Our energy compliance and enforcement priorities

Our priorities

Our compliance and enforcement work in energy for 2021–22 will focus on: 

Explicit informed consent

We have zero tolerance for unethical or fraudulent conduct and are checking that customers are signed up to contracts they have agreed to, and that retailers have fully and clearly explained all service terms.

Wrongful disconnections

Electricity and gas are essential services so consumers should only ever be disconnected by an energy retailer as a last resort.

Payment difficulty framework

Our payment difficulty framework ensures all energy customers have help from their energy retailers when they have difficulty paying their energy bills.

Retailers' billing practices

All energy consumers have the right to expect they are billed appropriately for their energy use.
 

Embedded networks

Embedded network operators must comply with the energy retail code and resolve disputes using the Energy and Water Ombudsman Victoria.

Protecting those experiencing vulnerability

We are committed to helping all Victorians access essential services, especially those affected by family violence or who rely on energy for their life support.

We will restore trust in the energy market by promoting and enforcing compliance in these areas.