Pacific Blue penalty notices 2025

Pacific Blue Retail Pty Ltd (Pacific Blue) (trading as Pacific Blue and Tango Energy) has paid a total of $961,550 in penalties after we issued 25 penalty notices on 29 May 2025.

We issued the penalty notices to Pacific Blue for its alleged failure to credit 8,131 guaranteed service level payments to 6,376 customers within the required timeframes between 29 September 2021 and 30 December 2024.

In Victoria, energy distributors must meet minimum service levels for customers, known as guaranteed service levels. The guaranteed service levels cover events such as low supply reliability, delayed connections or where distributors are late to scheduled appointments.

When a distributor does not meet a guaranteed service level, it must make guaranteed service level payments to affected customers in recognition of the inconvenience caused to them. Distributors are required to make these payments to the impacted customer’s electricity retailer, which must then apply these payments to customer accounts within the regulated timeframe outlined in the Energy Retail Code of Practice.

It is alleged that Pacific Blue failed to comply with these provisions by failing to pass on guaranteed service level payments it received from distributors to customers within the prescribed period.