Energy consumers

Consumer energy banner

 

The Electricity Act 1996 (Electricity Act) and Gas Act 1997 (Gas Act) establish the regulatory framework for the electricity and gas industries covering economic regulation, technical regulation, consumer protection and customer complaint handling. 

The principal functions and powers of the Commission in relation to the electricity and gas industries include:

  • licensing electricity and gas suppliers (e.g., generation, transmission, distribution, system control, and small-scale)
  • monitoring and reporting on the performance of licensed entities 
  • making industry codes regulating the behaviour of licensed entities, and
  • enforcing compliance with licensees’ regulatory obligations.

Have further questions?

Search the sections below to find out more about your electricity and gas supply in South Australia. 

icon-energy Information for customers in the national energy market

National electricity market

The National Electricity Market (NEM) is a wholesale market through which generators and retailers trade electricity in Australia. It interconnects the six eastern and southern states and territories including South Australia and delivers around 80% of all electricity consumption in Australia.

Electricity retailers buy electricity through the NEM and sell it to consumers.

Network service providers (transmission and distribution companies) transport (or "supply") the electricity (sold to retailers) from generators to consumers and charge consumers network charges for use of the network.

In the electricity supply industry, each customer has a separate contractual relationship with a retailer and the distributor, SA Power Network (formerly known as ETSA Utilities).

National gas market

Gas retailers sell and supply gas to "end use" consumers such as residential households and businesses.

As is the case in the electricity retail market, the gas retail market is subject to competition and gas retailers can decide what prices to charge customers on market contracts.

Embedded networks and on-selling

The owner of a site with an embedded network (typically apartment blocks, retirement villages, caravan parks and shopping centres) usually purchases energy from an authorised energy retailer and then ‘on-sells’ (or re-sells) the energy to the different consumers at the site. The main relationship the on-seller has with their customer is not the sale of energy. 

Most people that sell energy in embedded networks are known as ‘exempt sellers’ because they may not need to become authorised by the Australian Energy Regulator (AER) as energy retailers. However, they do need to hold a valid retail exemption from the AER and to follow certain rules. These rules are there to protect your rights. 

Learn more about embedded networks, electricity on-selling and your consumer rights

Energy consumer protections

From 1 February 2013, the Australian Energy Regulator (AER) became responsible for administration of the National Energy Customer Framework (NECF).  The NECF is the final stage in the transition to a national regime for the sale and supply of electricity and gas by retailers and distributors to retail customers.  This means, the energy standing contract price setting role previously performed by the Commission ceased on 1 February 2013.  As a result, retail energy contracts are no longer price regulated in South Australia.

The national energy laws are designed to protect you in your dealings with energy retailers and distributors.  Understanding your rights and responsibilities can help you get an energy offer that works best for you, as well as help you to resolve any problems that may arise.

Visit the Australian Energy Regulator website for more information on: 

  • choosing an energy retailer
  • understanding your bill
  • steps you can take if problems arise (including if you are experiencing payment difficulties or financial hardship impacting on your ability to pay your energy bills)
  • energy efficiency
  • switching energy retailers, and 
  • your rights with energy marketing

The Australian Competition and Consumers Commission (ACCC) website has useful information to help understand your consumer rights, or you can call to report a consumer issue on 1300 302 502.   

The Commission remains responsible for establishing the service standards that the electricity and gas network businesses ElectraNet, SA Power Networks, and Australian Gas Networks, must deliver to most South Australian customers.

SA Power Networks Guaranteed Service Level Scheme

Under the Electricity Distribution Code, SA Power Networks is required to comply with the Guaranteed Service Level (GSL) scheme. 

When certain service levels are not met under the GSL scheme, SA Power Networks is required to automatically make payments to its customers. 

Read the fact sheet to learn more about the GSL scheme and how to access further information. 

Energy contracts

Under the National Energy Customer Framework (NECF), there are two types of energy contracts available in South Australia: 

  • standard retail contract, and
  • market retail contract.

The majority of South Australian customers have entered into a market contract arrangement with the energy retailer of their choice. This means that they receive the benefits of the consumer protections established and administered by the Australian Energy Regulator (AER) but the prices they pay are set by their energy retailer. Discounts applying to an energy contract are with reference to a Default Market Offer (DMO), which is a maximum price that retailers can charge electricity customers and is set by the AER for each financial year. If you are unsure which type of energy contract you are on, check with your energy retailer.

