Family violence victims to access landmark new energy retail protections
19 March 2019
In a landmark shift for the energy retail industry, the state’s essential services regulator is proposing to change the energy rules to strengthen protections for customers affected by family violence.
The proposed Energy Retail Code changes would require energy retailers to have a family violence policy and meet minimum standards of conduct to boost protections for residential and small business customers.
Commission chairperson Ron Ben-David says the energy sector has supported coordinated action to tackle family violence.
‘The commission and the energy industry recognise that it’s imperative to go the extra mile to help customers facing personal and financial challenges related to family violence,’ he said.
‘With these changes, customers affected by family violence will be entitled to safe, supportive and flexible assistance from their energy retailer.’
The proposed code changes would take effect 1 January 2020, giving retailers time to establish the required systems and processes. The commission is also developing a better practice industry guide to support ongoing improvements in the sector.