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        "title": "Payment difficulty framework implementation review findings report (PDF version)",
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        "title": "Payment difficulty framework implementation review findings report executive summary (PDF version)",
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        "period": "2020",
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        "title": "Payment difficulty framework review: our approach",
        "url": "https://www.esc.vic.gov.au/sites/default/files/documents/payment-difficulty-framework-review-our-approach-20210902.pdf",
        "period": "2021",
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        "title": "Honeycomb Strategy, Essential Services Commission Energy Market Insights Research Report",
        "url": "https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf",
        "period": "2020",
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        "title": "Assessing the competitiveness and efficiency of the Victorian energy retail market: Framework and approach",
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        "title": "Energy Retailers’ Financial Hardship Policies Framework Paper",
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        "period": "2020",
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        "url": "https://www.esc.vic.gov.au/sites/default/files/documents/Essential%20Services%20Commission%20Annual%20Report%202023-24.pdf",
        "period": "2020",
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  "internal_strategy_evidence_md": "# Essential Services Commission - Strategy, Performance, and Operating Profile\n\n**Generated at**: 2026-05-09T22:46:29.086131+00:00\n**Entity ID**: S-VIC-060\n**Entity type**: Independent Statutory Authority\n**Jurisdiction**: VIC\n**Portfolio**: \n**Website**: https://www.esc.vic.gov.au/\n\n> Draft generated from scraped source material. Treat this as an evidence pack for editorial review, not a final judgement.\n\n## Source Coverage\n\n| Source type | Count |\n|---|---:|\n| other-pdfs | 5 |\n| pages | 32 |\n| reviews | 14 |\n| strategies | 7 |\n\n## Executive Readout\n\n### Purpose\n\n- [Page 5]\nContents\nPreface ii\nStructure of this report ii\nData and figures presented in the report iii\nContents 4\nExecutive summary 6\nOur review of the effectiveness of the framework’s implementation 6\nVictoria’s energy payment difficulty framework: At a glance 9\nPositive and improved customer outcomes 9\nExamples of variable customer outcomes across retailers 10\nSummary of our key findings 13\nImproving the operation of the framework 19\nNext steps 19\nIntroduction 20\nThe payment difficulty framework 21\nUnderstanding consumers’ experience of vulnerability 24\nOur approach 27\nPurpose of our review 27\nOur review process 28\nHow we assessed the framework’s implementation against its objectives 30\nCommon themes across the framework 31\nCustomer outcomes are variable across retailers 31\nCustomer awareness of their entitlements is critical for success 32\n  Source: `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)`\n- [Page 6]\nCONTENTS\nPreface III\nHow to respond V\nContents VI\n1 INTRODUCTION 1\n1.1 Purpose of this framework paper 1\n1.2 Commission’s objective 1\n1.3 Current regulatory context 1\n1.4 Commission’s new energy function 3\n1.5 Interim approvals of energy financial hardship policies 4\n1.6 Structure of paper 4\n2 PRINCIPLES FOR APPROVAL 5\n2.1 Legislative requirements 5\n2.2 Commission’s approval approach 5\n3 ELEMENTS of HARDSHIP POLICIES 11\n3.1 Overview 11\n3.2 Legislative requirements 11\n3.3 ‘Best practice’ additional requirements 14\n3.4 Mutuality of obligations 15\n3.5 Policy reviews 15\n4 APPROVAL PROCESS 17\n4.1 Approval 17\n4.2 Categorisation of regulatory obligation 17\n4.3 Role of guidelines 18\n5 Consultation Process 19\n5.1 Reference group 19\n5.2 Public consultation 19\n5.3 Timeframes 19\n5.4 Compliance 19\n6 APPENDIX A – PROPOSED ELEMENTS OF A BEST PRACTICE\nHARDSHIP RESPONSE PROGRAM 21\n  Source: `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf)`\n- 41\n4.6 OUTCOMES FOR CUSTOMERS 49\n4.7 OUTCOMES FOR RETAILERS 59\n5 LEADING AND BEST PRACTICE 61\nINTRODUCTION 62\n5.2 LEADING RETAILER PRACTICE IN VICTORIA 62\n5.3 LEADING REGULATORY PRACTICE IN OTHER JURISDICTIONS 63\n5.4 PRACTICE IN OTHER SECTORS 68\n5.5 CONCLUSION ON BEST PRACTICE 73\n6 RESPONSE TO THE FINDINGS 75\nINTRODUCTION 75\n6.1 IMPROVING RETAILER PRACTICES 75\n6.2 IS THE CURRENT FRAMEWORK FIT FOR PURPOSE?\n  Source: `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf)`\n- [Page 8]\n4 THE COMMISSION’S PROPOSAL 59\nINTRODUCTION 59\n4.1 PURPOSE AND OUTCOMES 60\n4.2 DESIGN PRINCIPLES 62\n4.3 OVERVIEW OF THE PROPOSED FRAMEWORK 63\n4.4 SCOPE OF ASSISTANCE IN DETAIL 72\n4.5 DELIVERY OF ASSISTANCE IN DETAIL 77\n4.6 DETAILS OF MONITORING AND REPORTING 99\n4.7 IMPACTS OF THE NEW FRAMEWORK 102\n4.8 CONCLUSION 105\n5 ROADMAP FOR IMPLEMENTATION 107\nINTRODUCTION 107\n5.1 FURTHER CHANGE TO REGULATORY INSTRUMENTS 107\n5.2 TRANSITION TO THE FRAMEWORK 108\nAPPENDIX A - TERMS OF REFERENCE 113\nAPPENDIX B - REFERENCE LIST 117\nESSENTIAL SERVICES COMMISSION SUPPORTING CUSTOMERS, AVOIDING LABELS.\n  Source: `reviews/Energy-Hardship-Inquiry-Final-Report-February-2016-1.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Energy-Hardship-Inquiry-Final-Report-February-2016-1.pdf)`\n\n### Role and Functions\n\n- [Page 6]\nCONTENTS\nPreface III\nHow to respond V\nContents VI\n1 INTRODUCTION 1\n1.1 Purpose of this framework paper 1\n1.2 Commission’s objective 1\n1.3 Current regulatory context 1\n1.4 Commission’s new energy function 3\n1.5 Interim approvals of energy financial hardship policies 4\n1.6 Structure of paper 4\n2 PRINCIPLES FOR APPROVAL 5\n2.1 Legislative requirements 5\n2.2 Commission’s approval approach 5\n3 ELEMENTS of HARDSHIP POLICIES 11\n3.1 Overview 11\n3.2 Legislative requirements 11\n3.3 ‘Best practice’ additional requirements 14\n3.4 Mutuality of obligations 15\n3.5 Policy reviews 15\n4 APPROVAL PROCESS 17\n4.1 Approval 17\n4.2 Categorisation of regulatory obligation 17\n4.3 Role of guidelines 18\n5 Consultation Process 19\n5.1 Reference group 19\n5.2 Public consultation 19\n5.3 Timeframes 19\n5.4 Compliance 19\n6 APPENDIX A – PROPOSED ELEMENTS OF A BEST PRACTICE\nHARDSHIP RESPONSE PROGRAM 21\n  Source: `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf)`\n- [pages 6,7,8]\npolicies 4\n1.6 Structure of paper 4\n2 PRINCIPLES FOR APPROVAL 5\n2.1 Legislative requirements 5\n2.2 Commission’s approval approach 5\n3 ELEMENTS of HARDSHIP POLICIES 11\n3.1 Overview 11\n3.2 Legislative requirements 11\n3.3 ‘Best practice’ additional requirements 14\n3.4 Mutuality of obligations 15\n3.5 Policy reviews 15\n4 APPROVAL PROCESS 17\n4.1 Approval 17\n4.2 Categorisation of regulatory obligation 17\n4.3 Role of guidelines 18\n5 Consultation Process 19\n5.1 Reference group 19\n5.2 Public consultation 19\n5.3 Timeframes 19\n5.4 Compliance 19\n6 APPENDIX A – PROPOSED ELEMENTS OF A BEST PRACTICE\nHARDSHIP RESPONSE PROGRAM 21\n7 APPENDIX B - ENERGY FINANCIAL HARDSHIP: AVAILABLE\nASSISTANCE 22\nESSENTIAL SERVICES COMMISSION FRAMEWORK PAPER - CONTENTS VI\nVICTORIA ENERGY RETAILERS'\nFINANCIAL HARDSHIP\nPOLICIES\n  Source: `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf)`\n- Licensed energy retailers who have interim financial hardship policies\napproved by the Minister are required to submit a financial hardship policy to the\nCommission for approval by 31 March 2007.12\n1.6 Structure of paper\nThe remainder of this framework paper is structured as follows.\n• Chapter 2 describes the Commission’s interpretation of the principles for\napproval it is required to consider.\n• Chapter 3 describes the required contents of financial hardship policies\nsubmitted for approval.\n• Chapter 4 describes the Commission’s policy approval process, compliance and\nmonitoring of the energy hardship policy obligations and the intended function of\nthe Commission’s forthcoming guidelines.\n• Chapter 5 sets out the Commission’s consultation process in developing this\nframework paper and the schedule for finalisation of initial regulatory documents\nto establish its approval process.\n  Source: `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf)`\n- [pages 10,11,12]\nr 2 describes the Commission’s interpretation of the principles for\napproval it is required to consider.\n• Chapter 3 describes the required contents of financial hardship policies\nsubmitted for approval.\n• Chapter 4 describes the Commission’s policy approval process, compliance and\nmonitoring of the energy hardship policy obligations and the intended function of\nthe Commission’s forthcoming guidelines.\n• Chapter 5 sets out the Commission’s consultation process in developing this\nframework paper and the schedule for finalisation of initial regulatory documents\nto establish its approval process.\n  Source: `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf)`\n- 99\nOur key findings: disconnection as a last resort 99\nKey finding: The level and quality of retailer-customer engagement affects customer\noutcomes 99\nDisconnection for non-payment under the framework 100\nLevels of disconnection of residential energy customers 102\nImproving the operation of the framework: disconnections 111\nImproving the operation of the framework 112\nIdentifying areas to improve the framework’s implementation 112\nNext steps 118\nSecond phase of the implementation review (June to August 2022) 118\nOur on-going role in regulating the implementation of the framework 118\nAppendix 1: Call recordings study scope and methodology 120\nContext of the call recordings study 120\nSample selection 120\nScope of services provided by ORIMA Research 121\nAppendix 2: Additional customer outcomes analysis 122\nStandard assistance 123\nTailored assistance 123\nCustomer arrears 132\n  Source: `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)`\n- [pages 6,7,8,9,10]\nying areas to improve the framework’s implementation 112\nNext steps 118\nSecond phase of the implementation review (June to August 2022) 118\nOur on-going role in regulating the implementation of the framework 118\nAppendix 1: Call recordings study scope and methodology 120\nContext of the call recordings study 120\nSample selection 120\nScope of services provided by ORIMA Research 121\nAppendix 2: Additional customer outcomes analysis 122\nStandard assistance 123\nTailored assistance 123\nCustomer arrears 132\nDisconnections 134\nVariability of outcomes by retailer 135\nVariability of outcomes by retailer, based on invoice data 140\nAppendix 3: Early observations workshop report 141\nParticipant feedback 142\nContents\n5\nEssential Services Commission Payment difficulty framework implementation review\n2022\n  Source: `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)`\n\n### Strategic Priorities\n\n- [Page 15]\nOFFICIAL\nConcerns about ending up on a worse plan, conflicting priorities and\nconfusion stands in the way of Victorians reviewing more frequently\nBarriers to Reviewing Energy Provider\n“Not a priority for our\nhousehold.”- Victorian\nSecondary Barrier Main Barrier\nI believe I am already on a good deal 9% 26%\nI have other priorities / too much going on in my life at the moment 8% 10%\nFear I will end up on a worse plan / end up paying more 10% 8%\nI find the rate plans too confusing 9% 8% “Too busy,\n“I am quite happy with the constantly slipping\nThere are too many options in the market 12% 6%\ncurrent supplier and do not my mind.”- I live\nI don’t believe it will be worth the effort 7% 5%\nbelieve that there are any alone\nI decided to reduce my energy usage instead 6% 4% better options.”- Victorian\nI don’t trust energy providers 6% 4%\nI don’t know where to start 5% 4%\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- [Page 16]\nOFFICIAL\nAt-risk groups such as Seniors and CALDs are more likely to believe\nthat they are already on a good deal, thereby not reviewing their plan\nTop 3 Barriers to Review x At-Risk Group\nTotal Market Under 30s Seniors Financial Hardship CALDs ESL Unemployed I live alone\n1\n26% 20% 42% 16% 43% 20% 13% 24%\nAlready on a good Already on a good Already on a good Already on a good Already on a good Already on a good Already on a good Already on a good\ndeal deal deal deal deal deal deal deal\n2 10% 15% 13% 9%\n13% 8% 10% 15%\nI have other I have other I have other I have other\npriorities/ too much I have other Fear I will end up priorities/ too much I decided to I find the rate priorities/ too much priorities/ too much\ngoing on in my life priorities on a worse plan going on in my life at reduce my usage plans too going on in my life going on in my life\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- Appendices include call recordings study scope and methodology, additional consumer insights and early observations workshop report.\n(pdf, 2.45 MB)\n31 May 2022\nPayment difficulty framework implementation review findings report (Word version)\n(docx, 3.65 MB)\n31 May 2022\nPayment difficulty framework implementation review findings report executive summary (PDF version)\nThis 14-page executive summary comes directly from the findings report and summarises our approach to the review, our key findings and priority areas for improving the operation of the payment difficulty framework.\n(pdf, 462.41 KB)\n31 May 2022\nPayment difficulty framework implementation review findings report executive summary (Word version)\n(docx, 390.77 KB)\nMay 2022\nORIMA Research, Call recordings study report\n  Source: `pages/inquiries-index__08.html (https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/payment-difficulty-framework-implementation-review-2021)`\n- Stakeholders’ views have also contributed to the development of our priority areas, including the\nviews expressed at our stakeholder webinar in April 2022.143\n143 Essential Services Commission, Preliminary findings webinar slides and poll results, 7 April 2022.\n  Source: `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)`\n- They have been deidentified to protect the privacy of these customers and their retailers.\n(pdf, 723.37 KB)\nMay 2022\nORIMA Research call recordings study (combined documents in PDF)\n(pdf, 1.71 MB)\nSeptember 2022\nPublic engagement summary: payment difficulty implementation review 2022\n(pdf, 709.34 KB)\nApril 2022: Preliminary findings webinar\nOn 7 April 2022, we held a webinar to present our early findings and seek participant views on priorities for focus in the next phase of the review.\n  Source: `pages/inquiries-index__08.html (https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/payment-difficulty-framework-implementation-review-2021)`\n- [Page 6]\nCONTENTS\nPreface III\nHow to respond V\nContents VI\n1 INTRODUCTION 1\n1.1 Purpose of this framework paper 1\n1.2 Commission’s objective 1\n1.3 Current regulatory context 1\n1.4 Commission’s new energy function 3\n1.5 Interim approvals of energy financial hardship policies 4\n1.6 Structure of paper 4\n2 PRINCIPLES FOR APPROVAL 5\n2.1 Legislative requirements 5\n2.2 Commission’s approval approach 5\n3 ELEMENTS of HARDSHIP POLICIES 11\n3.1 Overview 11\n3.2 Legislative requirements 11\n3.3 ‘Best practice’ additional requirements 14\n3.4 Mutuality of obligations 15\n3.5 Policy reviews 15\n4 APPROVAL PROCESS 17\n4.1 Approval 17\n4.2 Categorisation of regulatory obligation 17\n4.3 Role of guidelines 18\n5 Consultation Process 19\n5.1 Reference group 19\n5.2 Public consultation 19\n5.3 Timeframes 19\n5.4 Compliance 19\n6 APPENDIX A – PROPOSED ELEMENTS OF A BEST PRACTICE\nHARDSHIP RESPONSE PROGRAM 21\n  Source: `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf)`\n- 3.3.2 Training for consistent and effective policy application\nA key pre-condition for consistent application of approved financial hardship\npolicies (as discussed in section 2.2.4) and for early response to hardship\n(discussed in section 3.2.4) is comprehensive staff training.\n  Source: `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf)`\n- [Page 3]\nOFFICIAL\nWe used a mixed methodology approach combining qualitative\nexploration to inform key themes followed by a quantitative survey to\nvalidate the findings\nQUALITATIVE EXPLORATION QUANTITATIVE VALIDATION\nProject Kick Off Qualitative Research Quantitative Research Integration\n• Align on objectives and • n=2 x co-creation groups • 10 min online survey • Share integrated qual &\nkey success factors • Mix of at-risk groups • Validate qual insights quant insights with the team\n• Understand existing • n=7 In-depth interviews • Optimise value proposition • Full report serves as a\nknowledge and research conducted via Zoom and comms hierarchy takeaway document\nhypothesis • CALD and Elderly • Validate differences by\n• Immerse ourselves in past subgroups\nresearch\n• Align on focus for the\nqualitative component\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- [Page 4]\nOFFICIAL\nMethodology & Sample\nQualitative Research Quantitative Research\n2 x Co-Creation Groups (5-7 participants per group) 10 Minute Online Survey\nMix of age, life-stage, occupation, income, tech n= 571 completed surveys\nliteracy\nRepresentative of Victorian household energy\n7 x 1-hour one-on-one sessions decision makers\n3 Seniors and 4 CALD Sample boost of ‘at risk’ groups:\nCALD n=30, ESL n=40, Under 30 n=107, Seniors n=154,\nHousehold energy decision makers who had not\nFinancial Hardship n=150, Unemployed n=45, Living\nreviewed their plan or provider for 2+ years\nalone n=96\nAll differences by sub-groups have been significance tested at 95% confidence.