We are looking at how to ensure faster and more transparent electricity connections at new Victorian housing developments.
How this affects you
In December 2020, we received proposed new standards in customer service from electricity distribution businesses. We are now consulting with stakeholders to get their views on those standards.
Feedback on customer service standards
We invited feedback on whether:
- the distribution businesses gave you an opportunity to meaningfully engage with them on their standards for customer service
- the standards tackle the issues that are important to you
- you think the reporting framework for performance will help achieve more timely electricity connections.
Consultation closed on 9 February 2021.
Have your say
Submissions have now closed.
Read the distributors' customer service standards
What we've done so far
We released an issues paper in June 2020 proposing ways to improve how distributors manage the electricity connections they negotiate with developers. We held an online public forum while the issues paper was open for consultation. Stakeholders told us that they wanted a regulatory approach to help distribution businesses focus on timely electricity connections.
We released our decision paper on timely electricity connections in October 2020. Our decision required distribution businesses to consult with stakeholders to develop customer service standards. The objectives of these customer service standards were to:
- establish effective working relationships between distribution businesses and developers
- resolve issues that cause delays
- make distribution businesses accountable for the timing of connections that are negotiated with developers
- make the process and timeframes of connections transparent.
In December 2020, we received each distribution business’ standards in customer service. If we are satisfied with a business' proposed standards, we will direct the business to report to us on their performance using their standards. The customer service standards will take effect from March 2021.
What we are doing now
We are consulting with stakeholders to get their views on the customer service standards that have been created. We also want to hear from stakeholders about how the distribution businesses engaged with them and whether that engagement was effective.
What we will do next
We will assess each distribution business’ standards for customer service and consider stakeholders’ feedback on those standards. Your feedback may lead to amendments to a business’ standards.
As part of making a submission, we may need you to provide personal information, such as your name, email address, town of residence and postcode. We may use this information to send you updates about this review.
Our policy is to publish all submissions on the Essential Services Commission website. This process may involve publishing your personal information (your name, not your address). You can request anonymity by selecting the relevant tickbox.
We may also collect personal information when you email us with a query. Aside from any exceptions in relevant privacy legislation, we will not use or disclose the information you provide for any purpose other than to progress and respond to your query.
You have the right to access personal information we hold about you. We may ask you to pay a small fee for this. You can also request that we correct your personal information in our records at no charge.
You can request anonymity by selecting the relevant tickbox on this page. Depending on the circumstances, requesting anonymity may affect the weight we can give to your submission. Information that influences our decisions generally needs to be disclosed so stakeholders can understand the reasons for our findings.
Read more information about our submissions policy.
The Essential Services Commission is an independent regulator that promotes the long-term interests of Victorian consumers with respect to the price, quality and reliability of essential services. We regulate Victoria’s energy, water and transport sectors, and administer the local government Fair Go Rates system.