

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Asmentionedatthestartofthismodulethetopicofcustomerprivacyisareallyimportantonesowe’llcoverthisindetailinmodule3.Let’swrapupthismodulewitharecap.

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Thereare6typesofmarketingrisksyouneedtobeawareof:ü  Breachestoanyofthekeyareasofbehavioursleadtothemajorityofcomplaints

receivedbyClickEnergyand/orthecompaniesthatClickEnergyrepresent.ü  AnyclaimsyoumakeonbehalfofClickEnergymustbeaccurate.ü  IfyoufeelyoudonothaveanunderstandingofanyoftheseissuesyouMUSTreferto

theClickEnergywebsite,quotingtool,and/ortheresourcesavailableinPacificCompass.

BreachesinrelationtotheseandanyotherbehaviouralbreacheswillresultinterminationofyourIBOAgreement.YouhavenowcompletedModule1onMarketingRisks.Ifyouareconfidentyouhaveunderstoodallofthecontentsothatyoucanpassthequizattheend,thenpleaseproceedtothenextmoduleonYourLegalObligations.<Breachesleadtothemajorityofcomplaints,butdonotalwaysresultinacomplaint.Nevertheless,abreachwillresultinterminationofyourIBOAgreement><Whetherornotacomplaintismade,abreachwillresultinterminationofyourACNIBOAgreement>

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