\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- [Page 19]\nOFFICIAL\nUnder 30’s are more likely to review after moving house, whereas\nSeniors and Living Alone want to see if they can reduce their rates\nTop 3 Reasons to review in the last 2 years x At Risk Group\nTotal Market Under 30s Seniors Financial Hardship CALDs ESL Unemployed I live alone\n1\n31% 26% 21% 38%\n40% 45% 33% 32%\nWanted to see if I Saw a better plan / Receiving a high bill.\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n\n## KPIs, Targets, and Where They Are At\n\n- Figure 36 Total disconnection warning notices issued since 2019, per quarter\n2019 2020 2021\n70,000 65,559\n60,000 59,001 56,116 53,372 55,130 56,859 60,474\n50,218 48,275 50,395\n50,000\n40,000\n30,000 19,943 21,045\n20,000\n10,000\n0\nJan-Mar Apr-Jun Jul-Sep Oct-Dec\nStakeholders recognise that the consequence of late intervention or engagement from customers\nis more likely to lead to an accumulation of arrears, which could increase the stress experienced by\ncustomers and ultimately result in disconnection.\n  Source: `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)`\n- CALC noted:\nWe are increasingly seeing large national debt collection firms, having\npurchased energy debts, proceed with bankruptcy proceedings or\nproperty seizure following a judgment, without negotiating or considering\nthe debtor’s financial position….in the most extreme case, consumers\nend up homeless as a result of these debts.87\n85 Energy and Water Ombudsman Victoria 2015, Quarterly EWOV Affordability Report—1 April 2015 to 30 June 2015,\nMelbourne, August.\n  Source: `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf)`\n- [Page 75]\nIn offering a payment plan Queensland retailers were required to:\n specify no less than four instalments, unless the customer agreed otherwise\n state that due to seasonal fluctuations in usage, paying by instalments may result in\nthe customer being in credit or debit during the period of the plan\n monitor the customer’s compliance with the plan\n have fair and reasonable procedures to address payment difficulties a customer\nmay face while on the plan.99\nPrepayment\nThe Queensland Electricity Industry Code also enabled retailers to require residential\ncustomers to pay in advance by installments if the customer was in arrears, or as an\nalternative to the customer paying a security deposit.100\n99 Clause 4.14.4 of the Electricity Industry Code (Version 17).\n  Source: `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf)`\n- [Page 3]\nWholesale electricity costs 0\nCONTENTS\n1 Introduction 3\n1.1 Background 3\n1.2 Frontier Economics’ engagement 3\n1.3 This final report 3\n1.4 Changes since draft report 4\n2 Approach to assessing WEC 5\n3 Half-hourly spot prices and half-hourly load 7\n3.1 Historical data on half-hourly price and load 7\n3.2 Selecting appropriate historical data 8\n3.3 Projecting half-hourly load and spot prices 14\n4 Contract prices 22\n5 Contract position 27\n6 Wholesale electricity costs 40\n6.1 Wholesale electricity costs 40\n6.2 Volatility allowance 49\n6.3 Allowance for prudential costs 49\n7 LRET and SRES 51\n7.1 LRET 51\n7.2 SRES 52\nTables\nTable 1: 12-month trade weighted average ASXEnergy derivative prices for Victoria 23\nTable 2: Modelled market-based wholesale electricity cost result 40\nTable 3: Modelled volatility allowance 49\nTable 4: Renewable Power Percentage 51\n  Source: `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Wholesale-20electricit.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Frontier%20Economics%20-%20Final%20Report%20-%20Wholesale%20electricity%20costs%2020190419%20%282%29.PDF)`\n- Table 2: Modelled market-based wholesale electricity cost result\nWHOLESALE ELECTRICITY COSTS ($/MWH, REAL FY2020)\nENTITY\nRESIDENTIAL BUSINESS\nCITIPOWER $103.05 $100.92\nPOWERCOR $103.56 $96.40\nTXU $105.29 $99.45\nUNITED $108.91 $102.17\nVICAGL $108.57 $101.10\nSource: Frontier Economics\nThere have been three key changes to the estimates of WEC since the draft report:\n• We have updated contract prices and spot prices to reflect more recent data from ASXEnergy that\nis now available.\n• We have updated contract prices to use the ESC’s preferred trade weighted average approach,\nrather than a time weighted average approach.\n• We have updated the customer load that we use.\n  Source: `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Wholesale-20electricit.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Frontier%20Economics%20-%20Final%20Report%20-%20Wholesale%20electricity%20costs%2020190419%20%282%29.PDF)`\n- [Page 54]\nWholesale electricity costs 51\n7 LRET AND SRES\nIn addition to estimating the WEC, our scope of work also includes estimating the costs that a retailer\nwill face as a result of the following schemes:\n• the Large-Scale Renewable Energy Target (LRET)\n• the Small-Scale Renewable Energy Scheme (SRES).\n  Source: `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Wholesale-20electricit.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Frontier%20Economics%20-%20Final%20Report%20-%20Wholesale%20electricity%20costs%2020190419%20%282%29.PDF)`\n- 10 Electricity Distribution Network Resilience Review: Final Recommendations Report 2022, p. vi: as a result of the June\n2021 storms, 68,000 electricity customers remained off supply after 72 hours and 9,000 customers were still without\npower seven days after the event.\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Consultation%20paper%20%20Better%20protections%20for%20life%20support%20customers%20in%20Victoria%20%28PDF%29.pdf)`\n- Inaccurate data can put\nlives at risk – omissions can result in life support customers not receiving critical help, and registrations of premises that\ndo not, or no longer have life support customers present can misdirect scarce and vulnerable relief efforts.’\n25 Energy Retail Code of Practice, clauses 163 (5) and 168 (3); Electricity Distribution Code of Practice, clauses 12.2.3\nand 12.7.5 (b); Gas Distribution Code of Practice, clause 7.5.\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Consultation%20paper%20%20Better%20protections%20for%20life%20support%20customers%20in%20Victoria%20%28PDF%29.pdf)`\n- 5.3 An examination of the elements of the National regulatory framework that have a\nbearing on the remuneration of distributed generation\n− NER Chapter 2: Small generation aggregation framework (SGAF)\n− NER Chapter 5: Demand-side engagement strategy, distribution annual\nplanning report (DAPR), Regulatory Test for Distribution (RIT-D)\n− NER Chapter 5A: Connection regime and\n− NER Chapter 6: Network price reform, capital expenditure sharing scheme\n(CESS) and efficiency benefit sharing scheme (EBSS), service target\nperformance incentive scheme (STPIS), avoided transmission use of system\ncosts (TUOS), network support payments.\n  Source: `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)`\n- [pages 62,63,64,65,66]\nrogress in processes to help hardship customers typically result in better customer\nexperiences.\n  Source: `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pdf)`\n- 1.2 Frontier Economics’ engagement\nFrontier Economics has been engaged to provide advice on two aspects of the VDO:\n• The wholesale energy cost component of retailers’ cost to supply small customers from 1 July 2019,\nincluding the costs of complying with the Large-scale Renewable Energy Target (LRET) and the\nSmall-scale Renewable Energy Scheme (SRES).\n• The retail cost and retail margin components of retailers’ cost to supply small customers from 1 July\n2019.\n  Source: `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Operating-20costs-20an.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Frontier%20Economics%20-%20Final%20Report%20-%20Operating%20costs%20and%20margin%2020190419%20%282%29.PDF)`\n- Applying this 15% to a CARC allowance between $47/customer/annum\n(real FY2019) and $62/customer/annum (real FY2019) would result in an estimate of CARC (based on\nretention only) of between $7/customer/annum and $9/customer/annum.\nfrontier economics FINAL\n  Source: `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Operating-20costs-20an.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Frontier%20Economics%20-%20Final%20Report%20-%20Operating%20costs%20and%20margin%2020190419%20%282%29.PDF)`\n- 1.2 Frontier Economics’ engagement\nFrontier Economics has been engaged to provide advice on two aspects of the VDO:\n• The wholesale electricity cost (WEC) component of retailers’ cost to supply small customers from 1\nJuly 2019, as well as the costs of complying with the Large-scale Renewable Energy Target (LRET)\nand the Small-scale Renewable Energy Scheme (SRES).\n• The retail cost and retail margin components of retailers’ cost to supply small customers from 1 July\n2019.\n  Source: `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Wholesale-20electricit.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Frontier%20Economics%20-%20Final%20Report%20-%20Wholesale%20electricity%20costs%2020190419%20%282%29.PDF)`\n- As a result, our findings are expressed largely in terms of solar PV\nsystems, which are the most common form of distributed generation in Victoria.41\nIn 2017, the majority of the value (89 per cent) is projected to arise through reducing\ncongestion at zone substation (ZSS) and terminal station assets (figure 4.2).\n  Source: `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)`\n\n## Key Metrics\n\n| Values found | Evidence | Source |\n|---|---|---|\n| 50 per cent | Creditcorp saw a\n50 per cent increase in revenue from its hardship customers between\nDecember 2011 and July 2013, and improved customer feedback.59\n Yarra Valley Water developed a business case to encourage support for its\nhardship program at every level of the organisation because it was a financially\nresponsible option.60 Other Victorian water companies support frontline staff by\nproviding the relevant training and authority to work with their | `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pdf)` |\n| $300, , 11 per cent | [Page 57]\nAt the end of June 2021, approximately 11 per cent of energy residential customers in arrears to\ntheir retailers, were not receiving assistance.48 Approximately 144,000 energy customers owed\ntheir retailer more than $300, which placed them at risk of being disconnected. | `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)` |\n| 59 per cent, 20\nper cent, 15 per cent, 3 per cent, 3\nper cent, 44 per cent | The customer is put in contact with relevant support\nand services, ranging from financial counselling (59 per cent), emergency relief (20\nper cent), utility visits (15 per cent), microfinance (3 per cent), family services (3\nper cent) and additional community support services (44 per cent), depending on\nthe customer’s needs.113\n113 Percentages are based on the 620 clients referred to CareRing from 1 July 2014 to 30 April 2015 as presented by\nKild | `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf)` |\n| $22 million, 22 million | 4.7 OUTCOMES FOR RETAILERS\nThe Commission estimates that administering hardship programs costs retailers in\nexcess of $22 million per year in staff and system costs alone (the estimate does not\ninclude the financial cost of the assistance provided to customers). | `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf)` |\n| $506.5 million, $101.3 million, 506.5 million, 101.3 million | To fund this, it requires $506.5 million in revenue, an average of $101.3 million per year. | `pages/media-releases-index__25.html (https://www.esc.vic.gov.au/water/water-prices-tariffs-and-special-drainage/water-price-reviews/water-price-review-2026/north-east-water-price-review-2026)` |\n| $200 , $1,343 , 16 per cent | However, we also found\nthat arrears levels have increased during this period for customers who cannot pay their ongoing\nusage, with the average arrears increasing by nearly $200 over three years (nearly 16 per cent), to\n$1,343 on average in 2020-21 (Figure 13). | `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)` |\n| $650 , $1,300 , 17.5 per cent | [Page 77]\nFigure 24 Supports available for eligible customers in Victoria\nAnnual electricity Winter gas concession Utility relief grants\nconcessions (applied between 1 May to 31 (for eligible households every\n(applied all year) October) two years)\nProvides a 17.5 per cent Provides a 17.5 per cent Provides up to $650 for\nreduction on an electricity bill. reduction on a gas bill for the electricity and gas separately,\nrelevant period. or $1,300 if | `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)` |\n| $36,000 , $200,000 , $1 million, 1 million | As a consequence of legislation that came into effect on 1 December 2021 and further\nlegislation that took effect on 1 March 2022, energy retailers who:\n• Disconnect, other than in accordance with the law, may be subject to a broader range of\nenforcement action that could include:\n– penalty notices of more than $36,000 per contravention or the commencement of civil\nproceedings with the potential for civil penalty orders of up to $200,000 per\ncont | `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)` |\n| $650 , $1,300 , 17.5 per cent | [Page 128]\nOFFICIAL\nIn Victoria, the following supports are available for eligible customers:\n• Annual electricity concessions (applied all year), provide a 17.5 per cent reduction on an\nelectricity bill.\n• Winter gas concession (applied between 1 May to 31 October), provides a 17.5 per cent\nreduction on a gas bill for the relevant period\n• Utility relief grants, for eligible households every two years – of up to $650 for electricity and\ngas sepa | `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)` |\n| $50 million, $37 million, 50 million, 37 million | [Page 60]\n4.6.1 DEBT\nAt 29 July 2015, customers facing payment difficulties owed retailers an estimated\n$50 million.81 Of this amount, customers participating in hardship programs owed\napproximately $37 million. | `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf)` |\n| $550, , $1550 , $4600, 80 per cent, 5 per cent, 1 per cent | While 80 per cent of customers on payment plans have a debt of less than\naround $550, 5 per cent have a debt greater than $1550 and 1 per cent have a debt\ngreater than $4600. | `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf)` |\n| $5 million, 5 million | What would be the lowest cost?\n(between a and b) (between a and b)\nThe value of distributed generation is the\ndifference of the two scenario’s network costs\n(current compared to counterfactual)\nSource: ESC, Jacobs\nThis method assumes that the network business has identified the least cost option to\nrespond to the network constraint, and incorporated that into its annual planning\nreport.34 Where the cost of a planned augmentation exceeds $5 millio | `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)` |\n| $5 million, 5 million | [pages 68,69,71,72]\nween a and b) (between a and b)\nThe value of distributed generation is the\ndifference of the two scenario’s network costs\n(current compared to counterfactual)\nSource: ESC, Jacobs\nThis method assumes that the network business has identified the least cost option to\nrespond to the network constraint, and incorporated that into its annual planning\nreport.34 Where the cost of a planned augmentation exceeds $5 million, the national | `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)` |\n| 89 per cent | As a result, our findings are expressed largely in terms of solar PV\nsystems, which are the most common form of distributed generation in Victoria.41\nIn 2017, the majority of the value (89 per cent) is projected to arise through reducing\ncongestion at zone substation (ZSS) and terminal station assets (figure 4.2). | `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)` |\n| $3,000,000 , $1,500,000 , $1,500,000\n, $300,000 , $1,000,000\n, $1,200,000 | FIGURE 4.2 NETWORK VALUE OF SOLAR PV, BY ASSET TYPEa (2017)\ne u la ) 7 1 0 $3,000,000 e u la ) 7 1 0 100% Terminal stations\nv 2 v 2\nk r o w t e n la\nt o\nn i $ ( V P r a\nlo\n$ $ 2 2 , , 0 5 0 0 0 0 , , 0 0 0 0 0 0 $1,500,000 k r o w t e n la\nto\nn i la to t fo\n%\n6 8 0 0 % % 51% S fe u e b d t e ra rs nsmission\nT s\nfo $1,500,000\nt\nfo\n(\nV\nP\nZone substations\n$300,000 n r 11%\no a 40%\n$1,000,000\nitr\no\nlo\ns\np\no\nfo\nr\n$1,200,000 P 20% 38%\n$500,000\n$0 0%\na T | `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)` |\n| $2.2 million, $250,000, 2.2 million | [Page 108]\nBOX 4.4 CASE-STUDY FINDINGS – BENEFITS OF MANAGING VOLTAGE\nREGULATION AND POWER QUALITY\nA very small number of zone substations in Victoria have voltage regulation issues at\nany time, demonstrated by the few voltage control projects identified as follows:\n 8 MVAr capacitor banks at four zone substations in the Jemena network area,\ncosting approximately $2.2 million.\n Voltage regulators on two feeders in the Jemena network area, typic | `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)` |\n| $50,000, , $5m | The\nproposed rule changes are seeking to:\n amend the NER to promote the development of competitive markets for new\ntechnologies which are capable of providing multiple services/revenue streams in\nboth contestable (wholesale electricity market) and regulated natural monopoly\nmarkets (network services to distribution businesses)\n clarify which elements of Distribution Services are contestable and non-contestable\nby introducing a new Contestable S | `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)` |\n| $103.05 , $100.92\n, $103.56 , $96.40\n, $105.29 , $99.45 | Table 2: Modelled market-based wholesale electricity cost result\nWHOLESALE ELECTRICITY COSTS ($/MWH, REAL FY2020)\nENTITY\nRESIDENTIAL BUSINESS\nCITIPOWER $103.05 $100.92\nPOWERCOR $103.56 $96.40\nTXU $105.29 $99.45\nUNITED $108.91 $102.17\nVICAGL $108.57 $101.10\nSource: Frontier Economics\nThere have been three key changes to the estimates of WEC since the draft report:\n• We have updated contract prices and spot prices to reflect more recent data from A | `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Wholesale-20electricit.