We strongly support the Essential Services Commission (ESC)’s focus on compelling retailers to do more to address actual and potential harms—particularly for consumers in vulnerable circumstances—and on clarifying currently unclear obligations to support better service outcomes for Victorian consumers.
While we welcome the ESC’s focus on the issues identified in the consultation paper (and recognise this builds on important reforms in Stage 1), there is a missed opportunity to consider the rules-based framework holistically to ensure it is delivering good outcomes for consumers.
Our key recommendations:
- Introduce an overarching, outcomes-based consumer duty
- Strengthen family violence protections by mandating safe practices
- Prohibit disconnection for customers affected by family violence
- Co-design culturally safe approaches with Aboriginal and Torres Strait Islander peoples
- Extend protections to embedded network and secondary meter customers
- Improve gas exit processes by requiring clear, standardised information from retailers
- Increase accountability through clearer complaint-handling requirements and enhanced reporting on outcomes
Read our submission (PDF, 397.28KB) for more information.
Page last updated:
15 May 2026
