Resolve your energy retail problem

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Consumer Affairs Victoria administers the Australian Consumer Law, and may be able to help if your problem relates to:

Other helpful organisations

Several organisations can provide you with information about energy services and help you if you have problems with your energy supplier.

Energy and Water Ombudsman Victoria (EWOV)

EWOV is an independent service that investigates and resolves customer complaints about electricity, natural gas, bottled gas (LPG) and water companies.

It has 10 videos that provide customers with easy-to-understand advice and help resolving their complaints. To view the videos and for more information, visit the Energy and Water Ombudsman Victoria website.

Department of Energy, Environment and Climate Action (DEECA)

DEECA manages the Victorian Energy Saver website, which provides information, tips and tools to keep Victorians informed about changes and improvements to Victoria's energy system.

For more information, visit the Victorian Energy Saver website.

Victorians can also compare energy offers and find the best price for their needs.

 For more information, visit the Victorian Energy Compare website.

Essential Services Commission (ESC)

The ESC promotes the interests of Victorian consumers with regard to the price, quality and reliability of essential services such as electricity.

It is also responsible for:

  • making sure energy retailers abide by the code of conduct for energy marketing in Victoria
  • managing Victoria’s Victorian Energy Efficiency Target Scheme.

For more information, visit the Essential Services Commission website.

Australian Energy Regulator (AER)

The AER is part of the Australian Competition and Consumer Commission (ACCC).

In Victoria, the AER sets the prices charged for using energy networks (electricity poles and wires, and gas pipelines) to transport energy to customers, and oversees the wholesale market.

For more information, visit the Australian Energy Regulator website and the Australian Competition and Consumer Commission website.

Solar Victoria

Solar Victoria was established to deliver the Solar Homes Package. The package supports Victorian households to install solar panels and solar hot water systems, helping to reduce energy costs.

For more information and to check eligibility, visit the Solar Victoria website.