The Commission is considering changes to the Energy Retail Code aimed at providing new protections for customers who are at risk of falling into debt and being disconnected.
The proposed changes are a response to changes to Victoria’s energy industry legislation which gave the Commission a new objective:
To promote protections for customers, including in relation to assisting customers who are facing payment difficulties.
The proposed changes and responses to the consultation are detailed in the Payment Difficulty Framework: new draft decision.
May – June: Stakeholder and public forums
Friday 16 June: Submission period closes
July: Additional stakeholder forums and technical workshops (tentative)
July – August: Release of final decision
Submissions are now closed.
Public submissions are available on the Payment Difficulty Framework: new draft decision.
A series of public and stakeholder forums were held between May and July. Additional stakeholder forums may be held to reflect on the matters raised in the submissions.
In February 2016, the Commission completed its inquiry into energy hardship. The inquiry found:
- energy company hardship programs are not preventing customers from building up large debts or being disconnected,
- customers are not getting the assistance they need
- many of the current rules cannot be enforced.
The Commission’s final report of the inquiry, Supporting Customers, Avoiding Labels was released in March 2016.
- Payment Difficulty Framework: new draft decision (12)
- Payment Difficulty Framework: first draft decision (6)