We are setting new standards for bills and marketing materials to help customers navigate the energy market more effectively.
Electricity and gas retail markets review implementation 2018 (bills and marketing)
Final decision (part 1)30 October 2018
Technical draft decision (part 2)12 March 2019
Final decision (part 2)March 2019
Technical submissions close9 April 2019
Final technical decision (part 2)May 2019
We are making changes to bills and marketing rules to help customers navigate the energy market more effectively. This overview page features the latest documents from our work. The tabs on this web page have all the resources we've produced as part of our work in this area.
We're completing this work in two parts
|Part 1: Keeping customers informed||Complete||We focused on ways to keep customers informed of best offers and changes that impact bills. Our final decision on these rule changes was completed in October 2018 with the release of our final decision Building Trust Through New Customer Entitlements in the Retail Energy Market and the new rules will come into effect on 1 July 2019.|
|Part 2: A new Victorian energy fact sheet for customers||Ongoing||We're focusing on introducing a new Victorian energy fact sheet to help customers compare plan information and provide their own meter reads to retailers. Between December 2018 and March 2019, we published a draft decision on these rule changes at a high level and at a technical level. The new rules are due to come into effect on 1 July 2019.|
Send us feedback on our technical draft decision
You can send us your submission on our Technical consultation on the Victorian energy fact sheet: draft decision until 5pm, Tuesday 9 April 2019.
Send your feedback, marked 'Submission to technical consultation on the Victorian energy fact sheet', to RetailEnergyReview@esc.vic.gov.au, or by mail to:
Essential Services Commission
Level 37, 2 Lonsdale Street
Melbourne, Victoria 3000
Part 1: Keeping customers informed
The new information disclosure rules arise from our work in implementing recommendation three from the independent retail market review. We released the final decision document for these reforms, Building Trust Through New Customer Entitlements in the Retail Energy Market in October 2018.The new rules will apply from 1 July 2019.
The new information disclosure rules include:
- 'Best offer' information for energy consumers. Retailers must tell customers on their bill whether they're on the best energy plan and how much the customer could save by switching, at least quarterly for electricity bills, and at least every four months for gas bills.
- Prior warning of bill changes. Retailers will be required to notify customers at least five days prior to price or benefit changes that will affect the customer's bill. When they do this, energy retailers must include a 'best offer' message telling customers whether a cheaper plan is available, and how much the customer could save by switching.
- Clear advice before you sign a new energy deal. Retailers will help customers navigate to a product that best suits their circumstances.
- All prices will be expressed inclusive of GST.
Part of this work involved amending the Energy Retail Code. We've included the changes in an amendments summary.
Part 2: A new Victorian energy fact sheet for customers
The new information disclosure and marketing rules arise from our work in implementing recommendation three from the independent retail market review.
We are introducing a new Victorian energy fact sheet to help customers compare plan information and provide their own meter reads to retailers. Our technical draft decision sets out the technical detail that underpins the new Victorian energy fact sheet.
The fact sheets will:
- show the expected average yearly cost for a number of typical customer households
- include a comparison table that helps to easily compare plans on the basis of the average yearly cost for range of typical customers
- be provided to customers at critical points in their decision making process, and will also be referenced in marketing material.
The customer self-read estimate will:
- enable customers to provide their own estimate to have their bill adjusted
- require retailers to give customers information to help read their meters.