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.
Part of our work involves setting the minimum feed-in tariffs that your energy company uses to pay you for power you export to the grid (via sources including solar panels).
Learn more about energy deals and reducing energy use
For complaints about your electricity or gas retailer or distributor, contact the Energy and Water Ombudsman.
To compare the prices currently offered by different electricity and gas retailers, visit the government’s Victorian Energy Compare website.
For general information about the energy industry, we recommend you visit Victorian Energy Saver, which includes information on:
- how electricity and gas is delivered to your home
- understanding what is on your electricity and gas bill
- contact information for energy retailers
- information about energy efficiency for your house.
To find out more information about the energy market and the performance of energy companies, read our Victorian Energy Market Report and updates.
Customers who live in apartments, retirement homes, or caravan parks
If you live in an apartment complex, retirement home, caravan park, or you are a tenant in a shopping centre, you may receive your electricity via an embedded electricity network. Many of these networks are eligible for an electricity licensing exemption, which we regulate.
The Victorian Government has changed the rules for anyone selling or supplying electricity via embedded networks. These changes have been designed to give customers in these networks access to better consumer protections.
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.
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.
If your electricity supply goes out for more than twelve hours, you may be entitled to payments under the guaranteed service level scheme.