Consumer Protection Code Review


During 2019 the Commission undertook a review of the Consumer Protection Code, an industry code that is applicable to energy and water utilities in the ACT. 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.

The review was completed in December 2019, with a new Consumer Protection Code coming into effect from 1 July 2020. Full details of the Commissions  review are detailed below.

Context and objectives of the review

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

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

  1. consumer protections (including minimum service standards) were 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: Final decision and Code released

On Thursday, 12 December 2019, the Commission released its final decision on the Consumer Protection Code review, together with a new Code.

The new Code will commence on 1 July 2020.

A copy of the Commission’s final report, media release and the determined Code is available below.

Submissions - Draft Report

Document NameTypeSizePublished date
Submission 1 - Icon waterPDF1.1 MB4 Nov 2019
Submission 2 - EvoenergyPDF7.2 MB4 Nov 2019
Submission 3 - ACATPDF3.4 MB4 Nov 2019
Notice from Utilities Technical RegulatorPDF330.2 KB4 Nov 2019

Public Forum: Consumer Protection Code review

As part of the Consumer Protection Code review, the Commission held a public forum at 2pm on Wednesday, 11 September 2019 at the Canberra Museum and Gallery, Canberra City ACT 2601.

The public forum included a presentation, which outlined the Commission’s draft decisions. A copy of the transcript of proceedings can be found below.

Document NameTypeSizePublished date
Transcript of proceedingsPDF213.7 KB18 Sep 2019

Consumer Protection Code review: Draft decision and draft Code released

On Friday 23 August 2019, the Commission released its draft decision on the Consumer Protection Code review, together with a draft Code.

The Commission hosted a public forum on the draft decision and draft Code at 2pm on Wednesday, 11 September 2019 in the Public Meeting Room at the Canberra Museum and Gallery, Cnr. London Circuit and Civic Square, Canberra City ACT 2601. 


A copy of the draft decision and draft Code are available to download and view below. Copies of the draft Code and draft submission may also be inspected at the Commission's offices.

Interested parties are invited to make a submission on the draft decision and draft Code.  A submission coversheet is available here. The closing date for submissions is Friday, 25 October 2019.

Stakeholders may also choose to make a short submission or give feedback via this link.

Document NameTypeSizePublished date
Draft decision - Consumer Protection Code ReviewPDF822.5 KB23 Aug 2019
Draft Consumer Protection CodePDF497.3 KB23 Aug 2019

Submissions - Issues Paper

Document NameTypeSizePublished date
Submission 1 - Rod MannsPDF68.8 KB11 Feb 2019
Submission 2 - EvoenergyPDF198.3 KB11 Feb 2019
Submission 3 - Energy AustraliaPDF142.7 KB11 Feb 2019
Submission 4 - COTA ACTPDF100.4 KB11 Feb 2019
Submission 5 - Icon WaterPDF5.1 MB11 Feb 2019
Submission 6 - ActewAGL Retail PDF7.4 MB11 Feb 2019
Submission 7 - ACATPDF639.3 KB11 Feb 2019
Submission 8 - Australian Energy RegulatorPDF178.9 KB11 Feb 2019
Submission 9 - ACTCOSSPDF156.8 KB11 Feb 2019
Supplementary submission - Evoenergy GSL Payments 29 MarchPDF149.6 KB5 May 2019
Supplementary submission - Icon Water - 8 AprilPDF655.5 KB5 May 2019

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.

Make a short submission or give feedback.

Document NameTypeSizePublished date
Report 9 - Consumer Protection Code Issues paperPDF962.2 KB6 Dec 2018
Consumer Protection Code 2012PDF200.2 KB6 Dec 2018