Learn about your rights as an electricity and gas consumer.
Information for electricity and gas consumers
We help protect energy consumers by setting the rules for everyone involved in the supply and sale of electricity and gas in Victoria. Read more about how we regulate the electricity and gas industries.
We set the rules around ensuring energy retailers help you get the best energy plan for your circumstances, switching to the Victorian Default Offer, or getting help if you're having trouble paying your energy bills.
Learn more about energy deals and reducing energy use:
- Compare the prices currently offered by different electricity and gas retailers on the government’s Victorian Energy Compare website.
- Visit Victorian Energy Saver for more information about the energy industry or improving energy efficiency in your home.
- Contact the Energy and Water Ombudsman for complaints about your electricity or gas retailer or distributor.
New reforms introduced on 1 July 2019 make it easier for you to know if you're on the best available energy plan.
The Victorian Default Offer is a simple, trusted and reasonably priced electricity option that safeguards consumers unable or unwilling to engage in the electricity retail market.
Energy retailers must help Victorian households that are anticipating or facing payment difficulties.
Find out more about your electricity supply if you live in an apartment complex, retirement home or caravan park, or you are a tenant in a shopping centre.
Learn about your rights when it comes to estimating your energy bills.
We're working to ensure new property developments receive electricity connections within certain time frames.
Generators, distributors and retailers all play separate parts in the delivery of electricity or gas to a building. Customers are also required to do certain things to ensure the energy supply system works efficiently
If your electricity supply goes out for more than twelve hours, you may be entitled to payments under the guaranteed service level scheme.
Due to the essential nature of energy as a service, there are a set of arrangements in place to maintain supply for customers if a retailer is unable to provide electricity or gas.