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Consumer Information
Overview
The Victorian Government is committed to ensuring an efficient and secure energy system that delivers affordable and environmentally sustainable energy to consumers in a reliable and safe manner. The Government aims to ensure the mix of competitive suppliers and the framework of economic and safety regulation delivers these energy policy objectives. The Government has also implemented a range of safeguards to ensure consumers, particularly vulnerable consumers, experience the full benefits of retail competition.
For more information, please see the links below
Choosing a Retailer
From 1 January 2009, legislation came into effect making it easier for Victorian consumers to have clear and simple access to a range of energy retailers’ prices.
All Victorian energy customers are on a contract that determines how much you pay your retailer for electricity and gas. There are two types of contracts - a standing contract and a market contract. Standing contract tariffs are usually higher than market contract tariffs, so it pays to look around for a market contract that suits you.
Energy retailers publish details on a range of their offers on their websites.
The Essential Services Commission also publishes a range of energy retailers’ offers, monitors electricity and gas prices and reports on them publicly, so families and businesses can shop around and get the best deal on their gas and electricity plans. For more information, please visit www.yourchoice.vic.gov.au (external link).
This website provides practical tips on how to work out which type of contract you are on and how to choose the best contract for you with retailers. It also includes a search engine which provides you with a list of retail tariffs available in your area.
Complaints
If you are not satisfied with an energy company, it is recommended that you initially raise your concern with that business directly. If you are not satisfied with its response, you may wish to raise the matter with the Energy and Water Ombudsman (Victoria). The Ombudsman has the power to investigate and resolve disputes between consumers and energy companies. The aim is to settle problems fairly and independently, and as promptly as possible. Complaints can be lodged on-line at www.ewov.com.au or via telephone 1800 500 509. There is no charge to customers for this service.
Concessions
The Government provides a range of energy concessions and relief grants to low income groups for electricity, gas and LPG to assist with energy affordability.
The HomeWise: Appliance and Infrastructure Grant assists households with the repair or replacement of an essential appliance or essential household infrastructure that is faulty and/or has failed within the last twelve months.
The State Government has an ongoing commitment to providing the Winter Energy Concession. This concession provides a discount of 17.5 per cent off mains electricity and mains gas usage from 1 May to 31 October of each year.
The Victorian Government also administers, in partnership with community sector organisations, the Energy and Water Taskforce Program. Under the Program, an eligible individual in a targeted disadvantaged neighbourhood can have installed, at no cost, $300 worth of energy and water saving products at their property.
Improving our energy efficiency is a cost-effective way to reduce greenhouse gas emissions, and most of the activities covered by the Energy and Water Taskforce Program are included in the Government's Energy Saver Incentive scheme which commenced on 1 January 2009.
You should ask your energy retailers about what concessions are available to you. You can also obtain further information on energy concessions at the Victorian Department of Human Services’ Concessions Information Line on telephone 1800 658 521 or visit the Department of Human Services website (external link).
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Energy Emergencies
When there is a major, prolonged or widespread energy supply emergency for either gas or electricity the Victorian Government can take a coordination role to ensure that power is restored as quickly as possible. If a state of emergency is formally proclaimed, Government can invoke a range of emergency powers, around supply and use of energy.
Who’s involved in energy emergencies?
The Victorian Government’s Department of Primary Industries’ (DPI) acts as a single point of contact between various government bodies, industry groups and energy businesses to help people restore power as quickly as possible.
In most circumstances, the gas or electricity distribution business is responsible for repairing infrastructure and restoring power to the customers in their area.
The Australian Energy Market Operator (AEMO) (external link) oversee energy supply and demand, and manage this balance to minimise shortages, particularly if major energy infrastructure is damaged.
During storms or fires, if there is major energy infrastructure damage, demand for power can be greater than the supply available, and some customers will have their power switched off for a short time. This is called load shedding. Your local energy distribution business can advise if this is the cause of a blackout in your area. Whenever possible early warnings will be issued through the media if load shedding is a possibility.
DPI, AEMO (external link) and Energy Safe Victoria (external link) work together through established processes during emergencies.
Related information
Bushfire response and recovery
Energy Retail Code
The Energy Retail Code (external link) sets out a range of protections for energy consumers.
Key features of the Code are that:
- You must be billed based on either an actual or estimated meter reading. Retailers must make “best endeavours” to read your meter at least once a year.
- You must receive an electricity bill at least every three months and a gas bill at least every two months.
- Your retailer must provide you with flexible payment options if you have a demonstrated incapacity to pay your bills.
- Retailers must gain your explicit informed consent when seeking to sign you up to a new energy contract or change a term in your existing contract, including an increase in price.
- You are entitled to a “cooling off” period when you sign a new energy contract, typically 10 days.
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National Energy Customer Framework
The Ministerial Council on Energy’s Standing Committee of Officials released a Policy Paper in June 2008 proposing a National Energy Customer Framework for energy retail and distribution regulation functions.
The Framework aims to harmonise the regulation of retail activity across the National Electricity Market and gas markets. It will reflect best practices in Victoria and other jurisdictions and lead to a more competitive energy retail sector.
An exposure draft of the Framework is expected to be released in March 2009. It will address critical consumer protections in the energy market including:
- standard terms for standing offer contracts to small customers;
- minimum terms and conditions for market retail contracts with small customers;
- marketing conduct regulation;
- hardship policy requirements; and
- disconnection procedures.
Associated legislation on the Framework will be introduced in all participating jurisdictions as soon as practicable following finalisation of the “package” of new national law and rules for energy customers.
Natural Gas Extension Program
Under the Regional Infrastructure Development Fund (external link), the Government allocated $70 million to extend the reticulated natural gas network throughout country Victoria.
A competitive tender process, involving qualified gas distribution businesses, closed in June 2004.
Assessment of bids was undertaken, and successful project announcements were made in October 2004. Click on the link above to find out further information on the areas where the reticulated natural gas rollout is occurring.
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Rebates for Sustainable Energy
In order to encourage the take up of renewable energy and more energy efficient appliances, a range of rebate programs has also been established by the Victorian Government. These include rebates for the installation of solar hot water system, the installation of gas hot water systems and rebates for installation of photovoltaic systems. For more information, please visit the Sustainability Victoria website.
For information on Commonwealth Government rebates, please visit the Department of Environment, Water, Heritage and Arts’ website (external link).
Safety
Energy Safe Victoria (external link) is the safety regulator responsible for electrical and gas safety in Victoria. This statutory authority audits the design, construction and maintenance of electricity and gas networks and installations and ensures that appliances meet stringent safety and energy efficiency standards before they are sold.
Energy Safe Victoria also conducts comprehensive public awareness safety campaigns to educate the community on the potential dangers of gas and electricity.
Sundry Consumer Information
There are a range of Victorian and Commonwealth Government programs in place for energy customers. These include:
the Energy Saver Incentive Scheme;
the Advanced Metering Infrastructure project;
the premium feed-in tariff;
the standard feed-in tariff;
the Green Loans (external link);
the Solar Homes and Communities Plan; (external link) and
other Commonwealth Government rebates
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