Access resources that impose certain obligations on Victorian electricity and gas businesses.
Electricity and gas codes, guidelines and policies
Protections for customers during the coronavirus pandemic
Since the start of the pandemic we have worked closely with energy businesses to provide appropriate support for customers. This includes restrictions on disconnecting customers where there are health and safety concerns and in recognition that it is a time of vulnerability and financial stress for many people.
In March 2021, we provided advice to energy retailers regarding disconnection and debt collection practices during the coronavirus pandemic. This advice applies from 1 April 2021 until 30 June 2021.
In June 2021, we removed the temporary measures we had in place. We have published standing advice that will apply whenever Victoria or parts of Victoria are subject to ‘stay at home’ restrictions from 1 July 2021 onwards. We also expect that if a retailer or distributor becomes aware that a residential customer is isolating or quarantining, they must not take steps to disconnect the customer.
View our ‘Supporting energy customers through the coronavirus pandemic’ decision for more information about our reforms to support residential and small business customers in managing their energy bills through the pandemic.
Some of our codes and guidelines apply to the electricity and gas industries, while others only apply to one industry. You can view relevant pending or previous amendments for certain resources, as well as any related reviews or consultations.
Read market performance and reporting information on how well regulated businesses comply with these codes and guidelines.
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.
This code regulates distributing and connecting electricity to customers. It also covers embedded generating units (such as solar panels) and transferring electricity between distribution systems.
View all of our family violence resources including our better practice guide, and a research report on outcomes for customers following changes to the water customer services codes.