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 at 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.

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

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
Supplementary submission - Evoenergy GSL Payments 29 MarchPDF149.6 KB--
Submission 9 - ACTCOSSPDF156.8 KB--
Supplementary submission - Icon Water - 8 AprilPDF655.5 KB--
Submission 7 - ACATPDF639.3 KB--
Submission 6 - ActewAGL Retail PDF7.4 MB--
Submission 8 - Australian Energy RegulatorPDF178.9 KB--

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 will be hosting 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. Stakeholders and interested parties are encouraged to register their intention to attend the forum by emailing icrc@act.gov.au.


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.

Written submissions on the draft decision and draft Code are invited. 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