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 130 October 2018
Draft decision 218 December 2018
Submissions close5 February 2019
Final decision 2March 2019
Draft decision 2
Victorian energy fact sheet to help customers compare plan information
We have released our draft decision on information disclosure and marketing, in response to recommendation 3 from the independent retail market review. We are proposing a new Victorian energy fact sheet to help customers easily compare energy plan information.
The new rules are designed to ensure customers can more confidently assess and compare plans in the retail energy market. The energy fact sheets will include a comparison tool that helps to easily compare plans on the basis of the average yearly cost for range of typical customers. The new fact sheet will be provided to customers at critical points in their decision making process, and will also be referenced in marketing material.
Our draft decision also helps customers avoid bill shock from estimated bills, by clarifying the rules around when a customer can provide their retailer with a customer read estimate.
Fact sheets for customers
We propose that all energy retailers use standardised fact sheets with basic information about their plans for quick reference. The fact sheets will show the expected average yearly cost for a number of typical customer households. Customers will be able to make an informed choice about an energy deal by comparing it against other plans on the market.
Customer read estimates
The new rules will make it easier for customers to provide a self-read of their meter to retailers.
Customers will be able to provide their own estimate to have their bill adjusted.
Retailers will also be required to give customers information to help read their meters.
Send us your feedback on our draft decision
We are seeking input from stakeholders on our draft decision and we would like to hear from all interested parties.
Please email submissions to email@example.com or mail to:
Essential Services Commission
Level 37, 2 Lonsdale Street Melbourne
Submissions will close on 5 February 2019.
New rules that keep customers informed about best offers and changes that impact bills
We have already released a set of new rules that will apply from 1 July 2019. The final decision document for these reforms, Building Trust Through New Customer Entitlements in the Retail Energy Market, was released in October 2018.
'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.