Jemena Electricity Networks penalty notices 2023

Jemena Electricity Networks (VIC) Ltd has paid $795,468 in penalties after we issued penalty notices on 17 May 2023.

We issued 44 penalty notices to Jemena for allegedly failing to comply with obligations that protect Victorian energy customers who need life support equipment, and who are affected by planned power outages.

The Electricity Distribution Code of Practice includes certain obligations on energy distributors once a customer has advised the distributor that a person at their premises requires life support equipment. This includes requirements on the distributor to notify retailers of information about whether a person at a customer’s premises requires life support equipment and to provide customers with life support information within prescribed timeframes.

Distributors must also give customers at least four business days’ notice, in writing, of planned interruptions to a customer’s electricity supply. This gives customers time to engage with their distribution company about their requirements, and to make alternative plans to manage their energy needs during the outage period. This is particularly important for customers who are experiencing vulnerability because they require power to use life support equipment. 

It is alleged that Jemena breached these rules by failing to notify retailers and provide a customer with life support information within prescribed timeframes, and failing to notify customers, including a customer requiring life support, of a planned interruption.