Annual Report 2019-20

We measure our performance against our operational goals, as outlined in our three-year strategy. Our goals help ensure we continuously measure and improve how we operate.

Here is a summary of our main achievements for 2019–20 and how we have promoted the long-term interests of Victorians.

Objective 1: We will be a strong and fair regulator who is trusted to deliver what is in the best interests of consumers

• We issued more than 150 energy industry penalty notices, ensuring that energy companies work in the best interest of customers and uphold their rights.
• Life support customers will receive more comprehensive information about their rights and the new processes to help ensure they receive protections when they need it with our energy retail reforms.
• In November 2019, we made our first determination, to setting the Victorian default offer.
• We have begun work on our vulnerability strategy which will allow us to better reflect the voices of those experiencing vulnerability in our regulatory processes.

Objective 2: We will be an active and innovative regulator that solves real problems

• From 1 July 2020, a suite of energy reforms came into place to ensure clear and fair contract periods, practices and variations are in effect.
• Our audit program focused on customer entitlements to ensure Victorians get fairer outcomes in the energy market.
• In 2019 we released our revised edition of the better practice guide for family violence which supports water and energy businesses to implement safe and effective responses to customers needing family violence assistance.
• We supported 36 businesses install more than 5 million LED lights, meaning households and businesses will save money and reduce their greenhouse gas emissions.
• We held 28 events online to ensure consumers and regulated industry could engage directly with us during the coronavirus pandemic.

Objective 3: Regulated businesses deliver value for customers

• We’ve issued 12 new energy licences to ensure Victoria’s demand for energy is met.
• The cost to customers of missing a bill has been capped since 1 July 2020 – meaning energy retailers were prevented from imposing excessive charges for missing a bill.
• In June 2020, we released our final pricing decisions on South Gippsland, Western and Goulburn Murray Water which will see customers benefitting from improved services and investment in areas they value most.
• We completed our annual tariff approvals for 17 water businesses to ensure businesses are transparent, accountable, and operating within the requirements of our codes and price determinations.
• We set the taxi non-cash payment surcharge at four per cent (down from five) meaning customers will benefit from cost efficiencies achieved by the industry.

Objective 4: We will deliver regulatory services effectively and efficiently

• We have actively exercised our legislative powers to ensure compliance with the regulatory framework in the energy sector.
• In December 2019 we released our revised annual urban water performance report which compares businesses’ performance on specific key indicators, such as billing and customer service matters.
• We released our first water outcomes report under our PREMO pricing framework.
• We published our annual compliance reports on local councils, showing that all councils complied with the state’s rate cap or a variation approved by us.
• We checked over 30,000 activities in the Victorian Energy Upgrades program to ensure the integrity of the program.
• We hosted 28 events with more than 1,200 registered attendees to ensure all Victorians can have their say on our work.