EnergyAustralia explicit informed consent enforceable undertaking 2022

We accepted an enforceable undertaking from EnergyAustralia about obtaining explicit informed consent from energy customers.

EnergyAustralia’s enforceable undertaking for explicit informed consent

EnergyAustralia allegedly failed to obtain explicit informed consent from some electricity and gas customers who entered into contracts with EnergyAustralia between 12 June 2020 and 31 January 2022.

Under the enforceable undertaking, EnergyAustralia will:

• review and improve its training program, including introducing biannual training about Victoria’s explicit informed consent requirements.
• increase the number of quality assurance checks undertaken as part of its quality assurance program
• appoint an independent person with expertise in Victoria’s energy laws to complete a review of the practises and controls used for obtaining consent from customers.
• appoint an independent auditor to complete a review of the implementation of the actions in the undertaking and provide that report to the commission.