Greater Western Water has acknowledged failures with its new billing system that caused significant billing disruptions and multiple breaches of the Water Industry Standard, and has proposed an enforceable undertaking to provide redress to affected customers. Failures included suspending quarterly billing for some customers, issuing incomplete or incorrect bills, failing to include required information on bills, and suspending direct debit without notice. Greater Western Water estimates the proposed
OverviewIn December 2024, the Essential Services Commission (the commission) directed 1st Energy Pty Ltd (1st Energy), AGL Sales Pty Ltd (AGL), Alinta Energy Retail Sales Pty Ltd (Alinta Energy) and Pacific Blue Retail Pty Ltd (Pacific Blue) to nominate an independent reviewer to conduct a compliance review (review) for the commission’s approval.This review was part of our
We issue price determinations that approve the maximum prices water businesses may charge. The prices we approve reflect an assessment of the efficient costs water businesses need to recover to provide valued services to customers.We release tariff schedules that set out the maximum prices a business may charge in any year.We have released Guideline 3 (2025): Varying a Price Determination (Re-opening) which provides guidance on the circumstances in which a price determination may
We are reviewing submissions from Melbourne Water and North East Water on their proposed prices and key service outcomes to apply from 1 July 2026.The two water businesses submitted their proposals on 1 October 2025.The proposals are being assessed against a legal framework established by the Victorian Government and set out in the Water Industry Regulatory Order, and the commission’s PREMO pricing framework.PREMO includes incentives for each water business to put forward its best
We are responsible for monitoring and reporting on the competitiveness and efficiency of the Victorian retail markets for electricity and gas.The dashboard provides a visual summary of key trends in the energy market and the performance of energy retailers.It pieces together key facts about the energy industry in areas such as retailers’ customer service and assistance provided to customers in payment difficulty.We provide updates on the energy market throughout the year.
New 'Find an Accredited Provider' tool under developmentThe new Victorian Energy Upgrades (VEU) Registry system launched on 3 June 2025. Following the transition to the new system, the 'Find an Accredited Provider' tool became outdated and has been removed from this page. A new 'Find an Accredited Provider' tool is currently under development. To search for an accredited provider in the interim, you can access the Public Registry report in the new VEU
Anyone generating, transmitting, supplying or selling electricity, supplying gas or selling gas to retail customers in Victoria must hold a licence granted by us, or be exempt from this requirement.
When we grant an electricity or gas licence, we must consider our objectives, including the long-term interests of Victorian consumers in relation to the price, quality and reliability of energy supply.
We will not grant an application for a licence unless we are satisfied
This page summarises Barwon Water's performance against its outcomes, measures, and targets for the regulatory period 2023–28. This is the second year of reporting against its 2023 price review commitments.More details are available on our outcomes reporting page, and on Barwon Water’s website.What are outcomes?Water businesses are accountable to their customers for delivering the outcomes set out in their price submissions, under our PREMO water pricing framework. Each business
This page summarises Lower Murray Water's performance against its outcomes, measures, and targets for the regulatory period 2023–28. This is the second year of reporting against its 2023 price review commitments.More details are available on our outcomes reporting page, and on Lower Murray Water’s website.What are outcomes?Water businesses are accountable to their customers for delivering the outcomes set out in their price submissions, under our PREMO water pricing framework
This page summarises South East Water's performance against its outcomes, measures, and targets for the regulatory period 2023–28. This is the second year of reporting against its 2023 price review commitments.More details are available on our outcomes reporting page, and on South East Water’s website.What are outcomes?Water businesses are accountable to their customers for delivering the outcomes set out in their price submissions, under our PREMO water pricing framework.
This page summarises East Gippsland Water's performance against its outcomes, measures, and targets for the regulatory period 2023–28. This is the second year of reporting against its 2023 price review commitments.More details are available on our outcomes reporting page, and on East Gippsland Water’s website.What are outcomes?Water businesses are accountable to their customers for delivering the outcomes set out in their price submissions, under our PREMO water pricing
The following is the minimum information that must be kept in the register of life support customers and residents:
The Victorian Government has introduced a new commercial and industrial solar photovoltaic (PV) system activity to the Victorian Energy Upgrades (VEU) program. This new activity will cut the cost of installing solar for commercial and industrial businesses, and community organisations.
The Essential Services Commission has today released the Best Offer Guideline, which provides guidance to energy retailers on how they share information about their ‘best energy offer’ with customers.
Licence granted KSF Project Nominees Pty Ltd (ACN 625 106 907) as trustee for the KSF Project Trust (ABN 47 321 661 744) (KSF) was first granted a licence to generate and sell electricity under section 19(1) of the Electricity Industry Act 2000 (EI Act) on 4 March 2020. Licence varied Pursuant to section 29(1)(b) of the EI Act, the commission has varied the licence to generate and sell electricity issued to KSF on 24 September 2025.
Our family violence framework
Our family violence framework demonstrates the commission’s ongoing commitment to supporting safe and effective family violence responses by businesses we regulate. The framework includes:
- Regulatory rules
- Industry education and awareness
- Partnerships and expert advice
We have completed our review of the maximum prices to apply for Barwon Water customers from 1 July 2023.We conducted our assessment against a legal framework established by the Victorian Government and set out in the Water Industry Regulatory Order, and the commission’s PREMO pricing framework.You can find out more on how we engaged on this review at Engage Victoria. You can also view our final decision media release
We have completed our review of the maximum prices and service levels to apply for Yarra Valley Water customers from 1 July 2023.We conducted our assessment against a legal framework established by the Victorian Government and set out in the Water Industry Regulatory Order (PDF), and the commission’s PREMO pricing framework.You can find out more on how we engaged on this review at Engage Victoria. You can also view our final decision media
We have completed our review of the maximum prices to apply for Gippsland Water customers from 1 July 2023.We conducted our assessment against a legal framework established by the Victorian Government and set out in the Water Industry Regulatory Order (PDF), and the commission’s PREMO pricing framework.You can find out more on how we engaged on this review at Engage Victoria. You can also view our final decision media release