We are reviewing the protections for customers within the code, such as when customers can be compensated for low reliability. This is part of a broader code review.
Customer protections in the Electricity Distribution Code (2019 review)
Draft decision7 May 2020
Submissions close2 July 2020
Final decisionSecond half of 2020
As part of our Electricity Distribution Code review, we are reviewing the customer protection framework for electricity customers.
The code has service standards to protect customers as they interact with the electricity network. We want to ensure they remain fit for purpose and reflect customer expectations as the electricity sector undergoes change and modernisation. The customer service standards include:
- the guaranteed service level scheme - this includes financial recognition for customers who receive low supply reliability and qualify for payments, where customers experience delays with new connections or where distributors are late to scheduled appointments
- communication requirements for planned outages - distributors must provide minimum levels of notification to customers about scheduled works.
Key facts from our proposal
Planned outage communications
Our proposal will facilitate better information exchange between retailers, distributors and ultimately with customers.
We are also proposing to modernise the way distributors can communicate planned outages to customers. This includes improving the information customers receive about planned outages and ensuring customers know when planned outages are cancelled in many circumstances.
Distributors will also have flexibility to interrupt supply at short notice if certain conditions are satisfied.
Guaranteed service level scheme
The proposed rules will also modernise our guaranteed service level scheme to:
- ensure it remains fit for purpose and captures customers who receive the poorest service from their distributor
- update the value of payments and payment thresholds
- ensure customers receive timely payments.
New reporting requirements
Our proposed reporting reforms would require distributors to report to us on:
- the time it takes to process embedded generation applications and connect solar and battery systems
- all guaranteed service level data they currently provide to the Australian Energy Regulator.
We expect the reforms to come into effect from 1 November 2020 for electricity retailers and 1 January 2021 for electricity distributors.
However, we are conscious of the current coronavirus pandemic and its impacts on the energy industry and the Victorian community. Accordingly, we will continue to monitor the situation and re-evaluate the commencement of these proposed reforms as needed.
We also welcome stakeholder feedback on our proposed commencement timeframes.
How to make a submission
We are seeking feedback on our draft decision. Submissions should be made by 5.00 pm on 2 July 2020.
To make a submission on this paper please go to Engage Victoria's website.
If this presents an issue please email us at email@example.com to discuss other options for making a submission.
All submissions come under the commission’s submissions policy.
Enquiries about the Electricity Distribution Code review can be sent to: firstname.lastname@example.org.
Draft decision document
Stakeholder workshop slides
The code has many different areas to consider. Throughout 2019-20 and beyond, we are engaging with many different stakeholders as we consider the matters outlined for review.
If you would like to receive direct updates and notifications about our project, please email email@example.com.