EnergyAustralia will provide a customer remediation package of approximately $1.2 million of credits and debt waivers, following alleged failures to inform struggling customers of their payment assistance entitlements.
Victoria’s Essential Services Commission alleges that between December 4, 2019, and August 9, 2024, EnergyAustralia did not provide information about the assistance available to over 6,000 customers who had been recognised as having difficulty paying their bills. This likely led to customers missing out on concessions and grants they were eligible for, leading to further debt.
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The customer remediation package averages an estimated $179 per affected customer.
In Victoria, energy retailers must provide assistance to customers having difficulty paying their bills. This includes letting customers know what help is available.
Under changes to Victorian energy rules that take effect from October 2026, retailers must automatically move customers onto their cheapest plan if they are on payment difficulty support, or have been in debt for more than three months and owe more than $1,000.
This change is part of a wider suite of changes to Victoria’s energy rules to ensure costumers doing it tough get the best price and stay connected. Struggling customers should not have to pay a loyalty tax because of barriers to switching plans.
Essential Services Commission Chairperson and Commissioner Gerard Brody said, “This enforceable undertaking will make a real difference to affected customers by reducing their energy bills and debt. It delivers a timely resolution and meaningful remediation.
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“This outcome prioritises consumers by delivering direct benefit to affected customers. It also holds EnergyAustralia accountable for meeting its obligations to customers in payment difficulty.
“It’s disappointing that a company as large as EnergyAustralia has failed its customers. We expect businesses of this size to have robust systems in place to ensure this doesn’t happen.”
