Overview

We are reviewing the Energy Retail Code of Practice to:

• address key actual or potential harms to Victorian consumers in a proportionate manner    
• clarify or update obligations identified as unclear or inconsistent
• further support consumers experiencing vulnerability.

The review is split into two stages. 

• Stage one considers the energy consumer reforms proposed by the Energy and Climate Change Ministerial Council (ECMC) in July 2024.
• Stage two will review additional reforms including those discussed in our issues paper published in June 2024. 

We are currently in stage one of the review and are considering stakeholder feedback on the Energy Consumer Reforms: Discussion paper. This feedback will inform a Regulatory Impact Statement with preferred options to implement the reforms proposed by the ECMC. The Regulatory Impact Statement is expected to be released for public consultation by April/May 2025.

Stage one reforms 

Automatic best offer for customers experiencing payment difficulty

We are assessing options for retailers to automatically move customers experiencing payment difficulty to the deemed best offer. We are currently considering who should be eligible for this reform and how it should be implemented. 

Improving the ability to switch to the best offer and access to cheaper offers

We are assessing how to make it easier for customers to move to the best offer and access cheaper plans. 

Extending protections for customers on legacy contracts and those paying high prices 

We are assessing how to enhance protections for customers on older contracts paying significantly higher prices for energy and whether we should extend reforms from our 'Ensuring contracts are clear and fair' decision to contracts entered into before 1 July 2020. This would mean that all contracts would be subject to a cap on pay-on-time discounts and any contract with an existing benefit would be extended to the duration of the contract.

Improving the application of concessions on bills

We are assessing how retailers could proactively seek and obtain information about customers' concession eligibility. 

Improving the awareness of independent dispute resolution services 

We are assessing if retailers should be required to include the phone number for the Energy and Water Ombudsman Victoria on the front page of bills. 

Next steps

Stage one 

We will continue to proactively engage with the community, industry, community organisations and advocacy groups, government departments and agencies through individual meetings as this review progresses. We can be contacted via email, mail or phone.

• Email: energyreform@esc.vic.gov.au
• Mail: Essential Services Commission, Level 8, 570 Bourke Street, Melbourne Victoria 3000
• Phone: +61 3 9032 6290

We are also open to meeting with you to discuss specific feedback and encourage you to get in touch to discuss this option.

Stage two 

We will be consulting on the remaining package of reforms from mid-late 2025.