The Economic Regulation Authority (ERA) has announced that additional protections for electricity customers were now in its Code of Conduct for the Supply of Electricity to Small Use Customers 2023, and in effect.
The ERA said the Code regulates the conduct of retailers and distributors that supply electricity to residential and small business customers.
It said the new protections placed additional requirements on electricity retailers, ensuring they extend assistance in managing payments to all customers who request it.
It also mandates the retailers to set a minimum bill debt of $300 before a residential customer can be disconnected for non-payment and to provide targeted support and additional flexibility for customers on pre-payment meters. These are usually located in remote areas.
In a statement, the ERA said the new protections were particularly important given data it recently published showed increasing levels of bill debt for residential customers.
“For example, up to 30 June 2022, Synergy customers’ average debt reached $766, its highest level in six years, and Horizon Power customers’ average debt reached $974,” it said.
“Average bill debt for customers in hardship programs also remained higher than pre-pandemic levels.”
It said the changes included specific protections for residential customers who were vulnerable because they were experiencing family and domestic violence.
“Under the new code, electricity retailers, including Synergy and Horizon Power, must publish a family violence policy and implement measures to protect the privacy of customers experiencing family and domestic violence,” the Authority said.
“The retailers must train staff on how to identify customers who may be affected by family and domestic violence and provide assistance; they must not disconnect customers who are affected by family and domestic violence for a period of nine months,” it said.
