Amend the Energy Retail Code and Customer Service Code to include family violence hardship provisions

Recommendation 109


Who is leading the change

Department of Treasury and Finance

The Victorian Government work with the Essential Services Commission to:

  • amend the Energy Retail Code and Customer Service Code—Urban Water Businesses to:
  • list minimum eligibility criteria for access to hardship programs
  • include family violence as an explicit eligibility criterion
  • develop industry guidelines for energy and water retailers to require comprehensive and ongoing training of customer service staff to help them identify customers experiencing family violence and financial hardship
  • publicise the availability of dispute resolution mechanisms for people affected by family violence