The code of practice places enforceable obligations on retailers selling energy to Victorian consumers. This includes rules for retailers to help customers experiencing payment difficulty or who may be affected by family violence. It also regulates the way retailers can market energy offers to consumers.
Published today, the issues paperoutlines areas for review based on market trends and stakeholder insights. The review will consider existing and emerging harms to energy consumers and clarify current obligations on energy retailers.
Essential Services Commission Chairperson and Commissioner Kate Symons says the commission periodically reviews the code of practice to maintain the strength of Victorian energy consumer protections.
“This review will focus on improving protections for Victorian energy consumers. We aim to enhance existing protections for consumers experiencing vulnerability, build transparency in energy offers, and improve pricing and contract protections.
“We are seeking feedback from all interested parties about how to address key issues in the energy retail market. We especially want to hear from consumers, who will benefit from these protections,” Commissioner Symons said.
The issues paper marks the start of a year-long review process. The consultation on the issues paper is open until 19 July 2024.
There will be more opportunities to be involved in the consultation process, including when the draft code of practice is released, scheduled for early 2025.
The updated code of practice is expected to take effect from late 2025.