Visit the following websites to find out more about: 

Energy price comparisons

Energy Made Easy is a free Australian Government energy price comparison service for households and small businesses that can be used to compare and find the best electricity and gas plan for your needs. 

Solar feed-in tariff scheme

Under the provisions of the Electricity Act, and following an extensive public review, the Commission determined that it would not set a minimum amount for the purposes of the South Australian Retailer Feed-in Tariff (R-FiT) scheme from 1 January 2017. Instead, each electricity retailer is required to:

  • determine the R-FiT amount and structures it will pay to its solar customers for electricity fed into the distribution network, and
  • demonstrate publicly how their offers provide that benefit to solar customers.

This decision reflects the Commission’s view that the practice of setting a minimum price for the R-FiT no longer serves the best interests of consumers, who may otherwise miss out on more beneficial arrangements, such as:

  • better total packages
  • time-of-use feed-in pricing arrangements, or
  • other innovations.  

However, the Commission will maintain an active monitoring role in this area. If evidence arises to show that long-term interests of consumers are not being well served by this change, the Commission retains reserve powers to re-set a minimum price for the R-FiT under the Electricity Act.

Monitoring of retailer feed-in tariffs

In December 2016, the Commission published the SA electricity retailer feed-in tariff (R-FiT) - review of regulatory arrangements. This announced the Commission's decision to not set a minimum R-FiT paid for solar electricity fed into the grid by solar customers. The Commission decided that a monitoring regime would commence in 2017 to ensure that solar customers would continue to be able to access offers comparable with those of non-solar customers and reflect the benefits of solar exports. It would also provide the Commission with an evidence base to determine whether it should set a minimum price for the R-FiT in the future.

The monitoring of retailer feed-in tariffs - fact sheet outlines that monitoring regime:

Further information on solar power

Visit SA Power Networks to learn about its many solar energy initiatives

Clean Energy Council provides guidance to consumers about accredited installers, approved solar retailers and information about related technologies such as solar water heating. 

Making complaints

If you have a query or complaint regarding your electricity, gas, or water bill you should first contact your current retailer, so they are aware of your concerns and have an opportunity to attempt to resolve the issue.  Your retailer’s contact details will be on your bill. 

If you are unsatisfied with the response provided by your retailer, you can contact the Energy and Water Ombudsman on free call 1800 665 565.

Energy concessions

Energy bill concession

If you are on a low or fixed income, you may apply for help with the cost of your home electricity bill.

For eligibility criteria, concession rates, application form and further assistance: 

Medical heating and cooling concession

If you are on a low or fixed income and have a clinically verified medical condition which requires the frequent use of heating or cooling in your home to prevent the severe worsening of your condition, you may apply for a concession on your energy bill.

For eligibility criteria, concessions rates, application form and further assistance:

Using and saving energy

Visit the SA Government website to learn about saving energy when heating, cooling, lighting, and using household appliances as well as calculating energy running costs for your home and business.

Energy efficiency advice

The South Australian Government’s Energy Advisory Service provides free, independent information on a range of energy topics, including:

  • help saving energy at home
  • understanding your energy bills and meters
  • how to calculate appliance running costs
  • links to services that can help you if you have trouble paying bills
  • general information about energy efficient home design and renewable energy technology, like solar photovoltaic systems and battery storage.

Visit the Energy Advisory Service website to learn more or call 08 8204 1888 or 1800 671 907 (free call from fixed lines), available Monday to Friday, 9:00 am to 5:00 pm.

Retailer Energy Productivity Scheme (REPS)

The Retailer Energy Productivity Scheme (REPS) is a South Australian government initiative that encourages households and businesses to reduce energy usage, save money on energy bills and help the environment by reducing greenhouse gas emissions. 

The REPS achieves this by setting energy productivity targets to be met by obliged energy retailers which can be achieved by delivering eligible energy productivity activities to homes and businesses. 

As part of the REPS, obliged energy retailers may choose to provide incentives (free or reduced-price efficient products) to South Australian households and businesses. 

Energy productivity activities that may be available for your home or business include*:

  • energy efficient lighting
  • water saving showerheads
  • hot water upgrades
  • air conditioner upgrades, and
  • energy efficient appliances such as a fridge, freezer, or clothes dryer

*Please contact the activity providers directly for advice on eligibility and any costs that may be involved with the delivery of energy productivity activities. 

View all 31 energy productivity activities offered through the REPS that obliged energy retailers may choose to provide.

To access these activities, please contact an activity provider that is offering the energy productivity activity you need.

