The Economic Regulation Authority (ERA) has published its final decision on the review of the Code of Conduct for the Supply of Electricity to Small Use Customers 2018.
The review covers new protections for electricity customers which will apply from 20 February 2023.
Chair of the ERA, Steve Edwell said the Code regulated the conduct of retailers and distributors that supplied electricity to residential and small business customers.
“The amendments include new protections for residential customers who are vulnerable because they are experiencing family and domestic violence,” Mr Edwell said.
“Under the new Code, electricity retailers must publish a family violence policy and implement measures to protect the privacy of customers experiencing family and domestic violence.”
He said the Code also mandated that electricity retailers must train staff on how to identify customers who might be affected by family and domestic violence and provide assistance to those customers.
“They must not disconnect customers who are affected by family and domestic violence for a period of nine months and extend assistance in managing payments to all customers who request it,” Mr Edwell said.
“They should set a minimum bill debt of $300 before a residential customer can be disconnected for non-payment.”
He said the new Code made it easier for retailers to offer customers more flexible and innovative electricity products such as capped-price billing plans and mobile applications to provide bills.
“These protections will ensure that customers who experience family and domestic violence will be assisted by retailers’ specially-trained staff, have their privacy protected and not be at risk of disconnection,” Mr Edwell said.
“The changes to the Code will also enable retailers to modernise their services and communication with customers.”
