Reviewing the Energy Retail Code of Practice

We are reviewing the Energy Retail Code of Practice to:

• address key actual or potential harms to Victorian consumers in a proportionate manner    
• clarify or update obligations identified as unclear or inconsistent
• advance our Getting to fair strategy by further supporting consumers experiencing vulnerability.

The Energy Retail Code of Practice sets out the rules your retailer must follow when selling you electricity or gas. It includes several obligations to protect Victorian consumers related to:

• customer contracts
• billing disputes
• assistance for residential customers facing payment difficulty or family violence
• required content of bills
• life support

In this review, we will consider the adequacy of provisions related to protections for consumers experiencing vulnerability, billing transparency and energy offers, pricing and contract protections, and general code of practice changes/other administrative updates.

Energy Consumer Reforms 

On 19 July 2024, the Energy and Climate Change Ministerial Council (ECMC) agreed to progress a package of consumer reforms. In Victoria, we will consider some of these reforms through our Energy Retail Code of Practice.

Stage one and stage two reforms

As a result of this new focus, we will divide our review of the Energy Retail Code of Practice into two stages:

• Stage one will consider the energy consumer reforms proposed by the ECMC. We expect to make a final decision for this first stage by June 2025.
• Stage two will address other issues raised in response to our issues paper. We expect to make a final decision for the second stage of our review by early 2026.

Upcoming engagements

Workshops

To ensure that the proposed rule changes are informed by diverse perspectives and experiences, we will conduct workshops with representatives from industry, consumer groups, and community stakeholders. These workshops will provide a platform for open dialogue and discussion, allowing participants to share their insights, concerns, and suggestions for achieving the desired outcomes of the proposed rule changes.
 

Written feedback

You are invited to submit written feedback to the stage one reforms of our review via Engage Victoria by 5.00pm on 26 November 2024.

We will continue to proactively engage with the community, industry, community organisations and advocacy groups, government departments and agencies through individual meetings as this review progresses. We can be contacted via email, mail or phone.

• Email: energyreform@esc.vic.gov.au
• Mail: Essential Services Commission, Level 8, 570 Bourke Street, Melbourne Victoria 3000
• Phone: +61 3 9032 6290

We are also open to meeting with you to discuss specific feedback and encourage you to get in touch to discuss this option.

On 6 November 2024, we held an online information session where we provided information and highlighted key issues for stakeholder feedback on the first stage of our review. 

A recording of the information session is available below:

The presentation slides used during the information session are available for download.

Issues paper

On 6 June 2024, we released a paper outlining areas for review based on market trends and stakeholder insights. We sought submissions and feedback through Engage Victoria and consultation closed on 19 July 2024. 

We published a summary of stakeholder submissions received to our issues paper. Public submissions to the issues paper are available in the resources section.