The coronavirus pandemic continues to have significant health and economic effects across the Victorian community. We have been closely monitoring practices of energy businesses and the experience of customers since the start of the pandemic, as well as following measures being implemented at both a government and industry level to support customers affected.
Based on the evidence available to us since the start of the pandemic, we consider there is a need for targeted reforms to
… water bills to fall in melbourne, lower than inflation increases for most regional customers 25 june 2020 most melbourne households will enjoy a drop in water bills for the year ahead, while bills in regional victoria will mostly rise by less than inflation. the … on water usage, city dwellers will pay a little less, while regional household bills will vary depending on the water business. “your average water bill goes up or down every year based on a number of factors including how much
Victorians will no longer have to pay bills going back nearly a year if their retailer fails to bill them correctly with a rule change coming into effect on 1 January next year.
Victoria’s energy regulator, the Essential Services Commission has published a ruling to cut the amount of time retailers can back-bill a customer from nine months to four.
Commission chief executive John Hamill says the decision marks the final step in a two-year reform program.
Penalty notices
26 June 2020
AGL Sales penalty notices 2020 (undercharging)
(pdf, 430.77 KB)
Further information
Thursday 16 July, 3:00-4:30pm (via Zoom)
Representatives from Victoria’s community support and consumer advocacy groups say the return to restrictions is already being felt in the community particularly in terms of the impact on mental health.
More than 40 representative from the help sector came together for the group’s fourth roundtable discussion since the coronavirus pandemic started.
The group heard that the risk of people having severe mental health episodes has increased with the second lock
Victoria’s energy regulator says the coronavirus pandemic means ensuring energy companies do the right thing by customers is more important than ever.
The Essential Services Commission has released its 2020-21 energy compliance and enforcement priorities today, saying it will be even more active in protecting vulnerable customers.
The priorities focus on making sure energy companies comply with customer protection rules including providing access to flexible payment plans, debt deferral and energy
More than six thousand Victorian pensioners and other concession holders have allegedly fallen victim to a computer billing error by energy giant AGL.
An investigation by the state’s energy regulator found concession customers were allegedly sent inflated energy bills in August and September 2019 after the company accidentally undercharged them earlier in the year.
Essential Services Commission chair Kate Symons says AGL has now paid penalties totalling $450,000.
Our decision to amend the codes
This paper outlines our decision to amend our water customer service codes to incorporate national support principles
5 August 2020
Decision Paper- Amending water customer service codes – adopting national principles for coronavirus support
With an increased need to stay at home raising the cost of utility bills, coupled with a downturn in the Australian economy, having a clear role for regulators to help Victorians navigate the coronavirus pandemic is more important than ever.
The state’s independent pricing regulator has released a draft decision that would see Goulburn-Murray Water’s prices fall by around 10 per cent on average, from July this year, depending on the service.
The state’s independent pricing regulator has rejected key aspects of the pricing proposals submitted by Western Water to apply from 1 July 2020.
Penalty notices
13 March 2020
Amaysim Energy penalty notices 2020 (explicit informed consent)
(pdf, 6.3 MB)
Further information
… offering our support as they work to maintain services. we have reminded them of their obligations to help customers who are having trouble paying their bills. ensuring those sectors can cope with an expected increase in the number of households and small businesses who need help with their bills is an immediate focus for us. we have asked distribution networks to be particularly mindful that interruptions to energy supply (e.g. for planned maintenance) will be more disruptive than usual
The state’s independent economic regulator has reassured water customers help is available if they have trouble paying their bills due to the summer bushfires and the coronavirus pandemic.
The Essential Services Commission sets requirements for water businesses to offer customers support if they are experiencing payment difficulty.
Commission chairperson Kate Symons says it is important customers know that help is available, particularly at this challenging time.
During the coronavirus pandemic, we are regularly requesting data from electricity and gas retailers on the number of energy customers who are:
- on payment plans
- enquiring about assistance with paying bills.
… in the paper is to base maximum prices on the existing victorian default offer which reflects the independent regulator’s view on the efficient price of supplying electricity in victoria. the commission will set a price for embedded networks under a general exemption order set by the victorian government. there is around 104,000 residential, caravan park and retirement village customers and 18,000 small and large business customers in embedded networks across the state.
The state’s independent economic regulator, the Essential Services Commission has welcomed the appointment of a fourth commissioner.
Economist Rebecca Billings will take up the role next month, joining fellow economist Simon Corden, barrister Sitesh Bhojani and commission chairperson Kate Symons.
Ms Symons says Rebecca’s 18 years’ experience providing economic and policy advice to government across a range of regulatory systems will be a welcome addition to the commission table.
Energy Locals Pty Ltd (ACN 606 408 879) applied to the commission for a licence to sell gas by retail under section 25 of the Gas Industry Act 2001 (Vic).
We may grant or refuse to grant applications for any reason we consider appropriate having regard to our objectives under the Gas Industry Act 2001 (Vic) and the Essential Services Commission Act 2001 (Vic).
On 6 May 2020 we granted the licence.
… updates to requirements for lighting activities and in-home display activities we have changed some of our guidance documents to clarify and update requirements for undertaking lighting activities and in-home display activities under the victorian energy upgrades (veu) program. breadcrumb home updates to requirements for lighting activities and … claimed under either activity 34 or activity 35. we believe that adoption of this flexible approach delivers the right
… we are confident south gippsland water’s customer hardship programs will support those having trouble paying bills,” he said. mr crudden said south gippsland water provided the commission with a high-quality submission clearly setting out the reasons for its proposals. “the quality of south gippsland water’s price submission helped us to release our draft decision earlier than planned. we are now seeking feedback from the community on our draft decision, to inform our final decision