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Frontier%20Economics%20-%20Final%20Report%20-%20Wholesale%20electricity%20costs%2020190419%20%282%29.PDF)` |\n| $47, $62, $7, $9 | Applying this 15% to a CARC allowance between $47/customer/annum\n(real FY2019) and $62/customer/annum (real FY2019) would result in an estimate of CARC (based on\nretention only) of between $7/customer/annum and $9/customer/annum.\nfrontier economics FINAL | `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Operating-20costs-20an.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Frontier%20Economics%20-%20Final%20Report%20-%20Operating%20costs%20and%20margin%2020190419%20%282%29.PDF)` |\n| 89 per cent | As a result, our findings are expressed largely in terms of solar PV\nsystems, which are the most common form of distributed generation in Victoria.41\nIn 2017, the majority of the value (89 per cent) is projected to arise through reducing\ncongestion at zone substation (ZSS) and terminal station assets (figure 4.2). | `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)` |\n\n## Key Achievements\n\n- Current inquiries, studies and reviews\nWater price review 2026\nWe are reviewing submissions from Melbourne Water and North East Water on their proposed prices and key service outcomes to apply from 1 July 2026.\n(, )\nReview of new customer contributions\nWe are reviewing new customer contributions to address key issues we identified from recent water price reviews.\n(, )\nHow customers rate their water business\nWe survey 5,200 water customers every 12 months across 15 state-owned urban and regional water corporations on four key areas: value for money, reputation in the community, level of trust and overall satisfaction.\n(, )\nCompleted inquiries, studies and reviews\nWater price review 2024\nWe have approved the maximum prices Goulburn-Murray Water and Greater Western Water may apply from 1 July 2024.\n(, )\n8 August 2024\nReview of the 2023 Victorian water price reviews\n  Source: `pages/inquiries-index__02.html (https://www.esc.vic.gov.au/water/water-inquiries-studies-and-reviews)`\n- [Page 4]\nOFFICIAL\nMethodology & Sample\nQualitative Research Quantitative Research\n2 x Co-Creation Groups (5-7 participants per group) 10 Minute Online Survey\nMix of age, life-stage, occupation, income, tech n= 571 completed surveys\nliteracy\nRepresentative of Victorian household energy\n7 x 1-hour one-on-one sessions decision makers\n3 Seniors and 4 CALD Sample boost of ‘at risk’ groups:\nCALD n=30, ESL n=40, Under 30 n=107, Seniors n=154,\nHousehold energy decision makers who had not\nFinancial Hardship n=150, Unemployed n=45, Living\nreviewed their plan or provider for 2+ years\nalone n=96\nAll differences by sub-groups have been significance tested at 95% confidence.\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- The amount of ‘energy at risk’ is a measure of the\nextent of potential congestion at each network asset, and as such it is what influences\nthe timing of network augmentations and the amount of expected unserved energy.44\nAs we explain in chapter 3, ‘energy at risk’ is the amount of energy that won’t be\ndelivered if critical equipment fails at the zone substation (section 3.6.1).\n  Source: `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)`\n- For a retailer which fails to comply with its regulatory obligations, accountability\ninvolves bearing the consequences of any enforcement action taken by the regulator\n9 Productivity Commission 2012, Performance benchmarking of Australian business regulation: the role of local\ngovernment as regulator, Research report volume 2, Melbourne, p .626.\n(http://www.pc.gov.au/inquiries/completed/regulation-benchmarking-local-government/report)\nESSENTIAL SERVICES COMMISSION INQUIRY INTO THE FINANCIAL HARDSHIP ARRANGEMENTS OF 19\nVICTORIA ENERGY RETAILERS: OUR APPROACH\n2 THE COMMISSION‘S APPROACH\n  Source: `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pdf)`\n- [Page 49]\nwrongful disconnections did not fall between 2008-09 and 2012-13, and that retailers\nshould improve their disconnection and credit-related processes.25\nIn response to consumer concerns about the practical implementation of retailers‘\nhardship policies, the AER recently completed a review of national energy retailers‘\ncustomer hardship policies and practices.\n  Source: `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pdf)`\n- Resources\nFinal decision\n8 July 2020\nChanging the back-billing rules for retail energy customers: final decision\n(pdf, 302.68 KB)\nDraft decision\n28 February 2020\nChanging the back-billing rules for retail energy customers: draft decision\n(pdf, 257 KB)\nStakeholder submissions to draft decision\n26 March 2020\nAGL\n(pdf, 121.09 KB)\n27 March 2020\nAusNet Services\n(pdf, 236.71 KB)\n27 March 2020\nAustralian Energy Council\n(pdf, 354.01 KB)\n27 March 2020\nAustralian Gas Infrastructure Group\n(pdf, 585.53 KB)\n27 March 2020\nConsumer Action Law Centre\n(pdf, 209.06 KB)\n25 March 2020\nCitiPower, Powercor & United Energy\n(pdf, 115.24 KB)\n27 March 2020\nEnergyAustralia\n(pdf, 96.3 KB)\n25 March 2020\nEnergy and Water Ombudsman Victoria\n(pdf, 757.98 KB)\n26 March 2020\nERM Power\n(pdf, 195.38 KB)\n27 March 2020\nJemena\n(pdf, 91.9 KB)\n27 March 2020\nMomentum Energy\n(pdf, 1.91 MB)\n27 March 2020\nOrigin Energy\n(pdf, 104.\n  Source: `pages/inquiries-index__09.html (https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/changes-back-billing-rules-2020)`\n- 7 November 2019\nCatherine Waddams Price - Assessing the Competitiveness and Efficiency of the Victorian Energy Retail Market\n(pdf, 203.98 KB)\n7 November 2019\nDeloitte - Economic Views on Assessing the Competitiveness and Efficiency of the Victorian Retail Energy Market\n(pdf, 2.42 MB)\n7 November 2019\nDanny Price, Frontier Economics - Essential Services Commission Energy Retail Competitiveness and Effectiveness\n(pdf, 216.59 KB)\n2018 consultation presentations\n8 May 2018\nPresentation: Retail market review reference price methodology – Consultation paper feedback session\nThis presentation was delivered at a feedback session on submissions to our reference price methodology development, held by the commission at 50 Lonsdale Street, Melbourne, 4 May 2018.\n(pdf, 1011.74 KB)\n6 April 2018\nRetail market review implementation: technical workshop slides\n(pdf, 1.67 MB)\n  Source: `pages/inquiries-index__13.html (https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/electricity-and-gas-retail-markets-review-implementation-2018/assessing-energy-retail-markets-competitiveness-and-efficiency)`\n- 17 December 2019\nAssessing the competitiveness and efficiency of the Victorian energy retail market: Framework and approach\n(pdf, 771.3 KB)\n17 December 2019\nKeeping watch: How to tell if the energy retail market is delivering for Victorian consumers\n(pdf, 1.2 MB)\nKey facts about our framework and approach\nWe looked for competition in the market that delivered positive long-term outcomes for Victorian consumers\nPrevious reviews have found that despite the number of energy companies operating in Victoria, the energy retail market is not highly competitive or efficient.\n  Source: `pages/inquiries-index__13.html (https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/electricity-and-gas-retail-markets-review-implementation-2018/assessing-energy-retail-markets-competitiveness-and-efficiency)`\n- Terms of Reference\n(pdf, 550.92 KB)\nProject started\n2000-01-02\nProject completed\n2001-01-02\nOverview\nIn September 2015, the Victorian Government asked us to examine the true value of distributed generation (electricity generated by sources including solar panels).\n  Source: `pages/inquiries-index__20.html (https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/distributed-generation-inquiry-2015-true-value)`\n- Resources\nSummary of energy retailers' responses\n18 May 2012\nSummary of Energy Retailer's Responses - Smart Meter Privacy Impact Assessment\n(pdf, 403.85 KB)\nAssessment of distributors' submissions\nAssessment of Distributors Submissions – Smart Meter Privacy Impact Assessment\n(pdf, 311.44 KB)\nPrivacy Impact Assessment Draft Report\n17 May 2012\nSmart Meter Privacy Impact Assessment Draft Report May 2012\n(pdf, 1.19 MB)\nSubmissions on the draft report\n17 July 2012\nEnergy & Water Ombudsman Victoria\n(pdf, 560.79 KB)\n13 July 2012\nUnited Energy\n(pdf, 380.54 KB)\n13 July 2012\nProfessor Marcus R Wigan\n(pdf, 194.36 KB)\n13 July 2012\nOffice of The Australian Information Commissioner\n(pdf, 4 MB)\n13 July 2012\nJemena Submission\n(pdf, 57.68 KB)\n13 July 2012\nEnergy Retailers Association of Australia Limited\n(pdf, 280.56 KB)\n13 July 2012\nCitipower Powercor Submission\n(pdf, 3.79 MB)\n13 July 2012\nAGL\n  Source: `pages/inquiries-index__21.html (https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/smart-meter-privacy-impact-assessment-2012)`\n- Siouclis\n(pdf, 133.74 KB)\n15 March 2012\nOrigin Energy\n(pdf, 37.47 KB)\n15 March 2012\nFinancial and Consumer Rights Council\n(pdf, 72.13 KB)\n15 March 2012\nHeas\n(pdf, 47.7 KB)\n15 March 2012\nEnergy Australia\n(pdf, 963.32 KB)\n15 March 2012\nConsumer Utilities Advocacy Centre\n(pdf, 125.21 KB)\n15 March 2012\nEnergy and Water Ombudsman (Victoria)\n(pdf, 100.84 KB)\n15 March 2012\nAllan Driver and Associates\n(pdf, 42.36 KB)\n15 March 2012\nAlternative Technology Association\n(pdf, 192.92 KB)\nProject started\n2000-01-02\nProject completed\n2001-01-02\nOverview\nOur review included the assessment of capacity control products and the verification of bills for smart meter readings.\n  Source: `pages/inquiries-index__22.html (https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/smart-meters-review-2010)`\n- [Page 6]\nCONTENTS\nPreface III\nHow to respond V\nContents VI\n1 INTRODUCTION 1\n1.1 Purpose of this framework paper 1\n1.2 Commission’s objective 1\n1.3 Current regulatory context 1\n1.4 Commission’s new energy function 3\n1.5 Interim approvals of energy financial hardship policies 4\n1.6 Structure of paper 4\n2 PRINCIPLES FOR APPROVAL 5\n2.1 Legislative requirements 5\n2.2 Commission’s approval approach 5\n3 ELEMENTS of HARDSHIP POLICIES 11\n3.1 Overview 11\n3.2 Legislative requirements 11\n3.3 ‘Best practice’ additional requirements 14\n3.4 Mutuality of obligations 15\n3.5 Policy reviews 15\n4 APPROVAL PROCESS 17\n4.1 Approval 17\n4.2 Categorisation of regulatory obligation 17\n4.3 Role of guidelines 18\n5 Consultation Process 19\n5.1 Reference group 19\n5.2 Public consultation 19\n5.3 Timeframes 19\n5.4 Compliance 19\n6 APPENDIX A – PROPOSED ELEMENTS OF A BEST PRACTICE\nHARDSHIP RESPONSE PROGRAM 21\n  Source: `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf)`\n\n## Key Issues, Risks, and Recommendations\n\n- General issues related to COVID-19\n● Newly unemployed and financially distressed clients were unfamiliar with, reluctant to ask\nfor, payment supports available (e.g. hardship programs, concessions)\n● Higher energy bills due to COVID-19 lockdowns\n● Difficulties and delays reaching retailer call centres and ‘backlog’ of hardship customers; lack\nof relief and support while clients wait for a call back from the hardship team\n● Digital channels provided to customers as an alternative to COVID-19 impacted call centres\nwere not adequate (even for those able to use them)\n● Some distressed households did not engage until crisis point, making it more difficult to\nachieve positive outcomes\n● Some community agencies were unable meet demand for support during COVID-19; others\ncould service newly unemployed and financially distressed clients due to temporarily\ndecreased demand from regular clients (e.\n  Source: `reviews/Q4-20ConsumerExperiencesEnergyMarketReforms-2022062021-20-281-29.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Q4%20ConsumerExperiencesEnergyMarketReforms%2022062021%20%281%29.pdf)`\n- Customers experiencing family violence\nThere was mixed feedback about the framework’s application being tailored to the different needs\nof customers, particularly at-risk customers such as those experiencing family violence, those with\nmental health issues or those in, or recently out, of custody.15 For example, Uniting Vic.Tas’\nsubmission commented:\nVictim survivors of family violence, as well as people in custody, face additional barriers\nwhich have not been adequately addressed in the implementation of the framework.16\nFirst Nations customers\nThere are concerns about heightened or increased barriers to accessing and receiving\nentitlements and assistance for First Nations Australian energy customers.17 In 2020, the\nConsumer Action Law Centre and the Victorian Aboriginal Legal Service noted examples where\n  Source: `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)`\n- [Page 78]\nDespite this, advice about energy concessions only occurred on 39 per cent of individual calls with\ncustomers where assistance was offered.85 When concessions were discussed, this was more\noften prompted by the operators than the customers.86\nSome retailers, such as Red Energy, have methods to automatically update concessions, which\nhelps to actively support customers.87 However, despite the framework, some community\nstakeholders have found that the low application of energy concessions to a customer’s account\nwas an example of poor customer outcomes.88 The Consumer Policy Research Centre suggests\nthat customers may be missing out on concessions due to low awareness that their details need to\nbe updated regularly.89 Some submissions from the community sector note that in their experience\n  Source: `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)`\n- [Page 3]\nOFFICIAL\nWe used a mixed methodology approach combining qualitative\nexploration to inform key themes followed by a quantitative survey to\nvalidate the findings\nQUALITATIVE EXPLORATION QUANTITATIVE VALIDATION\nProject Kick Off Qualitative Research Quantitative Research Integration\n• Align on objectives and • n=2 x co-creation groups • 10 min online survey • Share integrated qual &\nkey success factors • Mix of at-risk groups • Validate qual insights quant insights with the team\n• Understand existing • n=7 In-depth interviews • Optimise value proposition • Full report serves as a\nknowledge and research conducted via Zoom and comms hierarchy takeaway document\nhypothesis • CALD and Elderly • Validate differences by\n• Immerse ourselves in past subgroups\nresearch\n• Align on focus for the\nqualitative component\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- [Page 4]\nOFFICIAL\nMethodology & Sample\nQualitative Research Quantitative Research\n2 x Co-Creation Groups (5-7 participants per group) 10 Minute Online Survey\nMix of age, life-stage, occupation, income, tech n= 571 completed surveys\nliteracy\nRepresentative of Victorian household energy\n7 x 1-hour one-on-one sessions decision makers\n3 Seniors and 4 CALD Sample boost of ‘at risk’ groups:\nCALD n=30, ESL n=40, Under 30 n=107, Seniors n=154,\nHousehold energy decision makers who had not\nFinancial Hardship n=150, Unemployed n=45, Living\nreviewed their plan or provider for 2+ years\nalone n=96\nAll differences by sub-groups have been significance tested at 95% confidence.\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- [Page 16]\nOFFICIAL\nAt-risk groups such as Seniors and CALDs are more likely to believe\nthat they are already on a good deal, thereby not reviewing their plan\nTop 3 Barriers to Review x At-Risk Group\nTotal Market Under 30s Seniors Financial Hardship CALDs ESL Unemployed I live alone\n1\n26% 20% 42% 16% 43% 20% 13% 24%\nAlready on a good Already on a good Already on a good Already on a good Already on a good Already on a good Already on a good Already on a good\ndeal deal deal deal deal deal deal deal\n2 10% 15% 13% 9%\n13% 8% 10% 15%\nI have other I have other I have other I have other\npriorities/ too much I have other Fear I will end up priorities/ too much I decided to I find the rate priorities/ too much priorities/ too much\ngoing on in my life priorities on a worse plan going on in my life at reduce my usage plans too going on in my life going on in my life\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- [Page 19]\nOFFICIAL\nUnder 30’s are more likely to review after moving house, whereas\nSeniors and Living Alone want to see if they can reduce their rates\nTop 3 Reasons to review in the last 2 years x At Risk Group\nTotal Market Under 30s Seniors Financial Hardship CALDs ESL Unemployed I live alone\n1\n31% 26% 21% 38%\n40% 45% 33% 32%\nWanted to see if I Saw a better plan / Receiving a high bill.\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- Under 30s and\nESL are more likely to turn to commercial comparison websites\nTop 3 Comparison Websites X At Risk Groups\nVictoria Energy Compare Compare the Market iSelect\n70%\n61% 60% 60%\n56%\n54% 53%\n50% 48%49%\n45%\n42% 42% 42%\n40% 40%\n34% 35%\n31%\n29%\n25%\nSeniors I live alone Unemployed Financial CALD Under 30s ESL\nHardship\nB11.