We are reviewing the Energy Retail Code of Practice to support ongoing protections for Victorian electricity and gas customers.
Reviewing the Energy Retail Code of Practice
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Consultation on issues paper opens6 June 2024
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Information session4 July 2024
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Consultation on issues paper closes19 July 2024
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Consultation on draft decision – Regulatory Impact Statement opensBy early 2025
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Consultation on draft decision – Regulatory Impact Statement closes
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Final code of practice and final decision releasedMid-2025
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Updated code of practice takes effectLate 2025
Overview
Overview
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.
Background
We recognise that recent increases in the cost of living continue to present barriers for energy consumers. Some consumers may find themselves increasingly in a state of vulnerability, financially or otherwise. People who managed their energy bills without issue may need to monitor or consider energy consumption more actively. At the same time, the energy market is becoming highly complex. An increasing focus on future energy sources, a changing regulatory environment and an increasing volume of energy retailers may introduce additional barriers to participation and/or heighten the experience of vulnerability.
Reviewing the Energy Retail Code of Practice is crucial to address these issues and to deliver fair and more equitable outcomes for all Victorians.
Issues paper
On 6 June 2024, we released a paper outlining areas for review based on market trends and stakeholder insights.
How to participate
At this stage of consultation, we are seeking two types of feedback:
- insights directly from consumers about your lived experience interacting with energy retailers
- general feedback about the focus areas and proposed changes presented in our issues paper
You can provide your feedback by uploading a submission or taking the survey via the Engage Victoria website.
Alternatively, you can make general comments over 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
Consultation on our issues paper is open until 5pm 19 July 2024.
We are also open to meeting with you to discuss specific feedback and encourage you to get in touch to discuss this option.
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.
Upcoming information session - 4 July 2024
On 4 July 2024 , we are holding an open information session providing an overview of the Energy Retail Code of Practice review. We will be addressing key timelines, our proposed review process and the key themes of the review including topics including:
- Protections for consumers experiencing vulnerability
- Supporting the choices of energy consumers
- Pricing and contract protections
- General code of practice updates and other changes
We are seeking feedback on the focus areas of the review and encourage you to get in touch at energyreform@esc.vic.gov.au.
If you wish to attend, please register via Microsoft Teams.
Next steps
After the initial round of consultation, we will review stakeholder feedback on the issues paper to help inform our draft decision. A draft Regulatory Impact Statement is expected to be released for public consultation by early 2025.