Australian energy regulators

Each state government has two bodies that undertake different roles in the energy markets. One looks after setting the rules and making sure that all companies participating in the market are licensed and are following the regulations. The other – the Ombudsman – is responsible for resolving complaints between energy suppliers and their customers.

(i) Regulation

Including licensing, price setting for consumers not on negotiated contracts, market rules and competition.

The regulators are also responsible for developing and administering marketing conduct rules in each state. These codes set out the rules for how electricity suppliers and gas suppliers and the people who sell products on their behalf (including ShopAround) must act towards you. To access a copy of each state’s code please click here: Victoria; NSW; South Australia; Queensland.

At ShopAround, we are committed to providing you with a quality product and we have developed our own Marketing Conduct Rules which you can view here.

(ii) Ombudsman

Handling of customer complaints that have not been adequately dealt with by suppliers.

The Ombudsman is independent and able to make decisions without any interference, based on what is fair and reasonable. Their offices provide a free, independent way of resolving customer complaints about energy suppliers. Before contacting the Ombudsman you should try as best you can to resolve the issue directly with your electricity or gas supplier. Top Tip: Keep a note of any conversations you have with your supplier.

Generally they can investigate issues such as:

• disputed bills
• disconnection or restriction of supply
• actions of a supplier which affect your property
• quality of supply
• connection or transfer issues
• electricity and gas marketing

The most common complaints they receive relate to:

• Difficulty in paying bills
• High bills
• Energy competition
• Connection problems
• Supply difficulties and damage
• Land and property issues