Consumer protections central to Victoria’s independent energy regulator’s 2024–25 compliance and enforcement priorities

The Essential Services Commission, Victoria’s independent energy regulator, has released its 2024–25 compliance and enforcement priorities. The priorities reflect the commission’s ongoing focus on protecting Victorian consumers.

Commissioner Sitesh Bhojani says the commission takes an active approach to compliance and enforcement to protect the long-term interests of Victorian consumers.

‘We have released our compliance and enforcement priorities for 2024–25, which apply to Victorian energy businesses and participants in the Victorian Energy Upgrades (VEU) program.

‘These priorities address key strategic areas of focus identified in the Victorian energy market and VEU program. The commission has an enduring priority to protect consumers experiencing vulnerability. 

‘We will continue to engage with businesses to help them understand and meet their obligations. 

‘Our 2024–25 compliance priorities reflect our key focus areas over the next year, however we will continue our active compliance monitoring program across all of Victoria’s energy and VEU rules. Where non-compliance is detected, we will continue to take appropriate enforcement action that protects consumers and promotes industry compliance,’ Commissioner Bhojani said.

In 2023–24, the commission took enforcement action against 12 energy companies and 10 VEU program participants over alleged breaches of Victoria’s energy laws and consumer protections.

The commission filed proceedings in the Supreme Court of Victoria against two energy retailers, issued more than $2.2 million in penalties to energy businesses, and accepted four court enforceable undertakings. One VEU program participant was suspended from the program for 20 business days, and two participants had conditions placed on their accreditation.

Energy compliance and enforcement priorities for 2024–25

The commission’s 2024–25 compliance and enforcement priorities for the energy sector put energy businesses on notice about the key areas of focus for the next year and seek to promote transparency and competition in the Victorian energy market.

This year’s priorities will help consumers who may be experiencing vulnerability, particularly in the current climate of increased cost of living pressures.  

The 2024–25 compliance and enforcement priorities for energy are:

• Disconnections for non-payment
• Payment difficulty framework
• Statutory land access powers
• Consumer protections during widespread unplanned outages and emergency management 
• Gas connection abolishment  

Read the commission’s full energy compliance and enforcement priorities for 2024–25 online now.

Victorian Energy Upgrades program compliance and enforcement priorities for 2024–25  

The 2024–25 compliance and enforcement priorities are informed by current risks in the VEU program.

Priorities are focused on protecting consumers, upholding program integrity and providing consumers with a positive experience of the program. 

The 2024–25 compliance and enforcement priorities for VEU are:

• Telemarketing and doorknocking
• Heat pump water heater installations
• Baseline manipulation  

Read the commission’s full VEU program compliance and enforcement priorities for 2024–25 online now. The 2024-25 priorities join the enduring compliance and enforcement priorities for the VEU.