Energy Company Hardship Practices to Be Reviewed

18 February 2015

The Andrews Labor Government today launched a review of the hardship practices of energy companies to make sure Victorians struggling to pay their bills get the support they need to avoid disconnection.

The review will examine whether energy companies are doing enough to identify consumers struggling to pay bills and whether they have best-practice hardship programs in place to help these consumers.

The Essential Services Commission will carry out the review, which will examine whether the design of the regulatory system ensures customers receive the right assistance that gives them the best chance of avoiding disconnection.

The Essential Services Commission will publicly report on the performance of energy retailers in dealing with customers experiencing hardship.

It will also look at the regulator’s ability to monitor and enforce compliance and is part of the Labor Government’s drive to put energy consumers first.

Quotes attributable to Minister for Energy, Lily D’Ambrosio

“The Andrews Labor Government is determined to put the interests of Victorian consumers front and centre in its energy retail policies.

“The number of consumers being disconnected is too high and we need to make sure energy companies have best practice hardship programs in place to help those who are struggling with their bills.

Quotes attributable to Minister for Finance, Robin Scott

“It is paramount that Victorian energy customers are protected by a robust consumer protection regime.”

Reviewed 19 August 2020

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