\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- [Page 26]\nOFFICIAL\nAwareness of rights vary significantly across At-risk groups. ‘Prior\nwarning’, ’fact sheet’ and ‘disconnection’ are low across all groups\nAwareness of Individual Rights x At Risk Groups\nFind a cheaper deal Payment difficulties Best offer Prior warning to bill changes Fact sheet Disconnection None of these\n63%\n60%\n57%\n55%\n50%\n49% 49%\n47% 47%\n46%\n43%43%\n40% 40%\n39% 39%\n38%\n36%\n34%\n33%\n32%\n31%\n30% 30% 30%\n28%\n23% 23% 23% 23% 23% 24%\n21%\n20%\n18% 19% 18% 18%\n17% 16% 16%\n13% 14% 12% 13%\n10% 10%\n8% 8%\nESL Seniors I live alone CALD Financial Hardship Under 30s Unemployed\nC2.\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- [pages 26,27,28,29,30]\nl groups\nAwareness of Individual Rights x At Risk Groups\nFind a cheaper deal Payment difficulties Best offer Prior warning to bill changes Fact sheet Disconnection None of these\n63%\n60%\n57%\n55%\n50%\n49% 49%\n47% 47%\n46%\n43%43%\n40% 40%\n39% 39%\n38%\n36%\n34%\n33%\n32%\n31%\n30% 30% 30%\n28%\n23% 23% 23% 23% 23% 24%\n21%\n20%\n18% 19% 18% 18%\n17% 16% 16%\n13% 14% 12% 13%\n10% 10%\n8% 8%\nESL Seniors I live alone CALD Financial Hardship Under 30s Unemployed\nC2.\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- [Page 33]\nOFFICIAL\nThe Vic Energy Compare website and Best Offer are the most\nmotivating and empowering of the messages\nImpact on Likelihood to Review Impact on Confidence\n74%\n70% 71%\n67%\n57%\n56%\n54%\n49%\n46%\n44%\n39%\n37%\nFind a cheaper Best offer Prior warning to Fact sheet Payment Disconnection Find a cheaper Best offer Fact sheet Prior warning to Payment Disconnection\ndeal bill changes difficulties deal bill changes difficulties\nThe top 3 remain consistent across all at risk groups\nC3.\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- [Page 57]\nAt the end of June 2021, approximately 11 per cent of energy residential customers in arrears to\ntheir retailers, were not receiving assistance.48 Approximately 144,000 energy customers owed\ntheir retailer more than $300, which placed them at risk of being disconnected.\n  Source: `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)`\n- [Page 8]\nCONTENTS\nMESSAGE FROM THE CHAIRPERSON II\nACRONYMS VI\n1 INTRODUCTION 1\n1.1 SCOPE OF THE INQUIRY 1\n1.2 OUR CONSULTATION TO DATE 2\n1.3 STRUCTURE OF THIS REPORT 4\n2 CONTEXT 5\nINTRODUCTION 5\n2.1 AN ESSENTIAL SERVICE 5\n2.2 RATIONALE FOR REGULATION 6\n2.3 OVERVIEW OF ENERGY SUPPLY 10\n2.4 ROLES OF OTHER PARTICIPANTS 13\n3 THE CURRENT REGULATORY FRAMEWORK 17\nINTRODUCTION 17\n3.1 PURPOSE OF THE REGULATORY FRAMEWORK 17\n3.2 RETAILER OBLIGATIONS 19\n4 CURRENT INDUSTRY PRACTICE 29\nINTRODUCTION 30\n4.2 TYPES OF PAYMENT DIFFICULTY 30\n4.3 CUSTOMERS AT RISK 32\n4.4 HOW DO PAYMENT PLANS WORK?\n  Source: `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf)`\n- [pages 29,30,31,33,34,35,37]\nnabling the linking network to be de-energised during high fire risk days,\nwas a more efficient alternative to other bushfire mitigation steps, such as\nundergrounding wires.\n  Source: `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)`\n\n## Corporate Values and Operating Culture\n\n- [Page 57]\nTABLE 3.2 SUMMARY OF POTENTIAL NETWORK BENEFITS\nCategory Network benefit Treatment\nNetwork Reduced expenditure on network  Quantifiable network value\nCapacity infrastructure\nElectricity Reduced expected unserved energy  Quantifiable network value\nSupply Risk\nIslanding capability  Excluded (a private benefit)\nGrid Support Ancillary services  Excluded (not reliably attributable at present)\nServices\nNetwork support - Non-material benefit with respect to calculating\nnetwork value for the purposes of this inquiry\nManaging voltage regulation and - Non-material benefit with respect to calculating\npower quality network value for the purposes of this inquiry\nEnvironmental Bushfire risk mitigation and reduction  Excluded (not attributable to existing systems)\nand Social\n- Future systems could provide benefit (if lower cost\nBenefit\nalternative to alternative mitigation measures)\n  Source: `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)`\n- [Page 34]\n4.2 ECONOMIC VALUE – REDUCED NETWORK CONGESTION 38\n4.3 ECONOMIC VALUE – OTHER NETWORK BENEFITS 66\n4.4 ENVIRONMENTAL AND SOCIAL VALUE 78\n4.5 CONCLUSION 82\n5 REGULATORY FRAMEWORK 87\n5.1 INTRODUCTION 87\n5.2 VICTORIAN FRAMEWORK 89\n5.3 NATIONAL FRAMEWORK 92\n5.4 CURRENT CHANGE PROCESSES 100\n5.5 CONCLUSION 104\n6 ACCESSING THE NETWORK VALUE OF DISTRIBUTED GENERATION 107\n6.1 INTRODUCTION 107\n6.2 DISTRIBUTED GENERATION AS A ‘GRID SERVICE’ 109\n6.3 EXAMPLES AND RELEVANT DEVELOPMENTS 115\n6.4 A MARKET BASED APPROACH 120\n6.5 CONCLUSION 125\n7 A MARKET FOR GRID SERVICES 129\n7.1 INTRODUCTION 129\n7.2 A MARKET FOR GRID SERVICES 130\n7.3 REMUNERATING SMALL-SCALE DISTRIBUTED GENERATION THROUGH A\nMARKET FOR GRID SERVICES 137\n7.4 KEY ISSUE AREAS 141\n7.5 CONCLUSION 155\n8 PRACTICAL STEPS 157\n8.1 INTRODUCTION 157\n8.2 PROPOSED WAY FORWARD 157\n  Source: `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)`\n- 20-24; Energy Networks Australia, CSIRO 2015, Electricity Network\nTransformation Roadmap – Interim Program Report, December; and New York Department of Public Service 2016,\nStaff Report and Recommendations in the Value of Distributed Energy Resources Proceeding, October).\n  Source: `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)`\n- Current inquiries, studies and reviews\nWater price review 2026\nWe are reviewing submissions from Melbourne Water and North East Water on their proposed prices and key service outcomes to apply from 1 July 2026.\n(, )\nReview of new customer contributions\nWe are reviewing new customer contributions to address key issues we identified from recent water price reviews.\n(, )\nHow customers rate their water business\nWe survey 5,200 water customers every 12 months across 15 state-owned urban and regional water corporations on four key areas: value for money, reputation in the community, level of trust and overall satisfaction.\n(, )\nCompleted inquiries, studies and reviews\nWater price review 2024\nWe have approved the maximum prices Goulburn-Murray Water and Greater Western Water may apply from 1 July 2024.\n(, )\n8 August 2024\nReview of the 2023 Victorian water price reviews\n  Source: `pages/inquiries-index__02.html (https://www.esc.vic.gov.au/water/water-inquiries-studies-and-reviews)`\n- [Page 3]\nOFFICIAL\nWe used a mixed methodology approach combining qualitative\nexploration to inform key themes followed by a quantitative survey to\nvalidate the findings\nQUALITATIVE EXPLORATION QUANTITATIVE VALIDATION\nProject Kick Off Qualitative Research Quantitative Research Integration\n• Align on objectives and • n=2 x co-creation groups • 10 min online survey • Share integrated qual &\nkey success factors • Mix of at-risk groups • Validate qual insights quant insights with the team\n• Understand existing • n=7 In-depth interviews • Optimise value proposition • Full report serves as a\nknowledge and research conducted via Zoom and comms hierarchy takeaway document\nhypothesis • CALD and Elderly • Validate differences by\n• Immerse ourselves in past subgroups\nresearch\n• Align on focus for the\nqualitative component\n  Source: `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf)`\n- Customers experiencing family violence\nThere was mixed feedback about the framework’s application being tailored to the different needs\nof customers, particularly at-risk customers such as those experiencing family violence, those with\nmental health issues or those in, or recently out, of custody.15 For example, Uniting Vic.Tas’\nsubmission commented:\nVictim survivors of family violence, as well as people in custody, face additional barriers\nwhich have not been adequately addressed in the implementation of the framework.16\nFirst Nations customers\nThere are concerns about heightened or increased barriers to accessing and receiving\nentitlements and assistance for First Nations Australian energy customers.17 In 2020, the\nConsumer Action Law Centre and the Victorian Aboriginal Legal Service noted examples where\n  Source: `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)`\n- [Page 8]\nCONTENTS\nMESSAGE FROM THE CHAIRPERSON II\nACRONYMS VI\n1 INTRODUCTION 1\n1.1 SCOPE OF THE INQUIRY 1\n1.2 OUR CONSULTATION TO DATE 2\n1.3 STRUCTURE OF THIS REPORT 4\n2 CONTEXT 5\nINTRODUCTION 5\n2.1 AN ESSENTIAL SERVICE 5\n2.2 RATIONALE FOR REGULATION 6\n2.3 OVERVIEW OF ENERGY SUPPLY 10\n2.4 ROLES OF OTHER PARTICIPANTS 13\n3 THE CURRENT REGULATORY FRAMEWORK 17\nINTRODUCTION 17\n3.1 PURPOSE OF THE REGULATORY FRAMEWORK 17\n3.2 RETAILER OBLIGATIONS 19\n4 CURRENT INDUSTRY PRACTICE 29\nINTRODUCTION 30\n4.2 TYPES OF PAYMENT DIFFICULTY 30\n4.3 CUSTOMERS AT RISK 32\n4.4 HOW DO PAYMENT PLANS WORK?\n  Source: `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf)`\n- [Page 33]\nCONTENTS\nCHAIRPERSON’S INTRODUCTION I\nGLOSSARY III\nACRONYMS IX\nSUMMARY XIII\n1 INTRODUCTION 1\n1.1 BACKGROUND 1\n1.2 PURPOSE 2\n1.3 STRUCTURE OF THIS REPORT 2\n2 CONTEXT AND SCOPE 5\n2.1 CONTEXT OF THE INQUIRY 5\n2.2 SCOPE OF THE INQUIRY 6\n2.3 STAKEHOLDER FEEDBACK ON THE SCOPE OF THE INQUIRY 8\n3 OUR APPROACH 11\n3.1 INTRODUCTION 11\n3.2 DEFINITION OF DISTRIBUTED GENERATION 11\n3.3 CONCEPT OF VALUE 12\n3.4 IDENTIFYING POTENTIAL NETWORK BENEFITS 15\n3.5 ASSESSING ECONOMIC BENEFITS FOR VALUATION 19\n3.6 METHOD FOR VALUING ECONOMIC BENEFITS 21\n3.7 ENVIRONMENTAL AND SOCIAL BENEFITS 33\n4 THE NETWORK VALUE OF DISTRIBUTED GENERATION 35\n4.1 INTRODUCTION 35\n  Source: `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)`\n\n## Global Ideas and Case Study Inputs\n\n_No global-intelligence source text found yet. Run `CLAUDE/global-ideas-scraper.py <entity>` to populate case-study sources._\n\n## Source Artifacts Used\n\n- `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf` - strategies - https://www.esc.vic.gov.au/sites/default/files/documents/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pdf\n- `strategies/assessing-the-competitiveness-and-efficiency-of-the-victorian-energy-market-fram.pdf` - strategies - https://www.esc.vic.gov.au/sites/default/files/documents/assessing-the-competitiveness-and-efficiency-of-the-victorian-energy-market-framework-and-approach-paper-20191217_0.pdf\n- `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pdf` - strategies - https://www.esc.vic.gov.au/sites/default/files/documents/Honeycomb%20-%20%20Energy%20Market%20Insights%20July%202021%2019.07.21.pdf\n- `strategies/North-20East-20Water-27s-20NCCs-20Guidelines-20and-20Negotiation-20Framework-202.pdf` - strategies - https://www.esc.vic.gov.au/sites/default/files/documents/North%20East%20Water%27s%20NCCs%20Guidelines%20and%20Negotiation%20Framework%202026.pdf\n- `strategies/RPT-20--20PDF-20implementation-20review-20--20Findings-20report-20exec-20sum-20-.pdf` - strategies - https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20PDF%20implementation%20review%20-%20Findings%20report%20exec%20sum%20%20-%2020220531.pdf\n- `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf` - strategies - https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf\n- `strategies/payment-difficulty-framework-review-our-approach-20210902.pdf` - strategies - https://www.esc.vic.gov.au/sites/default/files/documents/payment-difficulty-framework-review-our-approach-20210902.pdf\n- `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/47dd95c3-41f8-455a-bd13-bc77902a97bb.pdf\n- `reviews/7ff61f79-c0c7-4253-a2b0-c39c4148e6e4.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/7ff61f79-c0c7-4253-a2b0-c39c4148e6e4.pdf\n- `reviews/b9441501-b7a4-4e88-8104-32ad6d2860f7.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/b9441501-b7a4-4e88-8104-32ad6d2860f7.pdf\n- `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf\n- `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pdf\n- `reviews/079ab266-c594-4b50-ba50-8abaaef85834.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/079ab266-c594-4b50-ba50-8abaaef85834.pdf\n- `reviews/1593a55e-fa65-44bf-a852-d05c8f080300.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/1593a55e-fa65-44bf-a852-d05c8f080300.pdf\n- `reviews/1cf08d60-6a1e-4ffe-bb37-d553e3d219c8.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/1cf08d60-6a1e-4ffe-bb37-d553e3d219c8.pdf\n- `reviews/817c3579-6fcb-4aff-aaad-b408b186b705.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/817c3579-6fcb-4aff-aaad-b408b186b705.pdf\n- `reviews/b4d920d8-c154-4fb8-8ea8-3212c3a58a65.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/b4d920d8-c154-4fb8-8ea8-3212c3a58a65.pdf\n- `reviews/Energy-Hardship-Inquiry-Final-Report-February-2016-1.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/Energy-Hardship-Inquiry-Final-Report-February-2016-1.pdf\n- `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Operating-20costs-20an.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Frontier%20Economics%20-%20Final%20Report%20-%20Operating%20costs%20and%20margin%2020190419%20%282%29.PDF\n- `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Wholesale-20electricit.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Frontier%20Economics%20-%20Final%20Report%20-%20Wholesale%20electricity%20costs%2020190419%20%282%29.PDF\n- `reviews/Q4-20ConsumerExperiencesEnergyMarketReforms-2022062021-20-281-29.pdf` - reviews - https://www.esc.vic.gov.au/sites/default/files/documents/Q4%20ConsumerExperiencesEnergyMarketReforms%2022062021%20%281%29.pdf\n- `pages/about.html` - pages - https://www.esc.vic.gov.au/about-us\n- `pages/contact.html` - pages - https://www.esc.vic.gov.au/contact-us\n- `pages/homepage.html` - pages - https://www.esc.vic.gov.au/\n- `pages/inquiries-index.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/electricity-and-gas-inquiries-studies-and-reviews\n- `pages/inquiries-index__00.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/electricity-and-gas-inquiries-studies-and-reviews\n- `pages/inquiries-index__01.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/review-life-support-protections-victoria\n- `pages/inquiries-index__02.html` - pages - https://www.esc.vic.gov.au/water/water-inquiries-studies-and-reviews\n- `pages/inquiries-index__03.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/electricity-and-gas-inquiries-studies-and-reviews/public-lighting-code-practice-review\n- `pages/inquiries-index__04.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/electricity-and-gas-inquiries-studies-and-reviews/revoking-electricity-customer-metering-code-practice-and-electricity-customer-transfer-code-practice\n- `pages/inquiries-index__05.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/revoking-electricity-system-code\n- `pages/inquiries-index__06.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/electricity-transmission-company-land-access-statement-expectations/reporting-against-electricity-transmission-company-land-access-statement-expectations\n- `pages/inquiries-index__07.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/energy-retail-licence-review\n- `pages/inquiries-index__08.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/payment-difficulty-framework-implementation-review-2021\n- `pages/inquiries-index__09.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/changes-back-billing-rules-2020\n- `pages/inquiries-index__10.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/customer-sentiment-surveys-2020\n- `pages/inquiries-index__11.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/customer-experiences-comparison-and-switching-2020\n- `pages/inquiries-index__12.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/supporting-energy-customers-through-coronavirus-pandemic-2020\n- `pages/inquiries-index__13.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/electricity-and-gas-retail-markets-review-implementation-2018/assessing-energy-retail-markets-competitiveness-and-efficiency\n- `pages/inquiries-index__14.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/electricity-and-gas-retail-markets-review-implementation-2018/ensuring-contracts-are-clear-and-fair-2019\n- `pages/inquiries-index__15.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/strengthening-protections-life-support-customers-2019\n- `pages/inquiries-index__16.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/electricity-and-gas-retail-markets-review-implementation-2018/victorian-default-offer-recommendation-2019\n- `pages/inquiries-index__17.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/electricity-and-gas-inquiries-studies-and-reviews/family-violence-resources-review-2018\n- `pages/inquiries-index__18.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/electricity-and-gas-retail-markets-review-implementation-2018/new-standards-energy-bills-and-marketing-2018\n- `pages/inquiries-index__19.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/energy-hardship-inquiry-2016\n- `pages/inquiries-index__20.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/distributed-generation-inquiry-2015-true-value\n- `pages/inquiries-index__21.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/smart-meter-privacy-impact-assessment-2012\n- `pages/inquiries-index__22.html` - pages - https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/smart-meters-review-2010\n- `pages/media-releases-index.html` - pages - https://www.esc.vic.gov.au/media-centre/regulator-releases-draft-decision-north-east-waters-proposed-prices\n- `pages/media-releases-index__23.html` - pages - https://www.esc.vic.gov.au/media-centre/regulator-re\n\n_…truncated, open the .md file for the full content._",
