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
- Consultation on issues paper6 June - 19 July 2024
- Consultation on energy consumer reforms discussion paper opens24 October 2024
- Public information session6 November 2024
- Consultation for energy consumer reforms closes26 November 2024
- Stage 1 Regulatory Impact StatementApril-May 2025
- Stage 1 final decisionAugust 2025
- Stage 2 consultation beginsMid-late 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
- further support consumers experiencing vulnerability.
The review is split into two stages.
- Stage one considers the energy consumer reforms proposed by the Energy and Climate Change Ministerial Council (ECMC) in July 2024.
- Stage two will review additional reforms including those discussed in our issues paper published in June 2024.
We are currently in stage one of the review and are considering stakeholder feedback on the Energy Consumer Reforms: Discussion paper. This feedback will inform a Regulatory Impact Statement with preferred options to implement the reforms proposed by the ECMC. The Regulatory Impact Statement is expected to be released for public consultation by April/May 2025.
Stage one reforms
Automatic best offer for customers experiencing payment difficulty
We are assessing options for retailers to automatically move customers experiencing payment difficulty to the deemed best offer. We are currently considering who should be eligible for this reform and how it should be implemented.
Improving the ability to switch to the best offer and access to cheaper offers
We are assessing how to make it easier for customers to move to the best offer and access cheaper plans.
Extending protections for customers on legacy contracts and those paying high prices
We are assessing how to enhance protections for customers on older contracts paying significantly higher prices for energy and whether we should extend reforms from our 'Ensuring contracts are clear and fair' decision to contracts entered into before 1 July 2020. This would mean that all contracts would be subject to a cap on pay-on-time discounts and any contract with an existing benefit would be extended to the duration of the contract.
Improving the application of concessions on bills
We are assessing how retailers could proactively seek and obtain information about customers' concession eligibility.
Improving the awareness of independent dispute resolution services
We are assessing if retailers should be required to include the phone number for the Energy and Water Ombudsman Victoria on the front page of bills.
Next steps
Stage one
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.
Stage two
We will be consulting on the remaining package of reforms from mid-late 2025.
Energy consumer reforms consultation
Energy Consumer Reforms discussion paper
On 24 October 2024, we released our discussion paper on the energy consumer reforms proposed by the ECMC.
Stakeholders were able to provide their feedback in the form of written submission via Engage Victoria or by making general comments over email, mail or phone.
Our consultation process closed on 26 November 2024.
We received a total of 20 written submissions which can be found below.
Consultation workshops
We held two consultation workshops, one online on 5 December 2024 and an in-person workshop on 10 December 2024.
In these workshops we engaged with representatives from industry, consumer groups, and community stakeholders. These workshops provided 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.
Information session
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:
Submissions on the Energy Consumer Reforms discussion paper
Issues paper consultation
Information session
On 4 July 2024, we also held an online information session where we provided information and highlighted key issues for stakeholder feedback.
A recording of the information session is available below:
The information session and the content of the presentation is available for general information purposes only and does not constitute legal or other professional advice. The information session provided a summary of the Energy Retail Code of Practice review and some proposed reforms under consideration. Information contained within this recording is not intended to be relied upon as a reference to a electricity or gas retail licensee’s obligations under the Energy Retail Code of Practice. While the commission has made every reasonable effort to provide accurate information, you should obtain professional advice if you ever have any specific concern before relying on the accuracy, currency or completeness of this information.
Submissions on the issues paper
We received twenty-eight written submissions and twenty-six survey submissions on the discussion paper. We have published a consultation summary as well as copies of these submissions below.