{ "entity_id": "S-ACT-029", "folder": "Independent-Competition-and-Regulatory-Commission", "name": "Independent Competition and Regulatory Commission", "type": "Independent Statutory Authority", "jurisdiction": "ACT", "portfolio": "", "website": "https://www.icrc.act.gov.au/", "data_status": "rich", "completeness": { "has_strategy_brief": true, "has_strategy_structured": true, "has_vision": false, "has_kpi_targets": true, "has_kpi_results": true, "has_strategy_overview": true, "has_legislation_text": true, "has_legislation_structured": false, "has_global_initiatives_text": false, "has_ideas": true, "has_artifacts": true, "n_ideas": 12, "n_legislation": 0, "n_artifacts": 16, "n_kpi_targets": 4, "n_kpi_results": 4, "n_outcomes": 3, "verified_own_data": true }, "strategy_profile": { "status": "published", "confidence": "high", "summary": "To monitor and publicly report on the performance of utilities operating in the ACT, promoting transparency and accountability, and protecting the long-term interests of customers by providing clear information on how utilities are meeting their obligations and where improvements are needed. [AR p.3]", "official_site_url": "https://www.icrc.act.gov.au/", "source_documents": [ { "type": "annual_report", "title": "Monitoring Report on the 2024-25 Utility Licence Annual Report", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "period": "2024-25", "confidence": "high" }, { "type": "annual_report", "title": "Monitoring Report on the 2023-24 Utility Licence Annual Report", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2816801/ICRC-Utility-Licence-Annual-Report-2023-24.pdf", "period": "2023-24", "confidence": "high" }, { "type": "annual_report", "title": "Monitoring Report on the 2022-23 Utility Licence Annual Report", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2429738/ULAR-2022-23-final.pdf", "period": "2022-23", "confidence": "high" }, { "type": "annual_report", "title": "Monitoring Report on the 2021-22 Utility Licence Annual Report", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2204388/2021-22-Utility-Licence-Annual-Report-ULAR.pdf", "period": "2021-22", "confidence": "high" }, { "type": "annual_report", "title": "Monitoring Report on the 2020-2021 Utility Licence Annual Report", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf", "period": "2020-21", "confidence": "high" }, { "type": "strategie", "title": "Compliance and Enforcement Strategy", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0005/2622380/Compliance-and-enforcement-Strategy.pdf", "period": null, "confidence": "medium" }, { "type": "strategie", "title": "Feedback submission from ActewAGL", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/2622382/ActewAGL-Letter-to-ICRC-regarding-Compliance-and-Enforcement-Strategy-06112024_Redacted.pdf", "period": "2024", "confidence": "medium" }, { "type": "strategie", "title": "Feedback submission from Evoenergy", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2622384/ICRC-Compliance-and-Enforcement-Strategy-Feedback-Submission_Redacted.pdf", "period": null, "confidence": "medium" }, { "type": "strategie", "title": "Draft Compliance and Enforcement Strategy", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2594771/Draft-ICRC-Compliance-and-Enforcement-Strategy.pdf", "period": null, "confidence": "medium" } ], "purpose": { "text": "To monitor and publicly report on the performance of utilities operating in the ACT, promoting transparency and accountability, and protecting the long-term interests of customers by providing clear information on how utilities are meeting their obligations and where improvements are needed. [AR p.3]", "source_url": "", "source_page": 3, "source_deep_url": "" }, "vision": null, "strategic_priorities": [ { "title": "Regulating and advising government about pricing and other matters for monopoly, near-monopoly and ministerially declare", "description": "Regulating and advising government about pricing and other matters for monopoly, near-monopoly and ministerially declared regulated industries.", "source_url": "", "source_page": null, "source_deep_url": "" }, { "title": "Providing advice on competitive neutrality complaints and government-regulated activities.", "description": "Providing advice on competitive neutrality complaints and government-regulated activities.", "source_url": "", "source_page": null, "source_deep_url": "" }, { "title": "Arbitrating infrastructure access disputes under the ICRC Act.", "description": "Arbitrating infrastructure access disputes under the ICRC