Blue NRG Pty Ltd penalty notices 2024

Blue NRG Pty Ltd (Blue NRG) has paid a total of $436,176 in penalties after we issued penalty notices on 2 February 2024.

We issued penalty notices to Blue NRG after it allegedly failed to credit guaranteed service level payments to 427 customers within the required timeframe, between July 2021 and June 2022.

Electricity distributors in Victoria must meet minimum service levels for customers, known as guaranteed service levels. These guaranteed service levels cover events such as low supply reliability, delayed connections or where distributors are late to scheduled appointments. 

When distributors fail to meet these standards, they must make guaranteed service level payments to affected customers. Distributors make these guaranteed service level payments to the customer’s electricity retailer. The Energy Retail Code of Practice requires retailers to apply these payments to customer accounts within the prescribed timeframe.

It is alleged Blue NRG breached these rules by allegedly failing to pass on these guaranteed service level payments within the required timeframe.