Origin pays $1.597M in penalties for failing to comply with family violence provisions

Origin Energy companies have paid penalty notices totalling $1,597,668 for alleged breaches of family violence provisions in Victoria’s energy rules.

Victoria has some of the nation’s strongest protections for utility customers affected by family violence. They prohibit retailers from disclosing the customer's information to third parties without consent and require them to consider the potential impact of debt recovery on those customers.

The Essential Services Commission served the penalty notices on Origin Energy (Vic) Pty Ltd and Origin Energy Electricity Limited for alleged conduct in relation to 54 customers: 

• disclosing confidential information of 16 family violence affected customers without their consent, in 21 instances. 
• taking debt recovery action against 38 family violence affected customers without considering the potential impact on them. 

The alleged breaches took place between June 2021 and March 2024. 

Essential Services Commission Chairperson Gerard Brody said Origin’s conduct was disappointing and highlighted the need for a continued focus on supporting customers who had experienced family violence.

“Victoria has some of the nation’s strongest protections for utility customers affected by family violence. This penalty shows the Essential Services Commission is determined to ensure retailers follow those rules,” he said.

“Energy and water businesses are legally obliged to protect customer information, ensure access to payment assistance, and provide customers with connections to specialist family violence services. The vast majority do.

“The Essential Services Commission has a long-standing commitment to protecting utility customers experiencing vulnerability and has recently partnered with leaders in family violence and economic abuse to better support people experiencing family violence.” 

Background

If you have a complaint about your energy business contact:

• your energy business directly — if the issue can’t be resolved at the first point of contact, ask for it to be escalated to a more senior manager.
• the Energy and Water Ombudsman (Victoria) for a free and informal dispute resolution service if you cannot resolve the issue with your water business yourself.

If you or someone you know is affected by family violence: 

• Are You Safe at Home? provides resources around family violence and where to go for help.
• The national counselling helpline provides confidential information, counselling, and support services. Call 1800 737 732 (1800RESPECT).