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The Essential Services Commission’s (ESC’s) Energy Retail Code is the cornerstone of the customer protection framework in Victoria. It applies to domestic and small business customers.
Customer protections in the Energy Retail Code include:
- the minimum terms and conditions that must be in an energy contract
- requirements for what information needs to be on your bill
- your right to have your bill reviewed if you ask
- how far back a retailer can bill you and that you must be offered equal time to pay
- rules about what a retailer must do if you say you can’t afford to pay the bill
- rules about what a retailer must do before your supply can be disconnected
- your right to complain, to escalate the complaint and to be informed about EWOV if the complaint isn't resolved by the company.
The Energy Retail Code also includes important obligations on customers, including:
- telling your retailer if you won’t be able to pay your bill on time
- giving the meter reader safe, clear and convenient access to your meter
- giving identification when you set up an account.
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Protecting consumers EWOV and the legal frameworks
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