For more information

Learn more about the REPS or send an enquiry and we will contact you.

icon-energy Information for customers in small-scale energy networks

Small-scale energy networks

There are regional and remote communities in South Australia that are provided with electricity through standalone (off-grid) networks. Some of these networks are not connected to the National Electricity Market (NEM) and some are connected to the NEM via an inset network arrangement. 

There are several areas in South Australia that are not connected directly to the national gas network and are instead provided with Liquid Petroleum Gas (LPG) through standalone networks or Liquid Natural Gas (LNG) from the national gas network via an inset network arrangement. 

In South Australia, more than 6,000 electricity and almost 5,000 gas customers receive supply from a standalone network, also known as a small-scale (gas or electricity) network.

The Commission regulates the energy supply industry and is responsible for issuing a licence to small-scale entities providing energy operations in South Australia. The Commission has made relevant industry codes regulating the conduct and operations of the licensed entities and compliance with relevant codes is a mandatory condition of each electricity and gas licence issued by the Commission.

Consumer protections and reporting requirements

The Commission regulates aspects of small-scale energy networks’ operations because these operators generally hold a monopoly provider position in the market. Small-scale energy networks must comply with consumer protection measures and reporting requirements set by the Commission (under statutory powers). The overall regime is summarised as:

  • Consumer protection measures – licence conditions set out the behavioural standards and minimum requirements to be complied with by small-scale energy networks when engaging with their customers.
  • Performance assessment – reporting guidelines set out the Commission’s performance monitoring framework.

Small-scale energy networks are also required to comply with technical requirements – such as the development of a Safety, Reliability, Maintenance and Technical Management Plan (SRMTMP), a connections policy, and a metering plan (if applicable).

The Commission has adopted a verified trust and accountability (VTA) regulatory approach to the way it regulates small-scale energy services in South Australia. The categorisation of licensees forms part of the VTA approach. The Commission will assess each licensee on compliance and sustainability performance and place it in one of two categories: 

  • Category A: Licensees considered trusted to competently run their networks with less prescriptive regulatory oversight. Category A licensees benefit from reduced regulatory reporting. 
  • Category B: Licensees where there are concerns regarding network performance, with respect to either compliance, medium to long-term service sustainability, or both – and there does not appear to be a credible, measurable remediation strategy. This does not imply or mean that the licensee’s operation is unsafe but indicates that customers are facing a higher level of service risk than appropriate.

The results of the assessment for each licensed operator is publicly available via the gas licence register or electricity licence register. This ensures customers and licensees have transparency regarding the outcome of the assessment. Classification of licensees may change, depending on the licensee’s performance over time.

Customer sale contracts

The small-scale retailer is required to:

  • develop customer sale contracts that retailers can use to ensure that there are clear and legally enforceable rights in the sale and supply of energy services. 

Contact your retailer to learn more about the terms and conditions and contractual information relating to how it will connect, sell, and supply energy services to you. 

Customer dispute resolution procedures

The small-scale retailer is required to have procedures:

  • for dealing with customer enquiries, complaints, and the resolution of disputes between a customer and service provider based on the Australian Standard for complaint management in organisations AS1002:2022 (or any standard which supersedes this standard).

Contact your retailer to learn more about the procedures for dealing with customer enquiries, complaints, and the resolution of disputes between you and the retailer. 

Supply obligations

The small-scale retailer is required to:

  • maintain the quality of supply
  • minimise frequency and duration of supply interruptions
  • provide notice for planned interruptions, and 
  • connect customers within agreed timeframes. 

Contact your retailer to learn more about the supply obligations between you and the retailer. 

Customer service obligations

The small-scale retailer is required to:

  • provide regular bills containing specific information
  • conduct regular meter readings, and 
  • use appropriate methods of communication. 

Contact your retailer to learn more about the requirements around billing to ensure that you are receiving accurate billing information in a timely manner.

 

Dealing with billing disputes

A small-scale energy retailer is required to:

  • address billing disputes (including undercharging and overcharging) in a fair and reasonable way
  • meet minimum billing requirements (including offering customers minimum payment methods and flexible payment arrangements)
  • assist customers experiencing financial hardship 
  • adhere to rules relating to security deposits
  • make disclosures about changing tariffs, and
  • publicly provide pricing information. 

Contact your retailer to learn more about the minimum requirements around billing, billing disputes, payment terms and methods and what assistance is offered to help customers experiencing financial hardship. 

