Learn about your rights as an electricity and gas consumer.
Information for electricity and gas consumers
We help protect energy consumers by setting the rules for everyone involved in the supply and sale of electricity and gas in Victoria. You can read more about how we license and regulate energy generators, distributors and retailers below.
For complaints about your electricity or gas retailer or distributor, contact the Energy and Water Ombudsman.
To compare the prices currently offered by different electricity and gas retailers, visit the government’s Victorian Energy Compare website.
For general information about the energy industry, we recommend you visit Victorian Energy Saver, which includes information on:
- how electricity and gas is delivered to your home
- understanding what is on your electricity and gas bill
- contact information for energy retailers
- information about energy efficiency for your house.
To find out more information about the energy market and the performance of energy companies, read our Victorian Energy Market Report and updates.
Generators, distributors and retailers all play separate parts in the delivery of electricity or gas to a building. Customers are also required to do certain things to ensure the energy supply system works efficiently.
If your electricity supply goes out for more than twelve hours, you may be entitled to payments under the guaranteed service level scheme.