In 2019-20 we will work to restore trust in the energy market by focusing on promoting and enforcing compliance in our priority areas.
Energy compliance and enforcement priorities 2019-20
Our compliance and enforcement objectives
In the 2019–20 financial year our compliance and enforcement work will focus on restoring trust in the energy market. We aim to ensure that:
- vulnerable customers are protected from disconnection and accumulating debt
- customers are given easy to understand information so they can choose the energy deal that is right for them
- energy businesses that break the rules are held to account.
To achieve these objectives our proactive compliance and enforcement work will focus on these priority areas:
- payment difficulty framework
- family violence protections
- best offer and clear advice requirements
- Victorian Default Offer
- smart meters
- Victorian Energy Compare offers
- embedded networks.
We will continue to closely monitor and take action where we become aware of serious breaches of the energy rules, including where energy businesses:
- transfer customers without consent
- wrongfully disconnect customers
- fail to notify customers of planned interruptions, especially customers with life support equipment
- discriminate against customers with solar panels
- overcharge customers.
We will take a multifaceted approach to promoting customer protections under the energy rules. This will involve:
- education initiatives for both energy businesses and customers
- monitoring and analysis of data
- auditing energy businesses systems and processes
- compliance and enforcement actions
- reforming the energy rules and advising government
- referring conduct that is not within our jurisdiction