  "legislation_md": "# Essential Services Commission - Acts and Legislation Discovery\n\n**Generated at**: 2026-05-09T21:32:19.261066+00:00\n**Entity ID**: S-VIC-060\n**Jurisdiction**: Victoria\n**Portfolio**: \n\n> This is an evidence-based discovery list from scraped department material. A mention does not always mean the department administers the legislation; high-confidence and official register links should be reviewed.\n\n## Summary\n\n- Source files scanned: 59\n- Unique legislation references found: 34\n\n| Type | Count |\n|---|---:|\n| Act | 24 |\n| Code | 3 |\n| Order | 4 |\n| Regulation | 3 |\n\n## Legislation References\n\n### Gas Industry Act 2001\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 48\n**Register search**: https://www.legislation.vic.gov.au/search?q=Gas+Industry+Act+2001\n\n**Sources**:\n- `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n- `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pages.jsonl`\n- `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n- `reviews/Energy-Hardship-Inquiry-Final-Report-February-2016-1.pages.jsonl`\n- `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pages.jsonl`\n- `strategies/assessing-the-competitiveness-and-efficiency-of-the-victorian-energy-market-fram.pages.jsonl`\n- `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pages.jsonl`\n- `strategies/RPT-20--20PDF-20implementation-20review-20--20Findings-20report-20exec-20sum-20-.pages.jsonl`\n\n**Evidence contexts**:\n- ty and gas needs to improve the\naccuracy of life support registers.\nVictoria’s life support framework is distinct from that in the National Energy Customer Framework\n(NECF). In Victoria, life support provisions are set in the Electricity Industry Act 2000 and Gas\nIndustry Act 2001, and prescribed in the Energy Retail Code of Practice, Gas Distribution Code of\nPractice and Electricity Distribution Code of Practice (the codes of practice).\nAdditionally, the General Exemption Order 2022 and the Gas Embedded Network General\nExemption Order\n  Source: `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- ent)’.13 This definition already applies to the relevant codes of\npractice and Acts.\nWe are not proposing to update the list of life support equipment, as suggested by the proponents.\nIn Victoria, this list is defined in the Electricity Industry Act 2000, the Gas Industry Act 2001 and\ncomplemented by Schedule 7 of the Energy Retail Code of Practice.14 There was no clear rationale\nto progress this change. We also received feedback from interested parties against the suggested\nlist, as it imposes age restrictions for some equipment witho\n  Source: `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- he importance of power outage preparedness. We welcome views on how to\nincrease consumer awareness of backup plans.\n13 Subsection 38EA(1) of the Interpretation of Legislation Act 1984.\n14 Clause 40SA of the Electricity Industry Act 2000 and Clause 48DC of the Gas Industry Act 2001.\n15 Submissions to the Essential Services Commission ‘Better Protections for Life Support Customers in Victoria:\nConsultation Paper’, Consumer Action Law Centre and Westjustice (16 September 2025, pp. 6–10), Origin, (9\nSeptember 2025, p. 3).\n16 Essential Ener\n  Source: `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- Essential Services Commission Better Protections for Life Support Customers in\nVictoria\n\n[page 7]\nVictoria’s life support framework\nIn Victoria, the regulation of electricity and gas retailers is primarily governed by the Electricity\nIndustry Act 2000 and the Gas Industry Act 2001.3 Under these laws, if an electricity or gas\nbusiness intends to sell electricity or gas by retail in Victoria, it must obtain a licence issued by\nthe commission.\nUnder certain circumstances, a person may be exempt from obtaining a retail licence. These\nbusin\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n- nd residents requiring life support.6\nThe following Acts, codes of practice and regulatory instruments outline the obligations on\nretailers, distributors and exempt persons which form protections for life support customers:\n1. Electricity Industry Act 2000\n2. Gas Industry Act 2001\n3. Energy Retail Code of Practice\n4. Electricity Distribution Code of Practice\n5. Gas Distribution Code of Practice\n6. General Exemption Order 2022\n7. Gas Embedded Network General Exemption Order 2025.7\nProtections include not disconnecting life support custo\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n### Electricity Industry Act 2000\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 46\n**Register search**: https://www.legislation.vic.gov.au/search?q=Electricity+Industry+Act+2000\n\n**Sources**:\n- `pages/inquiries-index__06.html`\n- `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n- `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pages.jsonl`\n- `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n- `reviews/Energy-Hardship-Inquiry-Final-Report-February-2016-1.pages.jsonl`\n- `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pages.jsonl`\n- `strategies/assessing-the-competitiveness-and-efficiency-of-the-victorian-energy-market-fram.pages.jsonl`\n- `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pages.jsonl`\n- `strategies/RPT-20--20PDF-20implementation-20review-20--20Findings-20report-20exec-20sum-20-.pages.jsonl`\n\n**Evidence contexts**:\n- tions underway, and how principles 2-14 are being applied.\nThe number of voluntary access agreements entered, and how principles 2-14 were applied during the period of negotiation.\nThe number of notices issued regarding proposed access under section 93 of the Electricity Industry Act 2000, and how principles 2-14 were applied before issuing each notice.\nThe number of times land was accessed pursuant to section 93 of the Act, and in each instance: whether each access was pursuant to a notice issued, the time between issuing a notice and access\n  Source: `pages/inquiries-index__06.html`\n- life support customers’ electricity and gas needs to improve the\naccuracy of life support registers.\nVictoria’s life support framework is distinct from that in the National Energy Customer Framework\n(NECF). In Victoria, life support provisions are set in the Electricity Industry Act 2000 and Gas\nIndustry Act 2001, and prescribed in the Energy Retail Code of Practice, Gas Distribution Code of\nPractice and Electricity Distribution Code of Practice (the codes of practice).\nAdditionally, the General Exemption Order 2022 and the Gas Embedded Netwo\n  Source: `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- al\nprofession (other than as a student)’.13 This definition already applies to the relevant codes of\npractice and Acts.\nWe are not proposing to update the list of life support equipment, as suggested by the proponents.\nIn Victoria, this list is defined in the Electricity Industry Act 2000, the Gas Industry Act 2001 and\ncomplemented by Schedule 7 of the Energy Retail Code of Practice.14 There was no clear rationale\nto progress this change. We also received feedback from interested parties against the suggested\nlist, as it imposes age restrictio\n  Source: `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- ure on critical emergency resources.\nWe acknowledge the importance of power outage preparedness. We welcome views on how to\nincrease consumer awareness of backup plans.\n13 Subsection 38EA(1) of the Interpretation of Legislation Act 1984.\n14 Clause 40SA of the Electricity Industry Act 2000 and Clause 48DC of the Gas Industry Act 2001.\n15 Submissions to the Essential Services Commission ‘Better Protections for Life Support Customers in Victoria:\nConsultation Paper’, Consumer Action Law Centre and Westjustice (16 September 2025, pp. 6–10), Origin\n  Source: `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- y Charter, accessed on 9 July 2025.\nv\nEssential Services Commission Better Protections for Life Support Customers in\nVictoria\n\n[page 7]\nVictoria’s life support framework\nIn Victoria, the regulation of electricity and gas retailers is primarily governed by the Electricity\nIndustry Act 2000 and the Gas Industry Act 2001.3 Under these laws, if an electricity or gas\nbusiness intends to sell electricity or gas by retail in Victoria, it must obtain a licence issued by\nthe commission.\nUnder certain circumstances, a person may be exempt from obtaining\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n### Essential Services Commission Act 2001\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 29\n**Register search**: https://www.legislation.vic.gov.au/search?q=Essential+Services+Commission+Act+2001\n\n**Sources**:\n- `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n- `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pages.jsonl`\n- `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pages.jsonl`\n- `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n- `reviews/Energy-Hardship-Inquiry-Final-Report-February-2016-1.pages.jsonl`\n- `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pages.jsonl`\n- `strategies/assessing-the-competitiveness-and-efficiency-of-the-victorian-energy-market-fram.pages.jsonl`\n- `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pages.jsonl`\n\n**Evidence contexts**:\n- de of Practice, the Energy Retail Code of Practice and the Gas\nEmbedded Network General Exemption Order 2025. The commission, under Part 6 of the\nIntroduction\n6\nEssential Services Commission Better Protections for Life Support Customers in\nVictoria\n\n[page 18]\nEssential Services Commission Act 2001, has the power to make, amend and revoke codes of\npractice in line with its objective of promoting the long-term interests of Victorian consumers.18\nThe commission is working with the Department of Energy, Environment and Climate Action\n(DEECA) to discuss any\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n- mprove the life support\nframework.\nThe commission is also working closely with the Australian Energy Market Commission (AEMC) to\nensure consistency, to the extent possible, between life support rules across the Victorian and\nnational regulatory frameworks.\n18 Essential Services Commission Act 2001, Part 2, section 8.\nIntroduction\n7\nEssential Services Commission Better Protections for Life Support Customers in\nVictoria\n\n[page 19]\nOur proposed reforms to enhance life support\nprotections for Victorian consumers\nNew definitions to provide better life suppo\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n- due to non-payment.\n3.2.1 PAYMENT DIFFICULTIES\nLEGISLATION\nThe following legislation contains specific obligations with respect to customers\nexperiencing payment difficulties:\n Electricity Industry Act 2000 (Vic.) (EIA)\n Gas Industry Act 2001 (Vic.) (GIA)\n Essential Services Commission Act 2001 (Vic.) (ESC Act).\nThese Acts require energy retailers operating in Victoria to hold a valid licence and\nprescribe the required conditions for licence holders. They also prescribe the powers to\ngrant licences and regulate licence holders via licences, codes an\n  Source: `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pages.jsonl`\n- AY FORWARD 157\n\n[page 35]\nAPPENDIX A – TABLE OF RESULTS 161\nAPPENDIX B – TERMS OF REFERENCE 169\nAPPENDIX C – LIST OF REFERENCES 173\n\n[page 36]\n\n[page 37]\n1 INTROD U CTION\n1.1 BACKGROUND\nIn September 2015, we received terms of reference under section 41 of the Essential\nServices Commission Act 2001, to carry out an inquiry into the true value of distributed\ngeneration (the inquiry).\nIn December 2015 we published a paper outlining our proposed approach to the\ninquiry. In that paper, we proposed to the Government that the inquiry be split into two\nparts,\n  Source: `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pages.jsonl`\n- ect) identified in this inquiry.\n Materiality. The benefits being investigated must be large enough to have a\nmaterial impact on payments made to the distributed generator.\nIn conducting the inquiry, the Commission also has regard to its objectives under the\nEssential Services Commission Act 2001, which are to promote the long term interests\nof Victorian consumers with regard to the price, quality and reliability of essential\nservices.9\n2.3 STAKEHOLDER FEEDBACK ON THE SCOPE OF THE INQUIRY\nThis is the third report focussing on the network value of dist\n  Source: `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pages.jsonl`\n\n### Gas Embedded Network General Exemption Order 2025\n\n**Type**: Order\n**Confidence**: high\n**Mentions**: 12\n**Register search**: https://www.legislation.vic.gov.au/search?q=Gas+Embedded+Network+General+Exemption+Order+2025\n\n**Sources**:\n- `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n**Evidence contexts**:\n- Industry Act 2000 and Gas\nIndustry Act 2001, and prescribed in the Energy Retail Code of Practice, Gas Distribution Code of\nPractice and Electricity Distribution Code of Practice (the codes of practice).\nAdditionally, the General Exemption Order 2022 and the Gas Embedded Network General\nExemption Order 2025 regulate persons exempt from holding a licence. The Governor in Council\nissues and reviews these instruments. We are working with Victoria’s Department of Energy,\nEnvironment and Climate Action to determine if any of the proposed reforms require legislative\na\n  Source: `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- ons for Life Support\nCustomers, 23 August 2024.\nIntroduction\n11\nEssential Services Commission Better Protections for Life Support Customers in\nVictoria\n\n[page 13]\nOFFICIAL\ncode of practice applies to exempt gas distributors, in accordance with clause 5 of the Gas\nEmbedded Network General Exemption Order 2025. We have kept the same provisions listed in\nSchedule 1 of the Gas Embedded Network General Exemption Order 2025 and made adjustments\nto reflect the proposed amendments within scope of this review. Schedule 1 of the Gas Embedded\nNetwork General Exemption Order\n  Source: `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- for Life Support Customers in\nVictoria\n\n[page 13]\nOFFICIAL\ncode of practice applies to exempt gas distributors, in accordance with clause 5 of the Gas\nEmbedded Network General Exemption Order 2025. We have kept the same provisions listed in\nSchedule 1 of the Gas Embedded Network General Exemption Order 2025 and made adjustments\nto reflect the proposed amendments within scope of this review. Schedule 1 of the Gas Embedded\nNetwork General Exemption Order 2025 will no longer apply if the proposed amendments come\ninto effect.\nOur engagement to date\nWe have engaged e\n  Source: `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- mbedded Network General Exemption Order 2025. We have kept the same provisions listed in\nSchedule 1 of the Gas Embedded Network General Exemption Order 2025 and made adjustments\nto reflect the proposed amendments within scope of this review. Schedule 1 of the Gas Embedded\nNetwork General Exemption Order 2025 will no longer apply if the proposed amendments come\ninto effect.\nOur engagement to date\nWe have engaged extensively with interested parties to enhance protections for life support\ncustomers in Victoria. Our consultation process involved multiple opportunitie\n  Source: `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- ribution Code of Practice and the Gas\nDistribution Code of Practice are the main instruments governing life support protections in\nVictoria. All three codes of practice are administered by the commission.\nAdditionally, the General Exemption Order 2022 and the Gas Embedded Network General\nExemption Order 2025 regulate persons exempt from holding a licence. The Minister for\nEnergy and Resources issues and reviews these instruments.\nIf the AEMC introduces changes to life support rules in response to the #BetterTogether rule\nchange request, those changes would not ap\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n### General Exemption Order 2022\n\n**Type**: Order\n**Confidence**: high\n**Mentions**: 3\n**Register search**: https://www.legislation.vic.gov.au/search?q=General+Exemption+Order+2022\n\n**Sources**:\n- `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n**Evidence contexts**:\n- electricity or gas\nbusiness intends to sell electricity or gas by retail in Victoria, it must obtain a licence issued by\nthe commission.\nUnder certain circumstances, a person may be exempt from obtaining a retail licence. These\nbusinesses must comply with the General Exemption Order 2022 and with applicable\nobligations set in the codes of practice made by the commission.4\nA person may also be exempt from obtaining a gas distribution licence. These businesses\nmust comply with the Gas Embedded Network General Exemption Order 20255 and with\nappl\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n- distributors and exempt persons which form protections for life support customers:\n1. Electricity Industry Act 2000\n2. Gas Industry Act 2001\n3. Energy Retail Code of Practice\n4. Electricity Distribution Code of Practice\n5. Gas Distribution Code of Practice\n6. General Exemption Order 2022\n7. Gas Embedded Network General Exemption Order 2025.7\nProtections include not disconnecting life support customers due to lack of payment as well as\nproviding information before and during any planned and unplanned interruptions.\n6 Electricity Industry Act 2\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n- protections\nThe Electricity Industry Act 2000 and the Gas Industry Act 2001 set out the key obligations of the\nlife support framework. These are administered by the Minister for Energy and Resources. The\nMinister for Energy and Resources also administers the General Exemption Order 2022 and the\nGas Embedded Network General Exemption Order 2025.