Consumer Information

Consumer Protection

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The Essential Services Commission performs a number of functions in the energy industry  including:

  • Monitoring and enforcing compliance with and promoting improvement in service standards and conditions of service and supply;
  • Making, monitoring the operation of, and reviewing codes and rules relating to the conduct or operations of the industry; and
  • Providing and requiring consumer consultation processes in regulated industries and assisting consumers and others with information and other services.

The Commission also has powers to investigate and enforce licence conditions and service standards, with the ability to impose monetary penalties upon companies.

All energy retailers are required to prepare a Customer Charter that explains the rights and obligations of customers and those of the electricity retailer. A retailer must provide a copy of their charter to a customer who enters into a contract or on request from a customer.

The Commission has implemented a range of Energy Industry Codes. Those industry codes, in combination with the licenses issued to retailers, provide consumer protections for small gas and electricity consumers.

  1. Industry Codes

    1. Energy Retail Code

         

      The Energy Retail Code establishes minimum terms and conditions for contracts with small customers, including:

      • Payment rules and conditions;
      • Information to be included in bills;
      • Overcharging and undercharging provisions;
      • Disconnection and reconnection rules; and
      • Handling of enquiries, complaints and dispute resolution.

    2. Energy Marketing Code

         

      The Energy Marketing Code ensures that customers can make informed choices without unreasonable pressure. It regulates:

      • The time during which telephone and door-to-door selling can occur;
      • The identification to be worn by door-to-door sellers;
      • The provision of information about contract terms and conditions; and
      • Cooling-off periods.

    3. Energy Customer Transfer and Consent Code

         

      The Energy Customer Transfer and Consent Code ensures that customers are not transferred to a new energy retailer without their consent.

    4. Electricity Distribution Code

         

      The Electricity Distribution Code regulates the terms on which ETSA Utilities may connect customers to its network and supply electricity to its customers, including:

      • service standards to be met by ETSA Utilities
      • it contains a service incentive scheme for ETSA Utilities based on targets set out in the Code
      • it specifies the standard connection and supply contract between ETSA Utilities and its customers

      The contract sets out the terms on which ETSA Utilities connects a supply address to its network, maintains that connection and supplies that address with electricity.

      It also sets out the details of a guaranteed service level scheme which requires ETSA Utilities to compensate customers who have received service that is worse than a pre-determined threshold.

    5. Gas Distribution Code

         

      The Gas Distribution Code regulates the terms on which Envestra may operate the gas distribution system, including the connection and disconnection of customers, and interruption or curtailment of the supply of gas.

      Given the different regulatory frameworks applicable to gas and electricity as described earlier (i.e. "linear" for gas versus "triangular" for electricity), the Gas Distribution Code does not specify a standard connection and supply contract as for electricity.

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