Red Energy and Lumo Energy explicit informed consent enforceable undertaking 2022

We accepted an enforceable undertaking from Red Energy and Lumo Energy about obtaining explicit informed consent from energy consumers.

Red Energy and Lumo Energy’s enforceable undertaking for explicit informed consent

Red Energy allegedly failed to obtain explicit informed consent from some electricity and gas customers who entered into contracts with Red Energy between 24 August 2018 and 13 December 2019.

Lumo Energy allegedly failed to obtain explicit informed consent from some electricity and gas customers who entered into contracts with Lumo Energy between 24 August 2018 and 13 December 2019.

Under the enforceable undertaking, Red Energy and Lumo Energy will:

• Conduct annual training about obtaining explicit informed consent for new electricity and gas connections customers
• Conduct regular quality assurance checks for obtaining explicit informed consent for new electricity and gas connections customers
• 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.