Act.", "source_url": "", "source_page": null, "source_deep_url": "" }, { "title": "Managing the utility licence framework in the ACT, including the licensing determination process, monitoring licensees’ ", "description": "Managing the utility licence framework in the ACT, including the licensing determination process, monitoring licensees’ compliance with their legislative and licence obligations and determination of utility industry codes.", "source_url": "", "source_page": null, "source_deep_url": "" } ], "values": [ { "name": "Independence", "description": "", "source_url": "", "source_page": null }, { "name": "Transparency", "description": "", "source_url": "", "source_page": null }, { "name": "Accountability", "description": "", "source_url": "", "source_page": null }, { "name": "Customer protection", "description": "", "source_url": "", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Water supply and sewerage services", "description": "Ensuring reliable water supply and sewerage services to residential and non-residential customers in the ACT, meeting Guaranteed Service Levels (GSLs), and managing interruptions and complaints effectively.", "activities": [ "Monitoring compliance with GSLs", "Managing interruptions and complaints", "Ensuring water supply and sewerage services reliability" ], "source_url": "", "source_page": 4, "source_deep_url": "" }, { "name": "Outcome 2: Electricity services", "description": "Providing reliable electricity distribution and connection services, meeting Guaranteed Service Levels (GSLs), managing interruptions and complaints, and ensuring compliance with licence obligations.", "activities": [ "Monitoring compliance with GSLs", "Managing interruptions and complaints", "Ensuring electricity services reliability" ], "source_url": "", "source_page": 11, "source_deep_url": "" }, { "name": "Outcome 3: Gas services", "description": "Providing reliable gas transmission and distribution services, meeting Guaranteed Service Levels (GSLs), managing interruptions and complaints, and ensuring compliance with licence obligations.", "activities": [ "Monitoring compliance with GSLs", "Managing interruptions and complaints", "Ensuring gas services reliability" ], "source_url": "", "source_page": 16, "source_deep_url": "" } ], "performance_measures": [ { "code": "CCE01", "measure": "Guaranteed Service Levels compliance", "target": "Stability or improvement", "latest_result": "Partially achieved", "status": "Partially achieved", "target_source_url": "", "target_source_page": null, "result_source_url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "result_source_page": null }, { "code": "CCE02", "measure": "Billing accuracy", "target": "Stability or improvement", "latest_result": "Partially achieved", "status": "Partially achieved", "target_source_url": "", "target_source_page": null, "result_source_url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "result_source_page": null }, { "code": "CCE03", "measure": "Outage management", "target": "Stability or improvement", "latest_result": "Partially achieved", "status": "Partially achieved", "target_source_url": "", "target_source_page": null, "result_source_url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "result_source_page": null }, { "code": "CCE04", "measure": "Customer satisfaction", "target": "Stability or improvement", "latest_result": "Partially achieved", "status": "Partially achieved", "target_source_url": "", "target_source_page": null, "result_source_url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "result_source_page": null } ], "document_alignment_terms": { "must_support": [ "To monitor and publicly report on the performance of utilities operating in the ACT, promoting transparency and accountability, and protecting the long-term interests of customers ", "Regulating and advising government about pricing and other matters for monopoly, near-monopoly and ministerially declared regulated industries.", "Providing advice on competitive neutrality complaints and government-regulated activities.", "Arbitrating infrastructure access disputes under the ICRC Act.", "Managing the utility licence framework in the ACT, including the licensing determination process, monitoring licensees’ compliance with their legislative and licence obligations and determination of utility industry codes." ], "watch_terms": [ "Guaranteed Service Levels compliance", "Billing accuracy", "Outage management", "Customer satisfaction" ], "avoid_claiming_without_evidence": [] }, "review_note": "" }, "strategy_brief_md": "# Independent Competition and