Information for electricity and gas consumers

Find out more about estimating your bills, available offers, options available if you're struggling to pay and feed-in prices from exported energy (including solar).

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.

Find out more about how electricity and gas is supplied in Victoria, distributor obligations, and what happens when it cannot be supplied.

We report regularly on the Victorian energy market's performance.

Use our electricity and gas retailer complaints form to ask a question or provide information about a problem you are having with your energy retailer or a retailer that may be doing the wrong thing under Victoria’s energy legislation.