New guidance for energy companies to ensure struggling energy customers are supported
30 October 2020
The Victorian energy regulator has issued new guidance to ensure households and small businesses affected by the coronavirus pandemic are protected as required by the state’s energy rules.
The Essential Services Commission administers the Victorian Energy Retail Code which contains some of the strictest customer protections in the nation.
The commission’s energy director Sarah McDowell says while Victoria has some of the best safeguards in Australia, a recent review identified concerns with how the rules are interpreted.
“In April, we conducted a rapid audit of how customer protections were being applied and found energy retailers are supporting affected customers with data showing no disconnections for non-payment since April.
“However, the audit also found some energy companies were interpreting their obligations differently,” she said.