Regulatory Commission — Strategy Brief\n\n**Reporting period**: 2024-25\n**Corporate plan in force**: 2025-26\n**Annual Report**: [2024-25](https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf)\n\n## Our purpose / purposes\n\n> To monitor and publicly report on the performance of utilities operating in the ACT, promoting transparency and accountability, and protecting the long-term interests of customers by providing clear information on how utilities are meeting their obligations and where improvements are needed. [AR p.3](https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf#page=3) [CP p.3]\n\n## How we deliver\n\n> Through the Utility Licence Annual Report (ULAR), we assess trends across multiple years to identify systemic issues that may affect customers or prevent a utility from meeting its licence obligations. Where issues are identified, we engage with utilities to promote improvements. [AR p.3](https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf#page=3) [CP p.3]\n\n## Government priorities for this department\n\n- Regulating and advising government about pricing and other matters for monopoly, near-monopoly and ministerially declared regulated industries.\n- Providing advice on competitive neutrality complaints and government-regulated activities.\n- Arbitrating infrastructure access disputes under the ICRC Act.\n- Managing the utility licence framework in the ACT, including the licensing determination process, monitoring licensees’ compliance with their legislative and licence obligations and determination of utility industry codes.\n\n## Outcomes\n\n### Outcome 1: Water supply and sewerage services\nEnsuring reliable water supply and sewerage services to residential and non-residential customers in the ACT, meeting Guaranteed Service Levels (GSLs), and managing interruptions and complaints effectively. [CP p.4]\n\n**Key activities:**\n- Monitoring compliance with GSLs\n- Managing interruptions and complaints\n- Ensuring water supply and sewerage services reliability\n\n### Outcome 2: Electricity services\nProviding reliable electricity distribution and connection services, meeting Guaranteed Service Levels (GSLs), managing interruptions and complaints, and ensuring compliance with licence obligations. [CP p.11]\n\n**Key activities:**\n- Monitoring compliance with GSLs\n- Managing interruptions and complaints\n- Ensuring electricity services reliability\n\n### Outcome 3: Gas services\nProviding reliable gas transmission and distribution services, meeting Guaranteed Service Levels (GSLs), managing interruptions and complaints, and ensuring compliance with licence obligations. [CP p.16]\n\n**Key activities:**\n- Monitoring compliance with GSLs\n- Managing interruptions and complaints\n- Ensuring gas services reliability\n\n## Values and principles\n\n_None_\n\n- Independence\n- Transparency\n- Accountability\n- Customer protection\n\n## What they will measure themselves on this year (targets from 2025-26 corporate plan)\n\n| Code | Measure | Target | Source |\n|---|---|---|---|\n| CCE01 | Guaranteed Service Levels compliance | Stability or improvement | |\n| CCE02 | Billing accuracy | Stability or improvement | |\n| CCE03 | Outage management | Stability or improvement | |\n| CCE04 | Customer satisfaction | Stability or improvement | |\n\n## How they performed last year (results from 2024-25 annual report)\n\n| Code | Measure | Result | Status | Source |\n|---|---|---|---|---|\n| CCE01 | Guaranteed Service Levels compliance | Partially achieved | Partially achieved | |\n| CCE02 | Billing accuracy | Partially achieved | Partially achieved | |\n| CCE03 | Outage management | Partially achieved | Partially achieved | |\n| CCE04 | Customer satisfaction | Partially achieved | Partially achieved | |", "strategy_overview_evidence_md": null, "internal_strategy_evidence_md": "# Independent Competition and Regulatory Commission - Strategy, Performance, and Operating Profile\n\n**Generated at**: 2026-05-09T23:04:45.984892+00:00\n**Entity ID**: S-ACT-029\n**Entity type**: Independent Statutory Authority\n**Jurisdiction**: ACT\n**Portfolio**: \n**Website**: https://www.icrc.act.