This code sets out the rules electricity and gas retailers must follow when selling energy to Victorian customers. This page also includes guidance notes to help industry and consumers understand their existing obligations under the Energy Retail Code.
Energy Retail Code
Overview
This code sets out the rules electricity and gas retailers must follow when selling energy to Victorian customers. This page also includes guidance notes to help industry and consumers understand their existing obligations under the Energy Retail Code.
It covers areas including:
- customer contracts
- billing disputes
- payment difficulties
- contents of bills.
We review and amend the code to reflect legislative and statutory requirements, and to make sure it meets changing requirements.
This page allows you to access amendments that are yet to commence and past versions of the code.
Current version of the Energy Retail Code
Making an Energy Retail Code of Practice
We are currently working on an Energy Retail Code of Practice, which we propose to replace the current Energy Retail Code.
Previous versions
Previous versions of the Energy Retail Code
Previous amendments
Previous amendments to the Energy Retail Code
1 July 2021
These changes were introduced in stages:
1 January 2021: The ability for distributors to interrupt a customer's supply with less than four business days' notice subject to consent requirements. Transitional arrangements for the guaranteed service level scheme commence.
1 April 2021: New obligations on electricity retailers to provide better customer information to distributors.
1 July 2021: New planned outage communication requirements and guaranteed service level scheme.
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Related guidelines and guidance
We publish these guidance notes to help industry and consumers understand their existing obligations under the Energy Retail Code.
21 August 2020
This guidance note concerns the obligation to provide a contact number for complaints and disputes.
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28 October 2020
Guidance on when a retailer needs to contact a customer to give them tailored assistance information.
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28 October 2020
Guidance for a retailer engaging with a customer who has not met their payment plan.
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28 October 2020
Guidance on why retailer checks for customers on active payment plans before arranging disconnections may not be adequate.
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