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  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.

Submissions - Issues Paper

Document NameTypeSizePublished date
Submission 8 - Australian Energy RegulatorPDF178.9 KB18 Feb 2018
Submission 1 - Rod MannsPDF68.8 KB18 Feb 2019
Submission 2 - EvoenergyPDF198.3 KB18 Feb 2019
Submission 3 - Energy AustraliaPDF142.7 KB18 Feb 2019
Submission 4 - COTA ACTPDF100.4 KB18 Feb 2019
Submission 5 - Icon WaterPDF5.1 MB18 Feb 2019
Submission 6 - ActewAGL Retail PDF7.4 MB18 Feb 2019
Submission 7 - ACATPDF639.3 KB18 Feb 2019
Submission 9 - ACTCOSSPDF156.8 KB18 Feb 2019
Supplementary submission - Icon Water - 8 AprilPDF655.5 KB18 Apr 2019
Supplementary submission - Evoenergy GSL Payments 29 MarchPDF149.6 KB18 Apr 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 KB29 Nov 2018
Consumer Protection Code 2012PDF200.2 KB29 Nov 2018