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| annual-reports | 5 |\n| other-pdfs | 5 |\n| pages | 16 |\n| reviews | 2 |\n| strategies | 4 |\n\n## Executive Readout\n\n### Purpose\n\n- [Page 11]\nContents\nForeword iii\nExecutive Summary iv\nContents xi\n1 Introduction 1\n1.1 Purpose of this report 1\n1.2 Commercial-in-confidence information 2\n1.3 Accuracy of data 3\n1.4 Utilities licensed in the ACT 3\n1.5 Key features of the ACT 5\n2 Utility services—main features 9\n2.1 Electricity transmission 9\n2.2 Electricity distribution 9\n6.1 Electricity supply 11\n6.2 Gas transmission 14\n6.3 Gas distribution 14\n6.4 Gas retail 16\n6.5 Water and sewerage services 18\n7 Utility compliance 21\n7.1 Statutory compliance framework 21\n7.2 Approach taken to compliance assessment 22\n7.3 Material breaches 22\n7.4 Assessment of licensee compliance by other ACT regulators 23\n7.5 Part 7 of the Utilities Act—network operations 25\n7.6 Ring fencing guidelines and compliance 25\n8 Financial outcomes 27\n8.1 Electricity retailers: revenue levels and customer charges 27\n8.\n Source: `other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)`\n- [Page 13]\nForeword iii\nExecutive Summary v\nUtility services—main features v\nUtility compliance vii\nFinancial outcomes vii\nTechnical regulation–network reliability, serviceability\nand maintenance vii\nCustomer service viii\nCustomer safety net arrangements viii\nEnvironmental Performance ix\n1 Introduction 1\n1.1 Purpose of this report 1\n1.2 Commercial-in-confidence information 2\n1.3 Accuracy of data 2\n1.4 Utilities licensed in the ACT 3\n1.5 Key features of the ACT 5\n2 Utility services—main features 9\n2.1 Electricity transmission 9\n2.2 Electricity distribution 9\n2.3 Electricity Supply 11\n2.4 Gas transmission 14\n2.5 Gas distribution 14\n2.6 Gas retail 16\n2.7 Water and sewerage services 17\n3 Utility compliance 20\n3.1 Statutory compliance framework 20\n3.2 Approach taken to compliance assessment 20\n3.3 Material breaches 21\n3.4 Assessment of licensee compliance by other ACT regulators 21\n3.\n Source: `other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)`\n- 5.2 Objectives of technical regulation\nSection 64 of the Utilities Act sets out the following purpose of technical codes:\n• protecting the integrity of a utility network;\n• protecting health and safety of workers and others;\n• ensuring proper connection of premises to a network;\n• ensuring design and performance features to protect public and private\nproperty, and the environment;\n• ensuring design and performance features in equipment used to connect a\npremises to a network;\n• ensuring emergency planning by a utility; and\n10 Environment and Sustainable Development Directorate, 2012.\n Source: `other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)`\n- Origin Energy 37\nAppendix A - Regulatory framework 38\nAppendix B - Guaranteed Service Levels and rebates 41\nAppendix C - Abbreviations and acronyms 43\nList of Figures\nFigure 1.1 Licensed utilities operating in the ACT during 2020-21 9\nFigure 1.2 Purpose of annual compliance monitoring 11\nFigure 7.1 Assessment criteria 32\nFigure 7.2 Assessment rating scale 33\nList of Tables\nTable 2-1 Water supply – planned interruptions, 2016–17 to 2020–21 12\nTable 2-2 Water supply – GSLs and rebates for 2020-21 14\nTable 2-3 Water supply complaints from 2016-17 to 2020-21 15\nTable 2-4 Total number of sewerage service complaints 2016-17 to 2020-21 16\nTable 3-1 Electricity distribution – planned interruptions, 2016–17 to 2020–21 19\nTable 3-2 Electricity distribution – unplanned interruptions, 2016–17 to 2020–21 20\nTable 3-3 Electricity distribution – GSLs not met and rebates paid 21\n Source: `annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)`\n\n### Role and Functions\n\n- 1\n1.1 Background to this investigation 1\n1.2 The Commission’s role and powers 1\n1.3 Terms of Reference 2\n1.4 Purpose of this report 2\n1.5 The Commission’s investigation process 2\n1.6 Structure of progress report 3\n2 Overview of the Australian petrol market 5\n2.1 Australian retail fuel markets 6\n2.2 Cost composition of retail petrol prices 11\n2.3 Many factors influence fuel retailer costs and margins 16\n2.4 Why the retail price of petrol varies over time 20\n2.5 Availability of price information and price monitoring 23\n3 The retail petrol market in the ACT and surrounding regions 27\n3.1 Key characteristics of ACT retail petrol market 27\n3.2 Comparison with regions in proximity to the ACT 32\n4 Petrol prices in the ACT 39\n4.1 Data and method of analysis 40\n4.2 Changes in daily average retail petrol prices in Canberra 41\n4.3 Are petrol prices higher in the ACT?\n Source: `reviews/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/1399885/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-the-ACT.pdf)`\n- It also\nprotects the rights of consumers under the Act, and advises ministers with portfolio\nresponsibilities under the Act and the Commission about systemic problems in relation\nto the operation the Utilities Act and other matters that come to its attention in the\ncourse of exercising its functions under Part 12.