This code sets out the rules electricity and gas retailers must follow when selling energy to Victorian customers. This page also includes guidance to help industry and consumers understand their existing obligations under the Energy Retail Code of Practice.
Energy Retail Code of Practice
Overview
This code sets out the rules electricity and gas retailers must follow when selling energy to Victorian customers. This page also includes guidance to help industry and consumers understand their existing obligations under the Energy Retail Code of Practice.
It covers areas including:
- customer contracts
- billing disputes
- payment difficulties
- contents of bills.
We review and amend the code to reflect legislative and statutory requirements, and to make sure it meets changing requirements.
This page allows you to access amendments that are yet to commence and past versions of the code.
Current version of the Energy Retail Code of Practice
Previous versions
Previous versions of the Energy Retail Code of Practice
Previous versions of the Energy Retail Code
On 1 December 2021 the Energy Retail Code was deemed a code of practice made under Part 6 of the Essential Services Commission Act 2001. Below are the versions of the Energy Retail Code that were applicable prior to this change of legal status of the code.
Previous amendments
Previous amendments to the Energy Retail Code
1 March 2022
As part of its Energy Fairness Plan Commitments, the Victorian Government has reformed the enforcement framework that we operate under. To align with this new framework our existing energy codes transitioned to ‘codes of practice’. On 1 March 2022 the Energy Retail Code was remade to reflect its changed legal status as a code of practice.
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1 July 2021
These changes were introduced in stages:
1 January 2021: The ability for distributors to interrupt a customer's supply with less than four business days' notice subject to consent requirements. Transitional arrangements for the guaranteed service level scheme commence.
1 April 2021: New obligations on electricity retailers to provide better customer information to distributors.
1 July 2021: New planned outage communication requirements and guaranteed service level scheme.
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Related guidelines and guidance
We publish this guidance to help industry and consumers understand their existing obligations under the Energy Retail Code of Practice.
21 August 2020
This guidance concerns the obligation to provide a contact number for complaints and disputes.
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28 October 2020
Guidance on when a retailer needs to contact a customer to give them tailored assistance information.
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28 October 2020
Guidance for a retailer engaging with a customer who has not met their payment plan.
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28 October 2020
Guidance on why retailer checks for customers on active payment plans before arranging disconnections may not be adequate.
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