Victoria’s major energy retailers have been ranked according to how they deal with customers experiencing financial hardship.
Speaking at the launch of the Financial and Consumer Rights Council’s 2016 Rank the Energy Retailer report, Minister for Energy, Environment and Climate Change Lily D’Ambrosio said it was important energy retailers worked hard to assist all members of the community, no matter their circumstances.
The report outlines the findings of a survey of Victorian financial counsellors, which asked counsellors to rate retailers on communication, processes, attitudes and outcomes for the customer.
The Andrews Labor Government has been working to provide more information on the performance of energy retailers and has recently introduced changes to the Essential Services Commission Act 2001 to require the Commission to:
- release an annual report in relation to the performance of energy retailers
- provide quarterly updates on the retailer performance report.
These changes will improve consumer access to information about the performance of energy retailers, and will also assist retailers in identifying areas that need attention or improvement.
The 2016 Rank the Energy Retailer report complements the Labor Government’s popular consumer information service Victorian Energy Compare – an independent online tool which helps consumers compare electricity, gas and solar offers from all energy providers.
The Government’s Victoria Energy Compare tool can be found at
Quotes attributable to Minister for Energy, Environment and Climate Change Lily D’Ambrosio
“This is about recognising the services that are working for customers, shortfalls in performance and what we can do as a government to help our energy industry demonstrate best practice.”
“It’s pleasing to see that disconnection rates and complaints to the Ombudsman are falling, and our planned changes to the Hardship Framework will see this trend continue.”
“I encourage anyone experiencing financial hardship to take the first step and contact their energy retailer.”
Reviewed 19 August 2020