\nThe framework is also supported by regulation that includes the Electricity Distribution Code of\nPractice, the Gas Distribution Code of Practice, the Energy Retail Code of Practice and the Gas\nEmbedde\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n### Vic) and the Gas Industry Act 2001\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 3\n**Register search**: https://www.legislation.vic.gov.au/search?q=Vic%29+and+the+Gas+Industry+Act+2001\n\n**Sources**:\n- `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n**Evidence contexts**:\n- ly with the terms and conditions of the contract\nspecifying the circumstances in which the supply of\nenergy to the premises may be disconnected#\nSources: ^ the Terms of Reference for this inquiry, * the Energy Retail Code, # the Electricity Industry\nAct 2000 (Vic) and the Gas Industry Act 2001 (Vic).\nESSENTIAL SERVICES COMMISSION INQUIRY INTO THE FINANCIAL HARDSHIP ARRANGEMENTS OF V\nVICTORIA ENERGY RETAILERS: OUR APPROACH\nGLOSSARY\n\n[page 7]\nACRO NY M S\nAER Australian Energy Regulator\nEWOV Energy and Water Ombudsman (Victoria)\nthe Code Energy Retail\n  Source: `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n- le at other\ntimes they may remain implicit and open to the regulator to interpret (typically in\nconsultation with the relevant parties). The Victorian Energy Retail Code (the Code)\ndirectly reflects statutory provisions from the Electricity Industry Act 2000 (Vic) and the\nGas Industry Act 2001 (Vic), but it also contains obligations that have been developed\nover time following extensive consultation by the Commission.\nAn effective regulatory framework produces outcomes that are consistent with those\nbeing sought. The framework can do so in a prescr\n  Source: `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n- hese elements relates to customer\nhardship.\nESSENTIAL SERVICES COMMISSION INQUIRY INTO THE FINANCIAL HARDSHIP ARRANGEMENTS OF 23\nVICTORIA ENERGY RETAILERS: OUR APPROACH\n3 THE REGULATORY FRAMEWORK\n\n[page 32]\n3.2.1 LEGISLATION\nThe Electricity Industry Act 2000 (Vic) and the Gas Industry Act 2001 (Vic) (the Acts)\ncontain consumer protections for domestic and small business customers. The Acts\nrequire energy retailers to hold a licence to sell electricity or gas in Victoria.\nUnder the Acts, licences are deemed to include a condition requiring energy re\n  Source: `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n### Essential Services Act 2001\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Essential+Services+Act+2001\n\n**Sources**:\n- `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pages.jsonl`\n\n**Evidence contexts**:\n- ation\nESSENTIAL SERVICES COMMISSION THE NETWORK VALUE OF DISTRIBUTED GENERATION XII\nVICTORIA\nACRONYMS\n\n[page 15]\nSUMMARY\nINTRODUCTION\nIn September 2015, the Essential Services Commission (‘the Commission’) received a\nterms of reference under section 41 of the Essential Services Act 2001 to carry out an\ninquiry into the true value of distributed generation.\nIn December 2015, we released a paper outlining our proposed approach to the\ninquiry. In that paper, we proposed to the Government that the inquiry be split into two\nparts, corresponding t\n  Source: `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pages.jsonl`\n\n### Essentiol Services Commission Act 2001\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Essentiol+Services+Commission+Act+2001\n\n**Sources**:\n- `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n**Evidence contexts**:\n- lwg o\nMELBOURNE vIc 3000 t a s\n.. -- F'- x\n- pssr z#/, jr' -\nses, $ Ti ( s:\ns eo tx. ...\nDear Dr Ben-David wt\n% 'Stcw QR\nyax xxT\nESC INQUIRY INTO THE FINANICAL HARDSHIP PROGRAMS OF RETAILERS t' %s\n<> t o' o\nIn accordance with my powers under section 41 of the Essentiol Services Commission Act 2001, I\nrefer to the Essential Services Commission (ESC) t he attached Terms of Reference for an inquiry\nand report on the financial hardship programs of energy retailers; subject to DEDJTR funding any\nexternal costs incurred by the ESC.\nln addition, I request tha\n  Source: `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n### Under the Essential Services Commission Act 2001\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Under+the+Essential+Services+Commission+Act+2001\n\n**Sources**:\n- `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n**Evidence contexts**:\n- l likely bear the costs of this ‗energy debt‘. Energy\nretailers may spread the cost of recovering outstanding debts across other customers\nby increasing energy prices. This situation, in turn, may make it more difficult for other\ncustomers to pay their bills.\nUnder the Essential Services Commission Act 2001 (Vic), the Commission must\nconsider the effect of its actions on the price of energy (as an essential service) as well\nas the industry‘s financial viability and the benefits and cost of regulation for low\nincome and vulnerable consumers.1 That is, the regulat\n  Source: `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n### Value of Small Scale Embedded Generation and Storage to Networks, Clean Energy Council, July Essential Services Commission Act 2001\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Value+of+Small+Scale+Embedded+Generation+and+Storage+to+Networks%2C+Clean+Energy+Council%2C+July+Essential+Services+Commission+Act+2001\n\n**Sources**:\n- `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pages.jsonl`\n\n**Evidence contexts**:\n- ctricity Sector to 2030, February\nEnvironmental Justice Australia 2016, Submission to the Essential Services\nCommission Inquiry into the true value of distributed generation – Proposed Approach\nPaper, February\nErnst & Young 2015, Evaluation Methodology of the Value of Small Scale Embedded\nGeneration and Storage to Networks, Clean Energy Council, July\nEssential Services Commission Act 2001 (Vic)\nEssential Services Commission 2004, Electricity Industry Guideline No.14 provision of\nservices by electricity distributors, Issue 1, April\nEssential Services Commission 2015, Electricity Distribution Code, Version 9,\nDecember\nEssential Services Commissi\n  Source: `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pages.jsonl`\n\n### Vic) and the Essential Services Commission Act 2001\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Vic%29+and+the+Essential+Services+Commission+Act+2001\n\n**Sources**:\n- `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n**Evidence contexts**:\n- nd they are unable to pay their energy bills as a result of\npersonal circumstances or life events.\nThe Essential Services Commission regulates the sale and supply of energy in Victoria,\nunder the Electricity Industry Act 2000 (Vic), the Gas Industry Act 2001 (Vic) and the\nEssential Services Commission Act 2001 (Vic). One of the aims of the regulatory\nframework is to ensure that wherever possible, energy customers who are unable to\npay their bills on time remain connected to supply, and that customers are\ndisconnected only as a last resort.\nVictoria‘s licensed energ\n  Source: `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n### Water/Performance-reports/Hardship-Indicators-Survey). Essential Services Commission Act 2001\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Water%2FPerformance-reports%2FHardship-Indicators-Survey%29.+Essential+Services+Commission+Act+2001\n\n**Sources**:\n- `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n**Evidence contexts**:\n- .au/Energy/Energy-retail-performance-reports/Energy-Retailers-Comparative-\nPerformance-Report-Pr)\nEssential Services Commission 2014, Review of new hardship measures taken by metropolitan water businesses:\n2013-14 report, Melbourne. (http://www.esc.vic.gov.au/Water/Performance-reports/Hardship-Indicators-Survey).\nEssential Services Commission Act 2001 (Vic). (http://www5.austlii.edu.au/au/legis/vic/consol_act/esca2001327).\nEssential Services Commission, Compliance report: energy retail businesses, various issues, Melbourne.\n(http://www.esc.vic.gov.au/energy/compliance).\nFinancial Counselling Australia 2014\n  Source: `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n### Additionally, the General Exemption Order 2022\n\n**Type**: Order\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://www.legislation.vic.gov.au/search?q=Additionally%2C+the+General+Exemption+Order+2022\n\n**Sources**:\n- `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n**Evidence contexts**:\n- ria, life support provisions are set in the Electricity Industry Act 2000 and Gas\nIndustry Act 2001, and prescribed in the Energy Retail Code of Practice, Gas Distribution Code of\nPractice and Electricity Distribution Code of Practice (the codes of practice).\nAdditionally, the General Exemption Order 2022 and the Gas Embedded Network General\nExemption Order 2025 regulate persons exempt from holding a licence. The Governor in Council\nissues and reviews these instruments. We are working with Victoria’s Department of Energy,\nEnvironment and Climate Action to dete\n  Source: `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n- he Energy Retail Code of Practice, the Electricity Distribution Code of Practice and the Gas\nDistribution Code of Practice are the main instruments governing life support protections in\nVictoria. All three codes of practice are administered by the commission.\nAdditionally, the General Exemption Order 2022 and the Gas Embedded Network General\nExemption Order 2025 regulate persons exempt from holding a licence. The Minister for\nEnergy and Resources issues and reviews these instruments.\nIf the AEMC introduces changes to life support rules in response to the #Bett\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n### Electricity Industry Act 2001\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://www.legislation.vic.gov.au/search?q=Electricity+Industry+Act+2001\n\n**Sources**:\n- `strategies/assessing-the-competitiveness-and-efficiency-of-the-victorian-energy-market-fram.pages.jsonl`\n\n**Evidence contexts**:\n- ity for all Victorian consumers.16 This would mean that retailers in the market are operating as\n13 Essential Services Commission Act 2001, S. 10AAB.\n14 Essential Services Commission Act 2001, S. 1.\n15 Essential Services Commission Act 2001, S. 8(1-2), 8A.\n16 Electricity Industry Act 2001, s10(b), Gas Industry Act 2001, s18(b)\n3. A framework to measure competitiveness and efficiency of the market\n18\nEssential Services Commission Assessing the competitiveness and efficiency of the\nVictorian energy retail market\n\n[page 20]\nefficiently as possibl\n  Source: `strategies/assessing-the-competitiveness-and-efficiency-of-the-victorian-energy-market-fram.pages.jsonl`\n- s, including those\nexperiencing vulnerability\nWe think that it is important to recognise energy as an essential service when considering\ncompetitiveness and efficiency in the market. There are three factors that we believe make energy\nan essential service:\n17 Electricity Industry Act 2001, s10(c), Gas Industry Act 2001, s18(c)\n3. A framework to measure competitiveness and efficiency of the market\n19\nEssential Services Commission Assessing the competitiveness and efficiency of the\nVictorian energy retail market\n\n[page 21]\n• most customers canno\n  Source: `strategies/assessing-the-competitiveness-and-efficiency-of-the-victorian-energy-market-fram.pages.jsonl`\n\n### Energy Legislation Amendment (Consumer Protection) Act 2015\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://www.legislation.vic.gov.au/search?q=Energy+Legislation+Amendment+%28Consumer+Protection%29+Act+2015\n\n**Sources**:\n- `reviews/Energy-Hardship-Inquiry-Final-Report-February-2016-1.pages.jsonl`\n\n**Evidence contexts**:\n- fter EWOV\nassessments between 2005 and 2015.\n34 Section 40B of the Electricity Industry Act 2000 (Vic.) and section 48A of the Gas Industry Act 2001 (Vic.) outline the\nobligations regarding wrongful disconnection payments.\n35 The Energy Legislation Amendment (Consumer Protection) Act 2015 increased the daily rate of compensation\npayable to customers for wrongful disconnection from $250 to $500, without any change to the compensation cap of\n$3500. As a result, the maximum compensation under the cap is for a disconnection of seven days, compared\n  Source: `reviews/Energy-Hardship-Inquiry-Final-Report-February-2016-1.pages.jsonl`\n- ies and hardship suffers from a lack of enforceability. The proposed framework\nhas been designed with the objective of improving monitoring and enforcement.\nThe Commission was recently given increased enforcement powers under the Energy\nLegislation Amendment (Consumer Protection) Act 2015. The Act provides more tools\n112 Section 54V Essential Services Commission Act 2001.\nESSENTIAL SERVICES COMMISSION SUPPORTING CUSTOMERS, AVOIDING LABELS. 99\nVICTORIA ENERGY HARDSHIP INQUIRY FINAL REPORT\n4 THE COMMISSION’S PROPOSAL\n\n[page 108]\nfor the Commissi\n  Source: `reviews/Energy-Hardship-Inquiry-Final-Report-February-2016-1.pages.jsonl`\n\n### Gender Equality Act 2020\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://www.legislation.vic.gov.au/search?q=Gender+Equality+Act+2020\n\n**Sources**:\n- `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pages.jsonl`\n\n**Evidence contexts**:\n- nce trying to access and\nreceive assistance under the framework.\n25 Workplace Gender Equality Agency, ‘Factsheet series: Australia’s Gender Pay Gap Statistics’, 2021; ‘Family violence\nand economic abuse – an overview’, Economic Abuse Reference Group, 2018.\n26 Gender Equality Act 2020, sections 4(c), 6(8) and 6(9).\n27 Gender Equality Act 2020, section 7.\n28 ORIMA Research, ‘Call recordings study report’, p. 10.\nNote: “For this question, if a person described themselves as a particular gender or used a gender specific pronoun (e.g.\nmother),\n  Source: `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pages.jsonl`\n- work.\n25 Workplace Gender Equality Agency, ‘Factsheet series: Australia’s Gender Pay Gap Statistics’, 2021; ‘Family violence\nand economic abuse – an overview’, Economic Abuse Reference Group, 2018.\n26 Gender Equality Act 2020, sections 4(c), 6(8) and 6(9).\n27 Gender Equality Act 2020, section 7.\n28 ORIMA Research, ‘Call recordings study report’, p. 10.\nNote: “For this question, if a person described themselves as a particular gender or used a gender specific pronoun (e.g.\nmother), gender was coded as female or male. If gender was inferred\n  Source: `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pages.jsonl`\n\n### Treasurer, Electricity Industry Act 2000\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://www.legislation.vic.gov.au/search?q=Treasurer%2C+Electricity+Industry+Act+2000\n\n**Sources**:\n- `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pages.jsonl`\n\n**Evidence contexts**:\n- e inquiry. This purpose sits within\nthe overall objective for regulating Victoria’s retail energy businesses, which is to\n17 Section 42 of the Electricity Industry Act 2000 (Vic.) and section 48F of the Gas Industry Act 2001(Vic.).\n18 The Hon. Mr Brumby 2006, Treasurer, Electricity Industry Act 2000 and Gas Industry Act 2001 (Hardship, Metering\nand Other Matters) Bill, Second Reading Assembly, 19 July, p. 2371.\n19 Ibid.\nESSENTIAL SERVICES COMMISSION SUPPORTING CUSTOMERS, AVOIDING LABELS. 18\nVICTORIA ENERGY HARDSHIP INQUIRY DRAFT REPORT.\n3 THE CURRENT REG\n  Source: `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pages.jsonl`\n- .au/__data/assets/pdf_file/0013/155101/FinancialHardship20140526.pdf).\nThe Commonwealth of Australia 2014, Financial System Inquiry – Final Report, Canberra,\n(http://fsi.gov.au/files/2014/12/FSI_Final_Report_Consolidated20141210.pdf).\nThe Hon. Mr Brumby 2006, Treasurer, Electricity Industry Act 2000 and Gas Industry Act 2001 (Hardship, Metering and\nOther Matters) Bill, Second Reading Assembly, 19 July,\n(http://www.parliament.vic.gov.au/downloadhansard/pdf/Assembly/Jul-Oct%202006/Assembly%20July-\nOctober%20Weekly%20Book%2010%202006.pdf).\nThe Salvation Arm\n  Source: `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pages.jsonl`\n\n### Vic), the Gas Industry Act 2001\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://www.legislation.vic.gov.au/search?q=Vic%29%2C+the+Gas+Industry+Act+2001\n\n**Sources**:\n- `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n**Evidence contexts**:\n- er,\noccasionally customers may find they are unable to pay their energy bills as a result of\npersonal circumstances or life events.\nThe Essential Services Commission regulates the sale and supply of energy in Victoria,\nunder the Electricity Industry Act 2000 (Vic), the Gas Industry Act 2001 (Vic) and the\nEssential Services Commission Act 2001 (Vic). One of the aims of the regulatory\nframework is to ensure that wherever possible, energy customers who are unable to\npay their bills on time remain connected to supply, and that customers are\ndisconne\n  Source: `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n- ustomer for\nthe sale and supply of energy*\nregulatory framework the legislative and subordinate instruments that govern\nthe expected conduct of regulated parties towards their\ncustomers. In the energy industry, this includes the\nElectricity Industry Act 2000 (Vic), the Gas Industry Act\n2001 (Vic), the Energy Retail Code (Vic) (and\nguidelines) and the Operating Procedure Compensation\nfor Wrongful Disconnection\nretailer a person who holds a retail licence under the Electricity\nIndustry Act 2000 (Vic) or the Gas Industry Act 2001\n(Vic)*\nwrongful di\n  Source: `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n### Distribution Code of Practice, the Energy Retail Code of Practice and the Gas Embedded Network General Exemption Order 2025\n\n**Type**: Order\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Distribution+Code+of+Practice%2C+the+Energy+Retail+Code+of+Practice+and+the+Gas+Embedded+Network+General+Exemption+Order+2025\n\n**Sources**:\n- `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n**Evidence contexts**:\n- e\nMinister for Energy and Resources also administers the General Exemption Order 2022 and the\nGas Embedded Network General Exemption Order 2025.