Reviewing the Energy Retail Code of Practice

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
• advance our Getting to fair strategy by further supporting consumers experiencing vulnerability.

The Energy Retail Code of Practice sets out the rules your retailer must follow when selling you electricity or gas. It includes several obligations to protect Victorian consumers related to:

• customer contracts
• billing disputes
• assistance for residential customers facing payment difficulty or family violence
• required content of bills
• life support

In this review, we will consider the adequacy of provisions related to protections for consumers experiencing vulnerability, billing transparency and energy offers, pricing and contract protections, and general code of practice changes/other administrative updates.

Background

We recognise that recent increases in the cost of living continue to present barriers for energy consumers. Some consumers may find themselves increasingly in a state of vulnerability, financially or otherwise. People who managed their energy bills without issue may need to monitor or consider energy consumption more actively. At the same time, the energy market is becoming highly complex. An increasing focus on future energy sources, a changing regulatory environment and an increasing volume of energy retailers may introduce additional barriers to participation and/or heighten the experience of vulnerability.

Reviewing the Energy Retail Code of Practice is crucial to address these issues and to deliver fair and more equitable outcomes for all Victorians.

Issues paper

On 6 June 2024, we released a paper outlining areas for review based on market trends and stakeholder insights. We sought submissions and feedback through Engage Victoria and consultation closed on 19 July 2024. 

We published a summary of stakeholder submissions received to our issues paper. Public submissions to the issues paper are available in the resources section.