\n Source: `other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)`\n- Our role and objectives 1\n1.1 Our objectives 1\n1.2 Our compliance and enforcement roles 1\nOur compliance role 1\nOur enforcement role 2\n1.3 Compliance and enforcement options pyramid 2\n1.4 Compliance and enforcement pathways 3\nCriminal remedies 3\nCivil remedies 3\nLicensing remedies 4\nInformal remedies 4\n1.5 Compliance and enforcement factors 4\nConduct in issue 4\nReporting and remediation 4\nCompliance culture and history 5\nCooperation: 5\nStrategic significance 5\n1.6 Procedural fairness 5\n1.7 Information gathering 5\nICRC | Error!\n Source: `strategies/Compliance-and-enforcement-Strategy.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0005/2622380/Compliance-and-enforcement-Strategy.pdf)`\n- We have responsibilities with respect\nto the Utilities Act 2000, Electricity-Feed in (Renewable Energy Premium) Act 2008, the National Energy\nRetail Law (ACT) Act 2012, Electricity (National Scheme) Act 1997, National Gas (ACT) Act 2008 and Climate\nChange and Greenhouse Gas Reduction Act 2010.\n Source: `strategies/Compliance-and-enforcement-Strategy.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0005/2622380/Compliance-and-enforcement-Strategy.pdf)`\n- <>>>\n Source: `pages/inquiries-index__08.html (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/1399885/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-the-ACT.pdf)`\n- <>>>\n Source: `pages/inquiries-index__08.html (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/1399885/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-the-ACT.pdf)`\n\n### Strategic Priorities\n\n- Origin Energy 37\nAppendix A - Regulatory framework 38\nAppendix B - Guaranteed Service Levels and rebates 41\nAppendix C - Abbreviations and acronyms 43\nList of Figures\nFigure 1.1 Licensed utilities operating in the ACT during 2020-21 9\nFigure 1.2 Purpose of annual compliance monitoring 11\nFigure 7.1 Assessment criteria 32\nFigure 7.2 Assessment rating scale 33\nList of Tables\nTable 2-1 Water supply – planned interruptions, 2016–17 to 2020–21 12\nTable 2-2 Water supply – GSLs and rebates for 2020-21 14\nTable 2-3 Water supply complaints from 2016-17 to 2020-21 15\nTable 2-4 Total number of sewerage service complaints 2016-17 to 2020-21 16\nTable 3-1 Electricity distribution – planned interruptions, 2016–17 to 2020–21 19\nTable 3-2 Electricity distribution – unplanned interruptions, 2016–17 to 2020–21 20\nTable 3-3 Electricity distribution – GSLs not met and rebates paid 21\n Source: `annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)`\n- Our annual performance reporting 2\n1.1 Our framework 2\n1.2 How we monitor performance and compliance 3\n1.3 The purpose and scope of this report 3\n2.\n Source: `annual-reports/2021-22.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2204388/2021-22-Utility-Licence-Annual-Report-ULAR.pdf)`\n- Purpose of annual compliance monitoring 4\nFigure 2.1 Number of water supply complaints 2021–22 to 2022–23 8\nFigure 2.2 Number of sewerage service complaints 2018–19 to 2022–23 10\nFigure 2.3 Number of customers accessing the Staying Connected Program 2020–21 to 2022–23 11\nFigure 2.4 Water volumes 2018-19 to 2022–23 (ML) 12\nFigure 2.5 Annual water distribution loss 2018–19 to 2022–23 (ML) 13\nFigure 2.6 Capital contribution charge 2019–20 to 2022–23 ($) 14\nFigure 4.1 Volume of gas distributed (TJ) 23\nFigure 6.1 Total of gas transferred (TJ) 26\nICRC | Monitoring Report: Utility Licence Annual Report 2022-23 viii\n Source: `annual-reports/2022-23.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2429738/ULAR-2022-23-final.pdf)`\n- ActewAGL said\nthat it has provided refresher training to staff and reviewed and updated its internal procedures.\n—————\n15 This figure includes $1,980 relating to 11 rebates of GSL-E1 (connection times) that were paid to the affected customers in\nquarter 2 of 2023-24.\n Source: `annual-reports/2022-23.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2429738/ULAR-2022-23-final.pdf)`\n- Annual performance reporting 2\n1.1 Our framework 2\n1.2 How we monitor performance and compliance 3\n1.3 The purpose and scope of this report 3\n2.\n Source: `annual-reports/2023-24.