\nThe framework is also supported by regulation that includes the Electricity Distribution Code of\nPractice, the Gas Distribution Code of Practice, the Energy Retail Code of Practice and the Gas\nEmbedded Network General Exemption Order 2025. The commission, under Part 6 of the\nIntroduction\n6\nEssential Services Commission Better Protections for Life Support Customers in\nVictoria\n\n[page 18]\nEssential Services Commission Act 2001, has the power to make, amend and revoke codes of\npractice in line wi\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n### Electricity Industry (Non-Franchise Customer) Regulations 1994\n\n**Type**: Regulation\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Electricity+Industry+%28Non-Franchise+Customer%29+Regulations+1994\n\n**Sources**:\n- `strategies/assessing-the-competitiveness-and-efficiency-of-the-victorian-energy-market-fram.pages.jsonl`\n\n**Evidence contexts**:\n- xperience positive outcomes. Where there is uncertainty as to\n18 COAG Communique 19 August 1994, The National Competition Policy Review (The Hilmer Review), 1993\n19 See section 25 of the Electricity Industry (Amendment Act) 1994, and the Electricity Industry (Non-Franchise\nCustomer) Regulations 1994.\n3. A framework to measure competitiveness and efficiency of the market\n20\nEssential Services Commission Assessing the competitiveness and efficiency of the\nVictorian energy retail market\n\n[page 22]\nwhether a highly competitive and efficient market can delive\n  Source: `strategies/assessing-the-competitiveness-and-efficiency-of-the-victorian-energy-market-fram.pages.jsonl`\n\n### Electricity Industry (Penalty Regime) Regulations 2022\n\n**Type**: Regulation\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Electricity+Industry+%28Penalty+Regime%29+Regulations+2022\n\n**Sources**:\n- `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n**Evidence contexts**:\n- his review\nThe #BetterTogether rule change request suggested the following four additional changes that we\nconsider to be out of scope for this review:\n• Changes to civil penalty tiers: penalty tiers for life support rules sit within the Electricity\nIndustry (Penalty Regime) Regulations 2022 and the Gas Industry (Penalty Regime)\nRegulations 2022. The commission does not have powers to amend these regulations.\n• Creating a central, national database for registering life support customers: there is a\nproposal for the introduction of a national data\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n### Energy Legislation (Hardship, Metering and Other Matters) Act 2006\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Energy+Legislation+%28Hardship%2C+Metering+and+Other+Matters%29+Act+2006\n\n**Sources**:\n- `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pages.jsonl`\n\n**Evidence contexts**:\n- 2005, the Victorian Government established the Committee of Inquiry into the\nFinancial Hardship of Energy Consumers. A key recommendation of the inquiry\nwas that energy retailers develop and implement best practice hardship policies.1\nThe Energy Legislation (Hardship, Metering and Other Matters) Act 2006, assented\nto on 29 August 2006, amends energy legislation to require licensed energy\nretailers to prepare and seek approval of financial hardship policies. The legislation\nempowers the Essential Services Commission (the Commission) to develop\nguidelines to as\n  Source: `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pages.jsonl`\n\n### Energy Legislation Amendment (Energy Fairness) Act 2021\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Energy+Legislation+Amendment+%28Energy+Fairness%29+Act+2021\n\n**Sources**:\n- `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pages.jsonl`\n\n**Evidence contexts**:\n- requirements.\nIn addition, a retailer cannot disconnect a customer who has arrears less than $300, including\nGST. It should be also noted that in August 2021, as part of the Victorian government’s legislative\namendments under the Energy Legislation Amendment (Energy Fairness) Act 2021, many of these\ndisconnections safeguards have been incorporated into the Electricity Industry Act 2000 and Gas\nIndustry Act 2001.\nThese safeguards are to ensure that a customer experiencing payment difficulty has reasonable\nopportunities to engage with a reta\n  Source: `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pages.jsonl`\n\n### Energy Retail Code 2006\n\n**Type**: Code\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Energy+Retail+Code+2006\n\n**Sources**:\n- `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pages.jsonl`\n\n**Evidence contexts**:\n- eeding such assistance.\nThe Commission expects licensees’ financial hardship policies to detail their\napproach to providing assistance for the replacement of energy-inefficient\nappliances to domestic customers identified as experiencing financial hardship.\n27 Energy Retail Code 2006, op. cit., Section 11.3\n28 For example, the Victorian Government, in addition to the Utility Relief Grant Scheme,\nalso funds a Capital Grants program that assists households that hold a concession card\nto repair or replace major essential appliances. Retailer\n  Source: `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pages.jsonl`\n\n### Energy-Retail-Code-Version-11-January-2015.pdf). Electricity Industry Act 2000\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Energy-Retail-Code-Version-11-January-2015.pdf%29.+Electricity+Industry+Act+2000\n\n**Sources**:\n- `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pages.jsonl`\n\n**Evidence contexts**:\n- hardship\narrangements of energy retailers, May, (http://www.esc.vic.gov.au/getattachment/e2001bd8-0849-4f4d-ba79-\nf204c8825bd4/EnergyAustralia.pdf).\nEnergy Retail Code (Version 11) (http://www.esc.vic.gov.au/getattachment/bd6bae17-f639-4c68-a5dc-\na4de803a48ae/Energy-Retail-Code-Version-11-January-2015.pdf).\nElectricity Industry Act 2000 (Vic.) (http://www.austlii.edu.au/au/legis/vic/consol_act/eia2000261).\nElectricity Industry Code (Version 17) (http://www.qenergy.com.au/flux-\ncontent/qenergy/pdf/QLD%20fact%20sheet/Electricity-Industry-Code-version-17.pdf).\nESSENTIAL SERVICES COMMISSION SUPP\n  Source: `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pages.jsonl`\n\n### Equal Opportunity Act 2010\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Equal+Opportunity+Act+2010\n\n**Sources**:\n- `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pages.jsonl`\n\n**Evidence contexts**:\n- ions workshop report; Uniting Vic.Tas, Submission to Essential Services Commission key\nreview questions, 10 December 2021, p. 6.\n23 Victorian Pride Lobby, Submission to Essential Services Commission ‘Draft consumer vulnerability strategy’, June\n2021, p. 3.\n24 Equal Opportunity Act 2010 (Vic), Part 2(8)(1) and Part 2(9)(1).\nCommon themes across the framework\n35\nEssential Services Commission Payment difficulty framework implementation review\n2022\n\n[page 37]\nGender equality and the framework\nWomen are more likely to experience general economic\n  Source: `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pages.jsonl`\n\n### Gas Industry (Penalty Regime) Regulations 2022\n\n**Type**: Regulation\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Gas+Industry+%28Penalty+Regime%29+Regulations+2022\n\n**Sources**:\n- `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n**Evidence contexts**:\n- ested the following four additional changes that we\nconsider to be out of scope for this review:\n• Changes to civil penalty tiers: penalty tiers for life support rules sit within the Electricity\nIndustry (Penalty Regime) Regulations 2022 and the Gas Industry (Penalty Regime)\nRegulations 2022. The commission does not have powers to amend these regulations.\n• Creating a central, national database for registering life support customers: there is a\nproposal for the introduction of a national database to store medical confirmation and improve\ninformat\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n### Interpretation of Legislation Act 1984\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Interpretation+of+Legislation+Act+1984\n\n**Sources**:\n- `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n\n**Evidence contexts**:\n- of a prolonged\npower outage. It will also likely reduce pressure on critical emergency resources.\nWe acknowledge the importance of power outage preparedness. We welcome views on how to\nincrease consumer awareness of backup plans.\n13 Subsection 38EA(1) of the Interpretation of Legislation Act 1984.\n14 Clause 40SA of the Electricity Industry Act 2000 and Clause 48DC of the Gas Industry Act 2001.\n15 Submissions to the Essential Services Commission ‘Better Protections for Life Support Customers in Victoria:\nConsultation Paper’, Consumer Action Law Centre\n  Source: `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n\n### KB) Public Lighting Code 2015\n\n**Type**: Code\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=KB%29+Public+Lighting+Code+2015\n\n**Sources**:\n- `pages/inquiries-index__03.html`\n\n**Evidence contexts**:\n- KB)\nAppendix B - Draft Electricity Distribution Code of Practice markup (version 3)\n28 August 2025\nAppendix B - Draft Electricity Distribution Code of Practice markup (version 3)\nMarkup version requires downloading and viewing from desktop mode.\n(docx, 354.28 KB)\nPublic Lighting Code 2015\n2015\nPublic Lighting Code 2015\n(, )\nConsultation Paper - Submissions\n22 September 2025\nCitipower, Powercor and United Energy\n(pdf, 754.69 KB)\n25 September 2025\nJemena\n(pdf, 228.6 KB)\n25 September 2025\nVictorian Greenhouse Alliance - Letter\n(pdf, 144.83 KB)\n25\n  Source: `pages/inquiries-index__03.html`\n\n### LEGISLATION The Electricity Industry Act 2000\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=LEGISLATION+The+Electricity+Industry+Act+2000\n\n**Sources**:\n- `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n**Evidence contexts**:\n- .\nThe following sections describe how each of these elements relates to customer\nhardship.\nESSENTIAL SERVICES COMMISSION INQUIRY INTO THE FINANCIAL HARDSHIP ARRANGEMENTS OF 23\nVICTORIA ENERGY RETAILERS: OUR APPROACH\n3 THE REGULATORY FRAMEWORK\n\n[page 32]\n3.2.1 LEGISLATION\nThe Electricity Industry Act 2000 (Vic) and the Gas Industry Act 2001 (Vic) (the Acts)\ncontain consumer protections for domestic and small business customers. The Acts\nrequire energy retailers to hold a licence to sell electricity or gas in Victoria.\nUnder the Acts, licences are deemed to inc\n  Source: `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl`\n\n### Public Health and Wellbeing Act 2008\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Public+Health+and+Wellbeing+Act+2008\n\n**Sources**:\n- `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n**Evidence contexts**:\n- d in the Energy Retail Code of Practice, the\nElectricity Distribution Code of Practice and the Gas Distribution Code of Practice.\n21 A definition of ‘registered medical practitioner’ is, however, provided in other Victorian legislative instruments such as\nthe Public Health and Wellbeing Act 2008. This Act defines registered medical practitioner as ‘a person registered\nunder the Health Practitioner Regulation National Law to practise in the medical profession (other than as a student)’.\nOur proposed reforms\n12\nEssential Services Commission Better Prot\n  Source: `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl`\n\n### Public Lighting Code 2015\n\n**Type**: Code\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Public+Lighting+Code+2015\n\n**Sources**:\n- `pages/inquiries-index__03.html`\n\n**Evidence contexts**:\n- Distribution Code of Practice markup (version 3)\n28 August 2025\nAppendix B - Draft Electricity Distribution Code of Practice markup (version 3)\nMarkup version requires downloading and viewing from desktop mode.\n(docx, 354.28 KB)\nPublic Lighting Code 2015\n2015\nPublic Lighting Code 2015\n(, )\nConsultation Paper - Submissions\n22 September 2025\nCitipower, Powercor and United Energy\n(pdf, 754.69 KB)\n25 September 2025\nJemena\n(pdf, 228.6 KB)\n25 September 2025\nVictorian Greenhouse Alliance - Letter\n(pdf, 144.83 KB)\n25 September 2025\nVictorian Green\n  Source: `pages/inquiries-index__03.html`\n\n### Renewable Energy (Electricity) Act 2000\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Renewable+Energy+%28Electricity%29+Act+2000\n\n**Sources**:\n- `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Wholesale-20electricit.pages.jsonl`\n\n**Evidence contexts**:\n- ow\nmany LGCs they need to surrender to discharge their liability each year.\nThe RPP is set to achieve the renewable energy targets specified in the legislation. The Clean Energy\nRegulator is responsible for setting the RPP for each year.\nThe Renewable Energy (Electricity) Act 2000 states that where the RPP for a year has not been\ndetermined it should be calculated as the RPP for the previous year multiplied by the required GWh’s\nof renewable energy for the current year divided by the required GWh’s of renewable energy for the\nprevious\n  Source: `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Wholesale-20electricit.pages.jsonl`\n\n### Victoria’s Interpretation of Legislation Act 1984\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.vic.gov.au/search?q=Victoria%E2%80%99s+Interpretation+of+Legislation+Act+1984\n\n**Sources**:\n- `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n\n**Evidence contexts**:\n- reating a definition for ‘life support user’ and ‘registered medical\npractitioner’. We do not consider that these changes are needed. The definition of ‘life support\nuser’ already aligns with the definition of ‘life support resident’ in Victorian legislation.\nVictoria’s Interpretation of Legislation Act 1984 defines a ‘registered medical practitioner’ as ‘a\nperson registered under the Health Practitioner Regulation National Law to practise in the medical\nprofession (other than as a student)’.13 This definition already applies to the relevant codes of\npractice and\n  Source: `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl`\n\n## Files Scanned\n\n- `pages/about.html` (page)\n- `pages/contact.html` (page)\n- `pages/homepage.html` (page)\n- `pages/inquiries-index.html` (page)\n- `pages/inquiries-index__00.html` (page)\n- `pages/inquiries-index__01.html` (page)\n- `pages/inquiries-index__02.html` (page)\n- `pages/inquiries-index__03.html` (page)\n- `pages/inquiries-index__04.html` (page)\n- `pages/inquiries-index__05.html` (page)\n- `pages/inquiries-index__06.html` (page)\n- `pages/inquiries-index__07.html` (page)\n- `pages/inquiries-index__08.html` (page)\n- `pages/inquiries-index__09.html` (page)\n- `pages/inquiries-index__10.html` (page)\n- `pages/inquiries-index__11.html` (page)\n- `pages/inquiries-index__12.html` (page)\n- `pages/inquiries-index__13.html` (page)\n- `pages/inquiries-index__14.html` (page)\n- `pages/inquiries-index__15.html` (page)\n- `pages/inquiries-index__16.html` (page)\n- `pages/inquiries-index__17.html` (page)\n- `pages/inquiries-index__18.html` (page)\n- `pages/inquiries-index__19.html` (page)\n- `pages/inquiries-index__20.html` (page)\n- `pages/inquiries-index__21.html` (page)\n- `pages/inquiries-index__22.html` (page)\n- `pages/media-releases-index.html` (page)\n- `pages/media-releases-index__23.html` (page)\n- `pages/media-releases-index__24.html` (page)\n- `pages/media-releases-index__25.html` (page)\n- `pages/reviews-index.html` (page)\n- `other-pdfs/AGL-20ESC-20Life-20Support-20Reform-20Submission_Redacted.pages.jsonl` (pdf_pages)\n- `other-pdfs/AMA-20Life-20support-20submission_Redacted.pages.jsonl` (pdf_pages)\n- `other-pdfs/Appendix-20A--20Better-20protections-20for-20life-20support-20customers-20in-20V.pages.jsonl` (pdf_pages)\n- `other-pdfs/Better-20Protections-20for-20Life-20Support-20Customers-20in-20Victoria-20--20Dr.pages.jsonl` (pdf_pages)\n- `other-pdfs/Consultation-20paper-20-20Better-20protections-20for-20life-20support-20customer.pages.jsonl` (pdf_pages)\n- `reviews/079ab266-c594-4b50-ba50-8abaaef85834.pages.jsonl` (pdf_pages)\n- `reviews/139d9c6e-6aad-4e09-bfab-7c5e2dacb623.pages.jsonl` (pdf_pages)\n- `reviews/1593a55e-fa65-44bf-a852-d05c8f080300.pages.jsonl` (pdf_pages)\n- `reviews/1cf08d60-6a1e-4ffe-bb37-d553e3d219c8.pages.jsonl` (pdf_pages)\n- `reviews/47dd95c3-41f8-455a-bd13-bc77902a97bb.pages.jsonl` (pdf_pages)\n- `reviews/7ff61f79-c0c7-4253-a2b0-c39c4148e6e4.pages.jsonl` (pdf_pages)\n- `reviews/817c3579-6fcb-4aff-aaad-b408b186b705.pages.jsonl` (pdf_pages)\n- `reviews/b4d920d8-c154-4fb8-8ea8-3212c3a58a65.pages.jsonl` (pdf_pages)\n- `reviews/b9441501-b7a4-4e88-8104-32ad6d2860f7.pages.jsonl` (pdf_pages)\n- `reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pages.jsonl` (pdf_pages)\n- `reviews/e5b2e7a4-77a6-4ac5-80d2-381fbe440fad.pages.jsonl` (pdf_pages)\n- `reviews/Energy-Hardship-Inquiry-Final-Report-February-2016-1.pages.jsonl` (pdf_pages)\n- `reviews/Q4-20ConsumerExperiencesEnergyMarketReforms-2022062021-20-281-29.pages.jsonl` (pdf_pages)\n- `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Operating-20costs-20an.pages.jsonl` (pdf_pages)\n- `reviews/RPT-20--20Frontier-20Economics-20--20Final-20Report-20--20Wholesale-20electricit.pages.jsonl` (pdf_pages)\n- `strategies/6db6ba90-e6ba-4adc-b6df-973e2dd4f29c.pages.jsonl` (pdf_pages)\n- `strategies/assessing-the-competitiveness-and-efficiency-of-the-victorian-energy-market-fram.pages.jsonl` (pdf_pages)\n- `strategies/Honeycomb-20--20-20Energy-20Market-20Insights-20July-202021-2019.07.21.pages.jsonl` (pdf_pages)\n- `strategies/North-20East-20Water-27s-20NCCs-20Guidelines-20and-20Negotiation-20Framework-202.pages.jsonl` (pdf_pages)\n- `strategies/payment-difficulty-framework-review-our-approach-20210902.pages.jsonl` (pdf_pages)\n- `strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pages.jsonl` (pdf_pages)\n- `strategies/RPT-20--20PDF-20implementation-20review-20--20Findings-20report-20exec-20sum-20-.pages.jsonl` (pdf_pages)",