If you are experiencing, or expecting to experience, financial difficulties please read the small-scale energy networks financial hardship factsheet for more information about your consumer rights, options that are available to you, and how to access further assistance. 

The small-scale energy networks security deposits factsheet outlines when a retailer can ask for a security deposit, the maximum amount they can ask for, and the minimum requirements around the return of a security deposit or bank guarantee.

Disconnection and restoration of supply

A small-scale retailer has obligations and requirements relating to:

  • disconnecting customer supply for non-payment 
  • timeliness for restoration of supply, and 
  • prohibitions on disconnection. 

Contact your retailer to learn more about disconnections and the requirements to ensure that you can have your supply restored quickly.

Read the factsheet for more information about disconnection and reconnection of supply for small-scale network customers.

Monitoring of small-scale licensees

The Commission has identified key metrics to monitor the performance of small-scale licensees over time. These include:

  • the number of complaints received by each small-scale retailer and distributor
  • the number of disconnections for non-payment of a bill made by each small-scale retailer
  • the number and duration of interruptions of supply for each small-scale distributor, and
  • licensees’ compliance with their licence requirements. 

Monitoring these indicators allows the Commission to assess the adequacy of licensees’ performance over time, determine whether enforcement action may be required and evaluate whether the consumer protections the Commission imposes as licence conditions sufficiently protect consumers.

Regulatory performance reports provide information on the performance outcomes of regulated providers of essential services in South Australia. This includes the network service/reliability performance of small-scale electricity networks. For more information view the performance outcomes. 

Residential customers using life support equipment

A small-scale retailer is obliged to do the following for life support customers upon being notified: 

  • register the supply address as a life support system address and the date from which a life support system is required
  • provide the customer with a faults and emergencies telephone contact number, and
  • not arrange for the disconnection of the supply address for non-payment.

Contact your retailer to learn more about protections for customers using life support equipment. 

Read the small-scale energy networks life support factsheet for more information on: how to notify your retailer that you are using life support equipment, your responsibility to plan for energy supply interruptions, and the minimum retailer obligations for life support customers.

Prepayment by default consumer protections

In December 2021, the South Australian Government introduced regulations which requires some electricity customers to prepay their electricity by default. 

The regulations, which commenced 1 July 2022, require the Commission to impose a condition on Cowell Electric Supply Pty Ltd’s (Cowell Electric) electricity licence that it only sell electricity to ‘prescribed customers’ using a prepayment meter system.

The prescribed customers are approximately 2500 residential customers in the remote Aboriginal communities and associated homelands of Anangu Pitjantjatjara Yankunytjatjara (APY) Lands, Yalata, and Oak Valley. 

The Commission has developed a set of minimum consumer protections for customers in these communities, which forms a schedule to Cowell Electric’s licence.

Read the fact sheet for more information about electricity protections for Cowell Electric's community prepayment customers, including:

  • how to contact Cowell Electric
  • where to find additional information (available in Pitjantjatjara and English)
  • different payment options, and 
  • Cowell Electric’s obligations to life support customers.
 

Making complaints

If you have a query or complaint regarding your electricity, gas, or water bill you should first contact your current retailer, so they are aware of your concerns and have an opportunity to attempt to resolve the issue.  Your retailer’s contact details will be on your bill. 

If you are unsatisfied with the response provided by your retailer, you can contact the Energy and Water Ombudsman on free call 1800 665 565.

Energy concessions

Energy bill concession

If you are on a low or fixed income, you may apply for help with the cost of your home electricity bill.

For eligibility criteria, concession rates, application form and further assistance: 

Medical heating and cooling concession

If you are on a low or fixed income and have a clinically verified medical condition which requires the frequent use of heating or cooling in your home to prevent the severe worsening of your condition, you may apply for a concession on your energy bill.

For eligibility criteria, concessions rates, application form and further assistance:

Using and saving energy

Visit the SA Government website to learn about saving energy when heating, cooling, lighting, and using household appliances as well as calculating energy running costs for your home and business.

Energy efficiency advice

The South Australian Government’s Energy Advisory Service provides free, independent information on a range of energy topics, including:

  • help saving energy at home
  • understanding your energy bills and meters
  • how to calculate appliance running costs
  • links to services that can help you if you have trouble paying bills
  • general information about energy efficient home design and renewable energy technology, like solar photovoltaic systems and battery storage.

Visit the Energy Advisory Service website to learn more or call 08 8204 1888 or 1800 671 907 (free call from fixed lines), available Monday to Friday, 9:00 am to 5:00 pm.