Our energy compliance and enforcement priorities

Our priorities

Our compliance and enforcement work in energy for 2022–23 will focus on: 

Wrongful disconnections

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

Explicit informed consent

Explicit informed consent must be obtained for certain transactions and particularly for new contract formation. We have zero tolerance for unethical or fraudulent conduct.

Payment difficulty framework

Our payment difficulty framework ensures that energy retailers provide assistance to customers who may be experiencing difficulty paying their bills.

Best offer messages

We ensure that retailers are informing customers about whether they are on their best offer when purchasing energy.

Embedded networks fees and charges

We monitor embedded network operators’ fees and charges to ensure that they are accurate and do not exceed the maximum set by the Victorian Default Offer. 

Guaranteed service level compensation

We ensure distributors are compensating consumers when guaranteed service levels are not met. 
 

Protecting customers experiencing vulnerability

Our enduring priority is to help all Victorians access essential services, especially those who are affected by family violence or rely on energy for life support. 

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