Energy bill help on the rise – more households access payment assistance under Victoria’s energy consumer protections framework

A record number of Victorian households accessed tailored payment assistance in 2022-23 according to the latest Victorian Energy Market Report, published today by the Essential Services Commission.

The annual report covering the 2022-23 reporting period found more electricity and gas customers accessed tailored payment assistance from their energy retailers compared with 2021-22, and those receiving tailored assistance found it harder to pay down their arrears. There was also an increase in disconnection warning notices to consumers that were behind on payments, leaving them at risk of disconnection. Despite this, fewer customers were disconnected for not paying their energy bills compared with 2021-22.

Chairperson and commissioner Kate Symons says customers who are struggling to pay their bills are entitled to help from their energy retailers. “Under the energy payment difficulty framework, energy retailers are required to help customers to access payment plans, concessions, rebates and available grants,” Commissioner Symons said.

“Customers who are receiving payment assistance from their energy retailer or who owe less than $300 in arrears are protected from being disconnected for non-payment, so it’s important that customers and retailers engage early. If you’re having trouble paying your energy bills, contact your energy retailer to access the payment assistance you are entitled to.”

Making sure energy companies comply with Victoria’s energy payment difficulty framework and rules relating to disconnections of customers are compliance and enforcement priorities for the commission.

“We strongly encourage energy companies to continue to meet all their obligations to consumers under the Victorian energy rules, and we are closely monitoring their compliance,” Commissioner Symons said.

The report showed the commission took 187 compliance and enforcement actions to hold regulated energy businesses to account and uphold the rights and protections of Victorian energy customers in 2022-23, with energy companies paying $1.65 million in penalties issued by the commission.