An industry code may set out practices, standards and other matters about the provision of a utility service. An industry code may deal with the following matters:
- network boundaries;
- connections to a network;
- utility service standards;
- the protection of customers and consumers;
- the metering of utility services;
- the provision of utility services generally and on a last resort basis;
- the termination of interruption of utility services;
- disconnections from a network;
- arrangements between licensed distributors and suppliers concerning the use of a network;
- the development of a network.
ACT Retail Electricity (Transparency and Comparability) Code
The ACT Retail Electricity (Transparency and Comparability) Code makes it easier for ACT households and small businesses to compare electricity offers and find an offer that helps them reduce their bills.
Under the Code, retailers will have to calculate and advertise discounts off a benchmark reference price to make it faster and simpler for consumers to compare offers. Retailers will also have to tell their customers when they might have a better offer and help them choose the offer that’s right for them.
Consumer Protection Code
The code came into effect on 1 July 2020.
The code applies to energy (electricity and gas) retailers and distributors and water and sewerage utilities.
The purpose of the code is to outline the basic rights of customers and consumers and set out obligations on utilities with respect to access to, and provision of, utility services.
The code establishes a number of consumer protections including:
- circumstances in which a utility can interrupt, restrict or disconnect services;
- information and process requirements for billing and debt collection;
- obligations utilities must meet when dealing with customers, such as notice periods and complaint handing;
- requirements for standard customer contracts (water and sewerage);
- utility obligations in respect of properties with life support equipment; and
- guaranteed service levels and automatic payment of rebates to customers.
The code can be accessed here: Consumer Protection Code (July 2020)
Network Boundary Codes
The Commission has previously been responsible for determining network boundary codes under the Industry Code provisions under Part 4 of the Utilities Act. With the introduction of the Utilities (Technical Regulation) Act in 2014, network boundary were transitioned across to Technical Codes under Part 3 of that Act. As a result, the following Industry Codes determined by the Commission have been revoked:
- Electricity Network Boundary Code (DI2017-277)
- Gas Network Boundary Code (DI2018-49)
- Water and Sewerage Network Boundary Code (DI2018-56)
The network boundary codes determined under the Utilities (Technical Regulation) Act 2014 are available for download on the ACT Legislation Register or from Utilities Technical Regulation.