Energy guidelines

This webpage contains the guidelines and other relevant documents that should be used by industry stakeholders to understand the intention behind the commission's regulations.

Cog wheel.

Current guidelines

Additional retail charges in standard retail contracts

18 September 2025
Additional retail charges in standard retail contracts
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Advertising energy prices

1 March 2022
Advertising energy prices
(, )

Audit guideline for energy businesses

24 April 2018
Audit guideline for energy businesses
(, )

Compliance and performance reporting guideline

1 May 2023
Compliance and performance reporting guideline
(, )

De-energisation (or disconnection) of premises (small customers)

18 September 2025
De-energisation (or disconnection) of premises (small customers)
(, )

Energy fact sheet guideline

1 March 2022
Energy fact sheet guideline
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Explicit informed consent

26 May 2022
Explicit informed consent
(, )

Form and content of deemed best offer messages

23 November 2023
Form and content of deemed best offer messages
(, )

Greenhouse gas disclosure on electricity customers' bills

Greenhouse gas disclosure on electricity customers' bills
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Guideline for exemptions to once a year price increases

1 July 2020
Guideline for exemptions to once a year price increases
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Life support customer details

9 March 2022
Life support customer details
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Maximum cap for pay-on-time discounts

1 July 2024
Maximum cap for pay-on-time discounts
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Payment difficulty framework

24 July 2024
Payment difficulty framework
(, )

Registration guideline for exempt persons

1 January 2023
Registration guideline for exempt persons
(pdf, 369.51 KB)

Revocation of electricity or gas licences

21 March 2025
Revocation of electricity or gas licences
(, )

Solar discrimination

18 September 2025
Solar discrimination
(, )

White-label arrangements

18 September 2025
White-label arrangements
(, )

Policies and other documents

Compliance and enforcement policy

Compliance and enforcement policy

This policy gives regulated businesses and other stakeholders information on our approach to compliance and enforcement in the sectors we regulate and administer.

(, )

Family violence resources for businesses

26 May 2022
Family violence resources for businesses

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.

(, )

Repealed and no longer in force instruments

Electricity System Code (revoked)

Electricity System Code (revoked)
(pdf, 1000.85 KB)

Electricity transmission company land access statement of expectations (no longer in force)

Electricity transmission company land access statement of expectations (no longer in force)
(pdf, 275.19 KB)

Supporting utility relief grant applications guideline (repealed)

Supporting utility relief grant applications guideline (repealed)
(pdf, 89.86 KB)

Code of conduct for marketing retail energy (repealed)

Code of conduct for marketing retail energy (repealed)
(pdf, 680.64 KB)

Energy compliance and enforcement policy: guidance note - payment difficulty and disconnection (no longer in force)

Energy compliance and enforcement policy: guidance note - payment difficulty and disconnection (no longer in force)
(pdf, 404.17 KB)

Guideline 3: Clear and unambiguous information or advice for residential customers anticipating or facing payment difficulties (no longer in force)

Guideline 3: Clear and unambiguous information or advice for residential customers anticipating or facing payment difficulties (no longer in force)
(, )

Guidance note 2: Clear and unambiguous information or advice for residential customers anticipating or facing payment difficulties (no longer in force)

Guidance note 2: Clear and unambiguous information or advice for residential customers anticipating or facing payment difficulties (no longer in force)
(, )

Guidance note 3: Payment arrangements and the written schedule of payments for residential customers anticipating or facing payment difficulties (no longer in force)

Guidance note 3: Payment arrangements and the written schedule of payments for residential customers anticipating or facing payment difficulties (no longer in force)
(, )

Guidance note 4: Contacting customers eligible for tailored assistance: clause 80(2) (no longer in force)

Guidance note 4: Contacting customers eligible for tailored assistance: clause 80(2) (no longer in force)
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Guidance note 5: Contacting customers receiving tailored assistance to discuss revising their plan, clause 81(6) (no longer in force)

Guidance note 5: Contacting customers receiving tailored assistance to discuss revising their plan, clause 81(6) (no longer in force)
(, )

Guidance note 6: Considering customers’ circumstances when discontinuing their tailored assistance, clauses 83(1), 89(1)(aa) and (a) (no longer in force)

Guidance note 6: Considering customers’ circumstances when discontinuing their tailored assistance, clauses 83(1), 89(1)(aa) and (a) (no longer in force)
(, )

Guidance note 7: Preventing disconnections of customers receiving assistance under Part 3: clause 116(1)(d) (no longer in force)

Guidance note 7: Preventing disconnections of customers receiving assistance under Part 3: clause 116(1)(d) (no longer in force)
(, )

Guideline 5: Electricity industry - Connection and use of system agreements (repealed)

Guideline 5: Electricity industry - Connection and use of system agreements (repealed)
(pdf, 632.1 KB)

Guideline 11: Electricity industry - Voltage variation compensation (repealed)

Guideline 11: Electricity industry - Voltage variation compensation (repealed)
(, )

Guideline 14: Electricity industry - Provision of services by electricity distributors (repealed)

Guideline 14: Electricity industry - Provision of services by electricity distributors (repealed)
(pdf, 797.42 KB)

Guideline 15: Electricity industry - Connection of embedded generation (repealed)

Guideline 15: Electricity industry - Connection of embedded generation (repealed)
(pdf, 790.41 KB)

Guideline 18: Electricity industry - Augmentation and land access guidelines (repealed)

Guideline 18: Electricity industry - Augmentation and land access guidelines (repealed)
(pdf, 785.48 KB)

Guideline 17: Gas Industry - Regulatory Accounting Information Requirements (repealed)

Guideline 17: Gas Industry - Regulatory Accounting Information Requirements (repealed)
(pdf, 275.11 KB)

Guideline 17: Electricity ring fencing (repealed)

Guideline 17: Electricity ring fencing (repealed)

(pdf, 322.41 KB)

Electricity Customer Metering Code of Practice (revoked)

Electricity Customer Metering Code of Practice (revoked)
(pdf, 897.41 KB)

Electricity Customer Transfer Code of Practice (revoked)

(pdf, 848.57 KB)
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