  "global_initiatives_md": null,
  "strategy": {
    "reporting_period": "2024-25",
    "corporate_plan_period": "2025-26",
    "vision": null,
    "vision_source_page": null,
    "purposes": null,
    "purposes_source_page": null,
    "how_we_deliver": null,
    "how_we_deliver_source_page": null,
    "government_priorities": [],
    "outcomes": [],
    "values": [],
    "values_framework_name": null,
    "kpi_targets_2025_26": [],
    "kpi_results_2024_25": [],
    "_source_urls": {
      "annual_report_url": "https://www.esc.vic.gov.au/sites/default/files/documents/Essential%20Services%20Commission%20Annual%20Report%202023-24.pdf",
      "corporate_plan_url": ""
    }
  },
  "ideas": [
    {
      "entity_id": "S-VIC-060",
      "entity_name": "Essential Services Commission",
      "folder_name": "Essential-Services-Commission",
      "category": "Regulation & Policy",
      "scale": "small",
      "title": "Regulatory burden scan for forms, guidance, and reporting",
      "idea": "Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.",
      "quote": "17 December 2019\nAssessing the competitiveness and efficiency of the Victorian energy retail market: Framework and approach\n(pdf, 771.3 KB)\n17 December 2019\nKeeping watch: How to tell if the energy retail market is delivering for Victorian consumers\n(pdf, 1.2 MB)\nKey facts about our framework and approach\nWe looked for competition in the market that delivered positive long-term outcomes for Victorian consumers\nPrevious reviews have found that despite the number of energy companies operating in Victoria, the energy retail market is not highly competitive or efficient.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Regulated entities / policy teams",
      "source": "pages/inquiries-index__13.html (https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/electricity-and-gas-retail-markets-review-implementation-2018/assessing-energy-retail-markets-competitiveness-and-efficiency)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Regulatory capture",
        "Over-automation of judgement"
      ]
    },
    {
      "entity_id": "S-VIC-060",
      "entity_name": "Essential Services Commission",
      "folder_name": "Essential-Services-Commission",
      "category": "Regulation & Policy",
      "scale": "large",
      "title": "Adaptive regulation program with live feedback loops",
      "idea": "Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.",
      "quote": "17 December 2019\nAssessing the competitiveness and efficiency of the Victorian energy retail market: Framework and approach\n(pdf, 771.3 KB)\n17 December 2019\nKeeping watch: How to tell if the energy retail market is delivering for Victorian consumers\n(pdf, 1.2 MB)\nKey facts about our framework and approach\nWe looked for competition in the market that delivered positive long-term outcomes for Victorian consumers\nPrevious reviews have found that despite the number of energy companies operating in Victoria, the energy retail market is not highly competitive or efficient.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Regulated entities / policy teams",
      "source": "pages/inquiries-index__13.html (https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/electricity-and-gas-retail-markets-review-implementation-2018/assessing-energy-retail-markets-competitiveness-and-efficiency)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Regulatory capture",
        "Over-automation of judgement"
      ]
    },
    {
      "entity_id": "S-VIC-060",
      "entity_name": "Essential Services Commission",
      "folder_name": "Essential-Services-Commission",
      "category": "Citizen Services",
      "scale": "small",
      "title": "Plain-language service pages and proactive status updates",
      "idea": "Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.",
      "quote": "General issues related to COVID-19\n● Newly unemployed and financially distressed clients were unfamiliar with, reluctant to ask\nfor, payment supports available (e.g. hardship programs, concessions)\n● Higher energy bills due to COVID-19 lockdowns\n● Difficulties and delays reaching retailer call centres and ‘backlog’ of hardship customers; lack\nof relief and support while clients wait for a call back from the hardship team\n● Digital channels provided to customers as an alternative to COVID-19 impacted call centres\nwere not adequate (even for those able to use them)\n● Some distressed households did not engage until crisis point, making it more difficult to\nachieve positive outcomes\n● Some community agencies were unable meet demand for support during COVID-19; others\ncould service newly unemployed and financially distressed clients due to temporarily\ndecreased demand from regular clients (e.",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / service users",
      "source": "reviews/Q4-20ConsumerExperiencesEnergyMarketReforms-2022062021-20-281-29.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Q4%20ConsumerExperiencesEnergyMarketReforms%2022062021%20%281%29.pdf)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "S-VIC-060",
      "entity_name": "Essential Services Commission",
      "folder_name": "Essential-Services-Commission",
      "category": "Citizen Services",
      "scale": "large",
      "title": "Single front door for life-event based services",
      "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.",
      "quote": "General issues related to COVID-19\n● Newly unemployed and financially distressed clients were unfamiliar with, reluctant to ask\nfor, payment supports available (e.g. hardship programs, concessions)\n● Higher energy bills due to COVID-19 lockdowns\n● Difficulties and delays reaching retailer call centres and ‘backlog’ of hardship customers; lack\nof relief and support while clients wait for a call back from the hardship team\n● Digital channels provided to customers as an alternative to COVID-19 impacted call centres\nwere not adequate (even for those able to use them)\n● Some distressed households did not engage until crisis point, making it more difficult to\nachieve positive outcomes\n● Some community agencies were unable meet demand for support during COVID-19; others\ncould service newly unemployed and financially distressed clients due to temporarily\ndecreased demand from regular clients (e.",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / service users",
      "source": "reviews/Q4-20ConsumerExperiencesEnergyMarketReforms-2022062021-20-281-29.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/Q4%20ConsumerExperiencesEnergyMarketReforms%2022062021%20%281%29.pdf)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "S-VIC-060",
      "entity_name": "Essential Services Commission",
      "folder_name": "Essential-Services-Commission",
      "category": "Risk & Assurance",
      "scale": "small",
      "title": "Recommendation tracker for audits, reviews, and inquiries",
      "idea": "Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.",
      "quote": "The amount of ‘energy at risk’ is a measure of the\nextent of potential congestion at each network asset, and as such it is what influences\nthe timing of network augmentations and the amount of expected unserved energy.44\nAs we explain in chapter 3, ‘energy at risk’ is the amount of energy that won’t be\ndelivered if critical equipment fails at the zone substation (section 3.6.1).",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / assurance teams",
      "source": "reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Regulatory capture",
        "Over-automation of judgement"
      ]
    },
    {
      "entity_id": "S-VIC-060",
      "entity_name": "Essential Services Commission",
      "folder_name": "Essential-Services-Commission",
      "category": "Risk & Assurance",
      "scale": "large",
      "title": "Integrated assurance and lessons-learned system",
      "idea": "Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.",
      "quote": "The amount of ‘energy at risk’ is a measure of the\nextent of potential congestion at each network asset, and as such it is what influences\nthe timing of network augmentations and the amount of expected unserved energy.44\nAs we explain in chapter 3, ‘energy at risk’ is the amount of energy that won’t be\ndelivered if critical equipment fails at the zone substation (section 3.6.1).",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / assurance teams",
      "source": "reviews/distributed-generation-inquiry-stage-2-final-report-network-value.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/distributed-generation-inquiry-stage-2-final-report-network-value.pdf)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Regulatory capture",
        "Over-automation of judgement"
      ]
    },
    {
      "entity_id": "S-VIC-060",
      "entity_name": "Essential Services Commission",
      "folder_name": "Essential-Services-Commission",
      "category": "Citizen Participation",
      "scale": "small",
      "title": "Consultation feedback summaries with response tracking",
      "idea": "Summarise consultation submissions by theme and publish what changed in response.",
      "quote": "7 November 2019\nCatherine Waddams Price - Assessing the Competitiveness and Efficiency of the Victorian Energy Retail Market\n(pdf, 203.98 KB)\n7 November 2019\nDeloitte - Economic Views on Assessing the Competitiveness and Efficiency of the Victorian Retail Energy Market\n(pdf, 2.42 MB)\n7 November 2019\nDanny Price, Frontier Economics - Essential Services Commission Energy Retail Competitiveness and Effectiveness\n(pdf, 216.59 KB)\n2018 consultation presentations\n8 May 2018\nPresentation: Retail market review reference price methodology – Consultation paper feedback session\nThis presentation was delivered at a feedback session on submissions to our reference price methodology development, held by the commission at 50 Lonsdale Street, Melbourne, 4 May 2018.\n(pdf, 1011.74 KB)\n6 April 2018\nRetail market review implementation: technical workshop slides\n(pdf, 1.67 MB)",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / stakeholders / policy teams",
      "source": "pages/inquiries-index__13.html (https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/electricity-and-gas-retail-markets-review-implementation-2018/assessing-energy-retail-markets-competitiveness-and-efficiency)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "S-VIC-060",
      "entity_name": "Essential Services Commission",
      "folder_name": "Essential-Services-Commission",
      "category": "Citizen Participation",
      "scale": "large",
      "title": "Always-on policy participation platform",
      "idea": "Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.",
      "quote": "7 November 2019\nCatherine Waddams Price - Assessing the Competitiveness and Efficiency of the Victorian Energy Retail Market\n(pdf, 203.98 KB)\n7 November 2019\nDeloitte - Economic Views on Assessing the Competitiveness and Efficiency of the Victorian Retail Energy Market\n(pdf, 2.42 MB)\n7 November 2019\nDanny Price, Frontier Economics - Essential Services Commission Energy Retail Competitiveness and Effectiveness\n(pdf, 216.59 KB)\n2018 consultation presentations\n8 May 2018\nPresentation: Retail market review reference price methodology – Consultation paper feedback session\nThis presentation was delivered at a feedback session on submissions to our reference price methodology development, held by the commission at 50 Lonsdale Street, Melbourne, 4 May 2018.\n(pdf, 1011.74 KB)\n6 April 2018\nRetail market review implementation: technical workshop slides\n(pdf, 1.67 MB)",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Citizens / stakeholders / policy teams",
      "source": "pages/inquiries-index__13.html (https://www.esc.vic.gov.au/electricity-and-gas/inquiries-studies-and-reviews/electricity-and-gas-retail-markets-review-implementation-2018/assessing-energy-retail-markets-competitiveness-and-efficiency)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability",
        "Digital exclusion",
        "Low public trust if feedback is not acted on"
      ]
    },
    {
      "entity_id": "S-VIC-060",
      "entity_name": "Essential Services Commission",
      "folder_name": "Essential-Services-Commission",
      "category": "Data & Performance",
      "scale": "small",
      "title": "KPI evidence register with named owners",
      "idea": "Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.",
      "quote": "[Page 5]\nContents\nPreface ii\nStructure of this report ii\nData and figures presented in the report iii\nContents 4\nExecutive summary 6\nOur review of the effectiveness of the framework’s implementation 6\nVictoria’s energy payment difficulty framework: At a glance 9\nPositive and improved customer outcomes 9\nExamples of variable customer outcomes across retailers 10\nSummary of our key findings 13\nImproving the operation of the framework 19\nNext steps 19\nIntroduction 20\nThe payment difficulty framework 21\nUnderstanding consumers’ experience of vulnerability 24\nOur approach 27\nPurpose of our review 27\nOur review process 28\nHow we assessed the framework’s implementation against its objectives 30\nCommon themes across the framework 31\nCustomer outcomes are variable across retailers 31\nCustomer awareness of their entitlements is critical for success 32",
      "impact": "High",
      "effort": "Low",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / Parliament / public",
      "source": "strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)",
      "implementation": [
        "Pick one high-volume process or document family.",
        "Name an owner and baseline current volume, time, cost, and satisfaction.",
        "Run a 4-8 week pilot with clear before/after metrics.",
        "Publish lessons and decide whether to scale."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability"
      ]
    },
    {
      "entity_id": "S-VIC-060",
      "entity_name": "Essential Services Commission",
      "folder_name": "Essential-Services-Commission",
      "category": "Data & Performance",
      "scale": "large",
      "title": "Outcome dashboard linking budget, delivery, and public impact",
      "idea": "Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.",
      "quote": "[Page 5]\nContents\nPreface ii\nStructure of this report ii\nData and figures presented in the report iii\nContents 4\nExecutive summary 6\nOur review of the effectiveness of the framework’s implementation 6\nVictoria’s energy payment difficulty framework: At a glance 9\nPositive and improved customer outcomes 9\nExamples of variable customer outcomes across retailers 10\nSummary of our key findings 13\nImproving the operation of the framework 19\nNext steps 19\nIntroduction 20\nThe payment difficulty framework 21\nUnderstanding consumers’ experience of vulnerability 24\nOur approach 27\nPurpose of our review 27\nOur review process 28\nHow we assessed the framework’s implementation against its objectives 30\nCommon themes across the framework 31\nCustomer outcomes are variable across retailers 31\nCustomer awareness of their entitlements is critical for success 32",
      "impact": "Very High",
      "effort": "High",
      "proof": "Evidence-backed",
      "beneficiaries": "Executives / Parliament / public",
      "source": "strategies/RPT-20--20Payment-20Difficulty-20Framework-20implementation-20review-20--20Findi.pdf (https://www.esc.vic.gov.au/sites/default/files/documents/RPT%20-%20Payment%20Difficulty%20Framework%20implementation%20review%20-%20Findings%20report%20-%20FINAL%20-%2020220531.pdf)",
      "implementation": [
        "Create a senior responsible owner and cross-functional delivery team.",
        "Map legislation, data, privacy, procurement, cyber, and workforce constraints.",
        "Co-design with users and frontline staff before technology selection.",
        "Stage delivery through pilots, benefits tracking, and public reporting."
      ],
      "risks": [
        "Privacy and data quality",
        "Change fatigue",
        "Unclear accountability"
      ]
    },
    {
      "entity_id": "S-VIC-060",
      "entity_name": "Essential Services Commission",
      "folder_name": "Essential-Services-Commission",
      "category": "Procurement & Delivery",
      "scale": "small",
      "title": "Procurement lessons library for repeat purchases",
      "idea": "Capture reusable procurement clauses, market lessons, supplier performance notes, and common evaluation criteria.",
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