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Consumer Issues

Information for Consumers

The information within this section is designed to provide a general guide to consumers about the energy and water sectors, and what mechanisms are in place to protect and assist consumers operate more effectively in the marketplace.

It is not, nor is it meant to be, a comprehensive guide, as these are rapidly developing markets and information is quickly outdated. You should check with your utilities retailer or relevant government agency about your particular circumstances.

Consumer Rights, Protection and Responsibilities
Problems Paying Your Bill?
Lodging a Complaint
Concessions - Government Assistance Programs
Choosing an Energy Retailer
Energy Efficiency

Consumer Rights, Protection and Responsibilities

All energy and water businesses operating in Victoria must adhere to a series of codes and guidelines governing their dealings with consumers. Their compliance with those regulations is monitored by the Essential Services Commission (ESC), who publishes regular reports on their performance.

Electricity and Gas

For electricity and gas, the Energy Retail Code (pdf) outlines the minimum retail standards, detailing the rights and responsibilities of electricity and gas customers in their contract with energy companies. The Code sets the minimum standards for disconnection, reconnection, details what information retailers must give to consumers, outlines complaints handling processes, obliges retailers to negotiate instalment plans with all customers to help them pay their bills (including specific plans for people in hardship) and sets in place rules on the contents, timing and payment of bills. The Code of Conduct for Marketing Energy sets in place minimum standards for the marketing of energy contracts to consumers and is aligned with the Commonwealth Trade Practices Act and the Victorian Fair Trading Act.

Water

From 1 January 2004, the ESC became the regulatory body overseeing price and service standards for all Victorian water businesses. Under the new arrangement, a uniform Customer Service Code which will specify the minimum customer-related standards, procedures, policies and practices, and will include information on billing, restrictions, payment arrangements, dispute resolution and the information that must be given to customers. Each water business must also produce a Customer Service Charter, which will outline standards and practices for its specified services. Both the Code and Charter will come into effect from 1 July 2005.

For metropolitan customers, who are deemed to have entered into a contract with the company that provides their water, a Benchmark Customer Contract was used as the model for those contracts, and each of the three metropolitan retailers can be contacted to obtain a copy of their contract. The Benchmark Customer Contract outlines minimum customer standards relating to information on billing, restrictions, payment arrangements, dispute resolution and the information that must be given to customers. Arrangements vary across the regional urban water authorities and rural and regional consumers should contact their water authority and request a copy of their Customer Service Charter.

Problems Paying Your Bill?

If you are having problems paying your bill by the due date you should first contact your retailer and explain the situation.

The rights and responsibilities of electricity and gas customers who are experiencing payment difficulties, are outlined in section 11 of the Energy Retail Code (pdf).

At the moment there isn't one single code (like the Energy Retail Code) governing customer rights and responsibilities for water. Each water business has its own Customer Charter to inform customers about the respective rights and responsibilities of the water business and customers. A new Customer Service Code is being developed (to come into effect on 1 July 2005). Until then, if you are having any problems contact your water retailer, because, as a customer, your retailer has to explain your rights and responsibilities to you.

If no alternative payment arrangement is agreed upon with your retailer (electricity, gas or water), or if the company believes you are experiencing repeated difficulties in paying your bills, an instalment plan should be negotiated which must take into account your capacity to pay (which means it should be affordable).

However, if you have had arrears on two instalment plans during the last 12 months you may have to provide the company with a reasonable assurance that you will meet the obligations of the new plan. If you do not provide this assurance the company may not offer you an instalment plan.

If you and the company agree on an instalment plan the company must specify the period of the plan, the amount of each instalment (which must reflect your capacity to pay), the number of instalments and how they are calculated, how many instalments are needed to pay any arrears and your estimated consumption during the plan.

If you're not satisfied with the company's response, you can raise the complaint to a higher level within the company's management structure.

Lodging a Complaint

If you're still not satisfied with the response from your retailer, refer the issue to the Energy and Water Ombudsman - Victoria (EWOV). EWOV has the power to investigate and resolve disputes between Victorian electricity, gas and water customers and their providers. Most problems can be resolved through discussion and agreement. For more information go to EWOV's facts sheet: You've lodged a complaint. What happens next?

The Ombudsman can deal with:

• The provision and supply of electricity, gas and water services
• Billing issues
• Credit and payment services
• Disconnections and restrictions
• Refundable advances (security deposits)
• Land and land access, including tree clearing
• Matters referred by the Essential Services Commission
• Matters referred by an electricity, gas or water provider with the consent of the complainant

In some cases, the Ombudsman will have to make a final decision. The existence of EWOV does not prevent customers from taking other action to resolve disputes. You can contact EWOV in the following ways:

Concessions - Government Assistance Programs

For information about State and Commonwealth concessions go to Utility Concessions - Department of Human Services. Concessions are designed to improve the affordability of key services to eligible low income households, including winter energy bills, water and sewerage bills. You must be a concession card holder to be eligible. Centrelink issues concession cards such as health care cards and pensioner cards.

Concession cardholders with payment difficulties should also be aware of the Utility Relief Grant Scheme (URGs). The scheme provides once-off assistance for eligible people who have difficulty paying their energy (including non-mains energy) or water bill as a result of an unforeseen financial crisis, and who are at risk of disconnection or restriction of supply. URGs referrals are made by energy and water companies and community agencies. While URGs is generally a once-off assistance, customers may be assisted with a second grant if the reason for assistance is not the same as the previous reason and is more than 12 months after the first grant.

The Capital Grant Scheme is available to eligible concession cardholders as a once-off assistance to replace or repair an essential appliance if replacement will, in effect, reduce energy or water consumption. A grant can also be issued to a person in financial hardship and at risk of having supply disconnected or restricted.

Choosing an Energy Retailer

The Energy and Water Ombudsman - Victoria (EWOV) has produced a brochure Changing Your Electricity or Gas Retailer (pdf) that contains a summary of your rights, information on choosing an energy retailer and what you need to consider when signing an energy contract. There is also an Energy Comparator. For more information about each sector, see the electricity, gas and water pages on this site. You can also call the ESC's retail competition Customer Information Line between 8 am to 8 pm Monday to Friday and 8 am to 6 pm on Saturday on 1300 134 575.

Energy Efficiency

Sustainable Energy Info is a site provided by the Sustainable Energy Authority - Victoria (SEAV) which offers specific advice for home building, design and renovation. It advises people in rental properties on cooling, heating, hot water and lighting. It also contains updated information about government rebates available to upgrade to more energy-efficient appliances/systems.

Energy Rating contains information about how much it would cost to run various household appliances available in Australia. Its energy star rating system provides consumers with a good guide to choose energy efficient appliances.

Your Home is a consumer guide with information about home design, construction and renovation, in order to help people create homes that are comfortable, healthy and more energy and water efficient.

Environment Victoria and several local governments also have their own energy efficiency information and initiatives. Ring or visit your council's website to see whether they run a program which may be of benefit to you.