Energy contract rules to ensure a fair deal

Rules are in place to ensure you are treated fairly once you have signed on with an energy retailer.

New offer deals

If you sign up to a new offer with a discount, credit or rebate, your retailer must provide that benefit for the entire duration of the contract.

Limits on price increases

Retailers can only increase prices once a year.

For many customers, this will happen on a set date one month after network tariff prices change. Customers on fixed-price contracts will only experience any price increases on the anniversary of their initial fixed-price period expiring.

Your retailer must clearly communicate the time at which prices may change.

Capped pay-on-time discounts

We set a cap for pay-on-time discounts that applies to new contracts entered into on or after 1 July 2020. Customers on these contracts who miss a bill payment won’t face a large increase in costs.

Retailers must honour pay-on-time discounts for customers receiving tailored assistance who miss a bill payment.

Notice for bill changes

Energy retailers must notify you at least five days prior to a price or benefit change that will affect your bill.

When doing so, the retailer must include a 'best offer' message telling customers whether a cheaper plan is available, and how much the customer could save by switching.

Information to be provided with your bill

Your bill must present prices with GST included, and include information on:

• whether you’re currently on the best plan, and how much you could save by switching – at least quarterly for electricity bills, and at least every four months for gas bills
• the Victorian Default Offer (on the front page of every electricity bill) including how to access it.

Find out more about the best offer information energy retailers must provide, and the Victorian energy fact sheet.

Customer read estimates

If you receive an estimated bill, you can request an adjustment by submitting a self-read of your meter prior to the bill due date. 

Take a picture of your gas meter and send it back to your company when you get an estimated gas bill, so you can get a more accurate bill.

Back-billing to reclaim on undercharged amounts

If your retailer has undercharged you on previous bills, you may be back-billed.

You can currently be back-billed up to four months by your retailer if you have been undercharged, unless you were at fault.

Changes to the back-billing rules came into effect on 1 January 2021.

Got a question?

If you have a complaint you are not able to resolve with your energy company, you can call the Energy and Water Ombudsman Victoria on 1800 500 509.

If you have a question about how energy companies must follow our rules, you can contact us.