Strengthening protections for energy customers

The Essential Services Commission is inviting Victorians to help shape the next stage of energy reforms, with a focus on strengthening protections for vulnerable Victorians. 

The commission is seeking feedback on: 

• ways to improve outcomes for First Nations energy customers, including what retailers can do to better support cultural safety  

• opportunities to strengthen existing family violence protections 

• ways to improve the accuracy of customer contact details to ensure people can be contacted during extreme weather events that may trigger unplanned power outages.  

The commission is considering and seeking feedback on ways to strengthen family violence protections, including:  

• requiring energy retailers to review their family violence policies in consultation with experts in family violence prevention 

• strengthening family violence training for energy retailer staff  

• implementing safer communication and debt management practices for customers impacted by family violence improving protections for customers impacted by family violence who live in embedded networks, such as apartments and retirement villages.  

The review is the second stage of the commission’s review of the Energy Retail Code of Practice. The code sets out the rules electricity and gas retailers must follow when selling energy to Victorian consumers.  

Through consultation, the commission will explore how protections can be strengthened in ways that deliver meaningful benefits, while simplifying the framework for consumers and the retail energy market.  

Those interested in providing feedback can do so by visiting engage.vic.gov.au until 5pm, Friday 24 April 2026.  

This next stage of energy reforms will build on the changes introduced last year that help customers get the best price, stay connected, and tackle the energy market’s loyalty tax.  

Quotes attributable to Essential Services Commission Chairperson and Commissioner, Gerard Brody  

“Victoria has some of the strongest protections for energy customers in the nation, but many customers affected by family violence continue to have poor experiences with energy retailers."

“We’re considering changes that would require retailers to better support customers impacted by family violence, including by effectively managing their personal and financial safety.”  

“Energy is an essential service and all energy customers deserve to feel safe, respected and supported when engaging with their retailer. We’re seeking feedback on reforms that will ensure every customer can access reliable support when they need it most.”