Draft decision
30 June 2020
Submissions close
14 July 2020
Final decision
24 August 2020
Rule changes take effect
1 October 2020
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 support residential and small business customers paying their bills through the pandemic. These reforms aim to provide affected customers with consistent communication on the range of payment assistance measures available to them.
Key facts from our final decision
Supporting utility relief grant applications
Retailers are required to support residential customers in completing utility relief grant application forms, including by submitting forms online on behalf of the customer where possible and the customer consents.
This is an ongoing requirement, effective from 1 October 2020.
Offering tariff checks
Retailers are required to conduct a tariff check for all residential customers receiving tailored assistance, not just those who cannot afford the ongoing cost of their energy.
This is a temporary requirement, initially in effect for six months from 1 October 2020, but extended until 30 June 2021.
Payment assistance for small businesses
Retailers are required to provide assistance that is reasonable to small businesses that are experiencing financial stress due to the coronavirus pandemic.
This is a temporary requirement, initially in effect for six months from 1 October 2020, but extended until 30 June 2021.
Small businesses adhering to a payment plan will not be able to be disconnected for non-payment, as set out in the current requirements of the Energy Retail Code.
View our final decision
Our final decision sets out our new guidelines and amendments to the Energy Retail Code to give effect to reforms to support customers affected by the pandemic.
Extension of our final decision
We decided to extend the temporary measures within our final decision until 30 June 2021.
Ending of temporary measures
In March 2021, we provided advice to energy retailers regarding disconnection and debt collection practices during the coronavirus pandemic. This advice applied from 1 April until 30 June 2021.
In June 2021, we removed the temporary measures within our final decision. We also published standing advice that would apply whenever Victoria or parts of Victoria are subject to ‘stay at home’ restrictions from 1 July 2021 onwards.
Resources
Draft decision
Workshop 1: proposals to support small business customers
Workshop 2: proposals to support residential customers
Workshop 3: supporting the implementation of the network relief package
Stakeholder submissions to draft decision
Submissions are available upon request.
Updated