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Energy guidelines

This webpage contains the guidelines and other relevant documents that should be used by industry stakeholders to understand the intention behind the commission's regulations.

On this page

Current guidelines

Additional retail charges in standard retail contracts

Advertising energy prices

Audit guideline for energy businesses

Compliance and performance reporting guideline

De-energisation (or disconnection) of premises (small customers)

Energy fact sheet guideline

18 May 2022 and 1 October 2026

Best Offer Messages

23 November 2023 and 1 October 2026

Greenhouse gas disclosure on electricity customers' bills

Guideline for exemptions to once a year price increases

Life support customer details

Payment Difficulty Framework

24 July 2024 and 1 October 2026

Registration guideline for exempt persons

Revocation of electricity or gas licences

Solar discrimination

18 September 2025

White-label arrangements

18 September 2025

Reasonable Estimate of Costs for Pay-on-time Discounts

Maximum cap for pay-on-time discounts

Policies and other documents

Compliance and enforcement policy

This policy gives regulated businesses and other stakeholders information on our approach to compliance and enforcement in the sectors we regulate and administer.

Family violence resources for businesses

26 May 2022

View all of our family violence resources including our better practice guide, and a research report on outcomes for customers following changes to the water customer services codes.

Repealed and no longer in force instruments

Electricity transmission company land access statement of expectations (no longer in force)

Energy compliance and enforcement policy: guidance note - payment difficulty and disconnection (no longer in force)

Guideline 3: Clear and unambiguous information or advice for residential customers anticipating or facing payment difficulties (no longer in force)

Guidance note 2: Clear and unambiguous information or advice for residential customers anticipating or facing payment difficulties (no longer in force)

Guidance note 3: Payment arrangements and the written schedule of payments for residential customers anticipating or facing payment difficulties (no longer in force)

Guidance note 4: Contacting customers eligible for tailored assistance: clause 80(2) (no longer in force)

Guidance note 5: Contacting customers receiving tailored assistance to discuss revising their plan, clause 81(6) (no longer in force)

Guidance note 6: Considering customers’ circumstances when discontinuing their tailored assistance, clauses 83(1), 89(1)(aa) and (a) (no longer in force)

Guidance note 7: Preventing disconnections of customers receiving assistance under Part 3: clause 116(1)(d) (no longer in force)

Guideline 5: Electricity industry - Connection and use of system agreements (repealed)

Guideline 11: Electricity industry - Voltage variation compensation (repealed)

Guideline 14: Electricity industry - Provision of services by electricity distributors (repealed)

Guideline 15: Electricity industry - Connection of embedded generation (repealed)

Guideline 18: Electricity industry - Augmentation and land access guidelines (repealed)

Guideline 17: Gas Industry - Regulatory Accounting Information Requirements (repealed)

Guideline: maximum cap for pay-on-time discounts (repealed)

Updated

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