Small-scale energy networks consumer protection framework review
21 Jun 2023
The Commission undertook a review of the effectiveness of its small-scale energy consumer protection framework, which applies to around 5,500 customers located in regional and remote areas of the State where the National Energy Customer Framework does not apply.
The framework provides small-scale energy networks customers with protections around standards terms and conditions, customer service, dispute resolution, billing, payment assistance, disconnection and restoration of supply obligations.
The final decision results in four main enhancements to the Commission’s consumer protection framework for small-scale energy networks customers:
- Improved clarity and consistency between small-scale gas and electricity consumer protections.
- Aligning hardship and disconnection protections with those in the National Energy Customer Framework where appropriate and necessary to improve outcomes for customers.
- Extending consumer protections to ‘customers’ rather than ‘small customers’ in the Small-scale Networks Gas Code and Prepayment Meter System Code.
- Updating the Prepayment Meter System Code to reflect the significant technological improvements in metering systems since the code was introduced in 2005.
The development of the final decision has been informed by two formal rounds of stakeholder consultation and feedback, along with ongoing stakeholder engagement.
The three codes (Small-scale Electricity Networks Code, Small-scale Gas Networks Code and Prepayment Meter System Code) will come into effect on 1 July 2023. Licensees will have a six-month transition period to 1 January 2024 to implement the new requirements.
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Small-scale energy networks consumer protection framework review