Regulator’s review of electricity distributors’ emergency preparedness and customer communication

The Essential Services Commission has recently completed its review of the systems and processes Victoria’s electricity distributors have in place to deliver reliable and timely information to their customers during unplanned outages and emergencies. 

This includes provisions for people who rely on electricity for their life-support equipment.

The review forms part of our proactive compliance program. It required electricity distributors to demonstrate their ability to respond to unplanned outages and future extreme weather events, with respect to the Electricity Distribution Code of Practice rules.

The review strengthened the commission’s understanding of how electricity distributors provide information to customers and the community and manage emergency situations. This insight enables the commission to respond more effectively during extended outages, supporting distributors to keep customers informed and safe.

Key findings

• On the information before us, all five electricity distributors demonstrated they have the systems, processes and measures in place to meet their obligations under the Electricity Distribution Code of Practice.
• Victoria’s electricity distributors are regularly testing their outage communication systems and are collaborating with the relevant emergency response agencies to develop and test emergency response plans.
• While it is not possible to eliminate the risk of system failures or widespread outages, based on the evidence provided, we consider that Victoria’s electricity distributors are generally prepared to manage future major outages.

The commission remains committed to working closely with Victoria’s electricity distributors to support ongoing compliance with Victoria’s energy rules, particularly in relation to unplanned outages and emergency events.