Changing market conditions are behind the state energy regulator’s decision to increase the Victorian Default Offer by about five percent from 1 July 2022.
Thursday 16 July, 3:00-4:30pm (via Zoom)
Representatives from Victoria’s community support and consumer advocacy groups say the return to restrictions is already being felt in the community particularly in terms of the impact on mental health.
More than 40 representative from the help sector came together for the group’s fourth roundtable discussion since the coronavirus pandemic started.
The group heard that the risk of people having severe mental health episodes has increased with the second lock
Victoria’s energy regulator says the coronavirus pandemic means ensuring energy companies do the right thing by customers is more important than ever.
The Essential Services Commission has released its 2020-21 energy compliance and enforcement priorities today, saying it will be even more active in protecting vulnerable customers.
The priorities focus on making sure energy companies comply with customer protection rules including providing access to flexible payment plans, debt deferral and energy
More than six thousand Victorian pensioners and other concession holders have allegedly fallen victim to a computer billing error by energy giant AGL.
An investigation by the state’s energy regulator found concession customers were allegedly sent inflated energy bills in August and September 2019 after the company accidentally undercharged them earlier in the year.
Essential Services Commission chair Kate Symons says AGL has now paid penalties totalling $450,000.
Our decision to amend the codes
This paper outlines our decision to amend our water customer service codes to incorporate national support principles
5 August 2020
Decision Paper- Amending water customer service codes – adopting national principles for coronavirus support
With an increased need to stay at home raising the cost of utility bills, coupled with a downturn in the Australian economy, having a clear role for regulators to help Victorians navigate the coronavirus pandemic is more important than ever.
Access resources to help councils comply with rate caps, and view our reporting on compliance.
Guidance to help councils comply with rate caps
Access resources that help councils comply with annual rate caps.
Victorian small business and residential customers on a default electricity offer could see their annual bills reduced, under a proposal by the state energy regulator.
Thursday 17 September, 4:00-5:00pm (via Zoom)
We launched a new project to ensure vulnerable customers are a priority at a virtual forum with around 200 representatives from consumer and community groups and the energy and water sectors this week.
In launching the project, commission chairperson Kate Symons said the consumer vulnerability strategy is about ensuring the voices of vulnerable consumers are central to decision making.
A new report shows Victoria’s water businesses have largely delivered on their promises to customers over the past year, despite facing challenges from the summer bushfires and the coronavirus pandemic.
13 November 2020
Proposed evidence requirements and clarification on decommissioning requirements for activity 34
(pdf, 278.68 KB)
Proposed changes to evidence requirements for high bay product replacements
We have recently conducted an audit investigation
Victorians will have the option of getting a text message or an email instead of a letter notifying them about planned outages in changes to the state’s electricity distribution code.
View our determinations
Download a list of all the determinations we have made under section 36 of the Victorian Energy Efficiency Target Regulations (2018).
16 July 2024
List of determinations made by the commission
(pdf, 177.24 KB
This guidance note is no longer in force.
A new report shows Victoria’s water businesses responded to the needs of their customers in a year that saw more needing help because of bushfires and the coronavirus pandemic.
We completed our review of the maximum taxi non-cash payment surcharge in Victoria. This surcharge applies when a taxi passenger pays for a fare using non-cash payment transaction options including credit, debit and charge card.
Our decision is to maintain the maximum taxi non-cash payment
The Essential Services Commission has called on industry to put consumers at the centre of the energy system in its latest quarterly report.
… water bills to rise below inflation for most victorian households 30 june 2022 water bills will rise over 2022–23, but increases will be below inflation for most victorian residential customers. the essential services commission has confirmed the prices … (owner occupier) based on average consumption of 150kl p.a. averages and bill change amounts may not reconcile due to rounding. water business average consumption (kl p.a.) 2021–22 annual bill 2022–23
The Essential Services Commission has proposed an increase to the maximum fares payable by passengers hailing a taxi from the street or at a taxi rank to address higher running costs and taxi driver shortages.
The commission is reviewing the maximum fares that can be charged for ‘unbooked’ taxi services, and has released a draft decision that proposes to increase maximum fares by 10.4 per cent for unbooked taxi trips.
Unaccounted for gas (UAFG) is the difference between the measured quantity of gas entering the gas distribution system from various supply points and the gas delivered to customers.
With the current benchmarks set to expire at the end of 2022, we have published our final decision. This sets updated benchmarks to apply to gas distributors (Australian Gas Networks, AusNet Services and Multinet Gas) for the next regulatory period from 1 July 2023 to 30 June 2028.
The final