Consumer Protection Code Review

The Commission has commenced a review of the Consumer Protection Code, an industry code that is applicable to energy and water utilities in the ACT. A copy of the current code can be found here https://legislation.act.gov.au/di/2012-149/.  The code outlines the basic rights of customers, consumers and utilities with respect to access to, and provision of, utility services. The Code also deals with the general conduct of utilities (and their agents) in the delivery of utility services.

Context and objectives of the review

The purpose of the review is to ensure the ACT’s Consumer Protection Code remains appropriate, taking into account current and emerging utility consumer protection issues. The Commission will balance a number of considerations, including ensuring consumer protections are adequate, minimising regulatory compliance burden, and customers’ willingness to pay for any increased protections. In undertaking the review, the Commission will be guided by its objectives under the Utilities Act, of particular relevance:

  1. to encourage the provision of safe, reliable, efficient and high quality utility services at reasonable prices;
  2. to minimise the potential for misuse of monopoly power in the provision of utility services;
  3. to promote competition in the provision of utility services;
  4. to protect the interests of consumers; and
  5. to ensure that advice given to ICRC by the ACAT is properly considered.

The specific objectives of this review and Code redraft are to ensure that:

  1. consumer protections (including minimum service standards) are appropriate, meaningful and support the objectives of the Utilities Act 2000;
  2. where possible and appropriate, the Code complements the National Electricity Customer Framework;
  3. the Code is accessible and easy to understand by all stakeholders; and
  4. proposed Code changes do not discourage retail energy competition in the ACT.

 


Consumer Protection Code review: Issues paper released

The Commission released an issues paper on the Consumer Protection Code review on 29 November 2018. Stakeholder submissions will assist the Commission in identifying the priority matters that should be addressed in the Code redraft.  Stakeholders are invited to submit on any additional issues that have not been identified in the issues paper.

A copy of the issues paper is available below. The closing date for submissions is Friday, 1 February 2019.

A copy of the current Code is also available below for ease of reference.

( Document Name Type Size Published date )
Report 9 - Consumer Protection Code Issues paperPDF962 KB29/11/2018
Consumer Protection Code 2012PDF200 KB29/11/2018

Making a short submission or giving feedback

The feedback form below enables stakeholders to make short submissions to the Commission on its issues paper and draft report, or give feedback at anytime during the Commission’s review.
To make a longer submission please see the information on “how to make a submission” in the Commission’s issues paper and draft report when they are released.

Please note:
Feedback comments provided via the feedback form will be treated as Submissions.
For submissions made by individuals, all personal details other than your name and the State or Territory in which you reside will be removed from your submission before it is published on the Commission’s website. Copyright in submissions resides with the author(s), not with the Commission.
Submissions will be placed on the Commission’s website, shortly after receipt, unless prior contact has been made concerning material supplied in confidence, or to request a delayed release for a short period of time. Submissions will remain on the Commission’s website as public documents indefinitely.

The feedback form below enables consumers, beverage suppliers and other stakeholders to make short submissions to the Commission on its issues paper and progress report, or give feedback at anytime during the Commission's investigation.
To make a longer submission please see the information on "how to make a submission" in the Commission's issues paper and progress report when they are released.

Please note:
Feedback comments provided via the feedback form will be treated as Submissions.
For submissions made by individuals, all personal details other than your name and the State or Territory in which you reside will be removed from your submission before it is published on the Commission’s website.
Copyright in submissions resides with the author(s), not with the Commission.
Submissions will be placed on the Commission’s website, shortly after receipt, unless prior contact has been made concerning material supplied in confidence, or to request a delayed release for a short period of time. Submissions will remain on the Commission’s website as public documents indefinitely.

Your submission contains no material supplied in confidence and can be placed on the Commission’s websiteYour submission contains some material supplied in confidence (provided in a separate document and clearly marked IN-CONFIDENCE)