Information for Victorian consumersFrom 1 February 2026Improving the awareness of free and independent dispute resolution
The front page of your energy bill will include the telephone number of the Energy and Water Ombudsman (Victoria), which is a dispute resolution service you can use if you are unsatisfied with the outcome of a complaint raised with your energy retailer.From 1 July 2026Protection for customers paying higher
Following a review, the commission has released a final decision to revoke the Electricity Customer Metering Code of Practice and the Electricity Customer Transfer Code of Practice. The revocation of these Codes will take effect from 12 September 2025.The Transfer and Metering Codes were regulatory instruments established in 2001 that contained obligations for Victorian electricity retail and distribution businesses relating to electricity customer metering and transfers. The
The measurement and verification methods for project-based activities use industry-standard measurement and verification techniques to calculate energy savings. The project-based activities, measurement and verification (M&V) methods are used for energy-saving projects at business and non-residential sites, typically with large energy use. Savings are determined by comparing energy use before and after the project implementation, using industry-standard
Regulated water businesses are required to comply with a number of Acts, legislative instruments, and our codes, standards and guidelines.
Our performance reporting work enables us to ensure businesses are compliant. We investigate potential breaches, and where appropriate, undertake enforcement action. View more on how we regulate the water sector, including Acts and legislative instruments.
Our water performance reports compare the performance of Victoria’s urban water
Current inquiries, studies and reviews
Water price review 2026
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
Congratulations on your new role, and welcome to the Essential Services Commission! This page helps new employees ensure they've completed all required forms and processes before they start working at the commission. Please read through each of the sections below to ensure you complete critical steps, including:
- filling out payroll and employee documentation
- accessing information about superannuation and your entitlements
- applying for recognition of prior
On 14 August 2025, Lancaster Solar Farm Pty Ltd (ACN 615 020 301) as trustee for Lancaster Solar Farm Trust (ABN 37 523 800 774) applied for a licence to generate electricity for supply or sale under section 18 of the Electricity Industry Act 2000 (Vic).Consultation on the licence application closed on 11 September 2025. We did not receive any submissions.We granted the licence on 23 September 2025.
Water price reviews
We review and determine prices for certain water services.
What is outcomes reporting?Outcomes reporting considers the performance of Victoria’s water businesses against their own commitments to customers, which are established during water price reviews under our PREMO water pricing framework. We expect water businesses to take ownership for their performance and be directly accountable to their customers through self-reporting as soon as practical after the completion of each reporting year. Each water business reports its actual
This page summarises North East Water's outcomes, measures, and targets for the regulatory period 2018–26, and actual performance against these commitments from 2018-19.More details are available on our outcomes reporting page, and on North 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. Each business is required to report at
2 October 2025The Department of Energy, Environment and Climate Action (department) has released the Victorian Energy Efficiency Target Amendment (Commercial and Industrial Solar) Regulations 2025 (Amendment Regulations) and updated VEU Specifications (version 21).
This page summarises Yarra Valley Water's 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 Yarra Valley 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 is
Presentations
18 April 2024
Using behavioural insights to boost business compliance
(pdf, 1.87 MB)
We have completed our review of the maximum prices to apply for Goulburn 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 release
Code of conduct to protect consumers now in force for Victorian Energy Upgrades program participants
Starting today, 1 July 2022, every business and person involved in engaging with consumers or responsible for creating energy efficiency certificates under the Victorian Energy Upgrades program must follow an enforceable code of conduct.
Key Audit results 2018–19Simply Energy could not show us they had consistently obtained customers’ consent over the phone before switching customers to their plan. Simply Energy had quality issues regarding their sales calls but did not report the potential breaches to us. The audit also covered training of marketing representatives but did not find any issues. Recommended actionsWe looked into the causes of these findings and recommended that Simply Energy:
All Victorian councils must:comply with the Minister's rate cap or approved higher cap submit the annual compliance information template and rating system reports (as at 30 June and 1 July) by 30 September each year respond to information requests for the biennial outcomes report. Each council must provide the following information each year:
- Annual compliance information template
- Rating system reports as at 30 June and 1
19 August 2022Update on assessment of pending certificate claims for refrigerated cabinet installationsWe are continuing our assessment of pending certificate claims for refrigerated cabinet installations to review whether they comply with the program rules.Our review initially focused on certificate claims that have a lower per premise certificate total. We have now processed over 80 per cent of these non-duplicate lower risk certificate claims. The remainder certificate claim assessments require
Essential Services Commission Annual Report 2024-5
Our 2024–25 annual report was tabled in the Victorian Parliament on Thursday, 30 October 2025. The report demonstrates our commitment to promoting the long-term interests of Victorian consumers with respect to the price, quality and reliability of essential services.
30 October 2025
Victoria’s new regulatory sandboxing framework enabling innovators to trial new products and services in the energy market commenced on 1 June 2022.
New provisions in the Electricity Industry Act 2000, the Gas Industry Act 2001 and the Essential Services Commission Act 2001 provide the commission new powers to grant a time-limited trial waiver to innovators who sell, supply, generate or transmit electricity, or sell or supply gas. This will allow the trialling of