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2816801/ICRC-Utility-Licence-Annual-Report-2023-24.pdf)`\n- Purpose of annual compliance monitoring 4\nFigure 2.1 Water supply complaints, 2021–22 to 2023–24 8\nFigure 2.2 Sewerage service complaints, 2019-20 to 2023–24 9\nFigure 2.3 Number of customers accessing the Staying Connected Program, 2020–21 to 2023-24 11\nFigure 2.4 Capital contribution charge, 2019–20 to 2023–24 ($) 12\nFigure 2.5 Water volumes, 2019-20 to 2023-24 (ML) 12\nFigure 2.6 Per capita water volumes, 2019-20 to 2023-24 (KL) 13\nFigure 2.7 Annual water distribution loss, 2019–20 to 2023–24 (ML) 14\nFigure 3.1 Electricity distribution, 2019–20 to 2023–24 (MW) 17\nFigure 3.2 Household average electricity consumption, 2019–20 to 2023–24 (KW) 18\nFigure 4.1 Volumes of gas distributed and transmitted, 2019–20 to 2023–24 (TJ) 25\nFigure 6.1 Market share for NERL retailers, 2019-20 to 2023-24 31\n Source: `annual-reports/2023-24.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2816801/ICRC-Utility-Licence-Annual-Report-2023-24.pdf)`\n- Annual performance reporting 2\n1.1 Our regulatory framework 2\n1.2 Monitoring performance and compliance 3\n1.3 The purpose and scope of this report 3\n2.\n Source: `annual-reports/2024-25.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf)`\n- Table 2.4 Water supply complaints by category, 2021-22 to 2024-25\nComplaint categories 2021-22 2022-23 2023-24 2024- Change Change\n25 (%)\nMetering/meter reading 6,581 4,268 1,705 1,336 ▼369 ▼21.6\nAccounts / billing 3,689 5,362 3,574 7,940 ▲4366 ▲122.2\nOther retail complaints 2,552 2,031 1,283 27 ▼1256 ▼97.9\nWater supply quality 40 135 178 48 ▼130 ▼73\nProperty damage and restoration of 33 60 100 77 ▼23 ▼23\nproperty\nOther network complaints 80 38 69 109 ▲40 ▲58\nUnplanned interruptions 2 7 10 12 ▲2 ▲20\nWater supply reliability 1 7 0 0 0 0\nFailure to provide notice 9 1 15 16 ▲1 ▲6.7\nTotal 12,987 11,909 6,934 9,565 ▲2631 ▲37.9\nNotes: Other complaints include complaints such as customer service, water services quality and pressure, liquid trade\nwaste and poor service from staff. 'Change' indicates changes in 2024-25 compared to 2023-24.\n Source: `annual-reports/2024-25.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf)`\n- 1\n1.1 Background to this investigation 1\n1.2 The Commission’s role and powers 1\n1.3 Terms of Reference 2\n1.4 Purpose of this report 2\n1.5 The Commission’s investigation process 2\n1.6 Structure of progress report 3\n2 Overview of the Australian petrol market 5\n2.1 Australian retail fuel markets 6\n2.2 Cost composition of retail petrol prices 11\n2.3 Many factors influence fuel retailer costs and margins 16\n2.4 Why the retail price of petrol varies over time 20\n2.5 Availability of price information and price monitoring 23\n3 The retail petrol market in the ACT and surrounding regions 27\n3.1 Key characteristics of ACT retail petrol market 27\n3.2 Comparison with regions in proximity to the ACT 32\n4 Petrol prices in the ACT 39\n4.1 Data and method of analysis 40\n4.2 Changes in daily average retail petrol prices in Canberra 41\n4.3 Are petrol prices higher in the ACT?\n Source: `reviews/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/1399885/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-the-ACT.pdf)`\n- However, total emissions per\nhead of population have tended to fall since 2005–06, with levels reducing from 8.6 tonnes per\nhead in that year to 8.3 tonnes in 2009–10.\n The estimated volume of greenhouse gases emitted as a result of electricity consumption over\nthe five years to 2009–10 has remained about 2.9 million tonnes of carbon dioxide equivalent\nannually; the level in 2009–10 was 2.962 million tonnes.\n The estimated volume of greenhouse gases emitted as a result of natural gas consumption in the\nACT in 2009–10 was 467,008 tonnes of carbon dioxide equivalent, a slight decrease on the\n2008–09 level of 469,310 tonnes.\n In 2009–10, environmental flows released by ACTEW from water storages represented just\nover 10% of the total water supplied in the ACT.\n Source: `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)`\n\n## KPIs, Targets, and Where They Are At\n\n- However, total emissions per\nhead of population have tended to fall since 2005–06, with levels reducing from 8.6 tonnes per\nhead in that year to 8.3 tonnes in 2009–10.\n The estimated volume of greenhouse gases emitted as a result of electricity consumption over\nthe five years to 2009–10 has remained about 2.9 million tonnes of carbon dioxide equivalent\nannually; the level in 2009–10 was 2.962 million tonnes.\n The estimated volume of greenhouse gases emitted as a result of natural gas consumption in the\nACT in 2009–10 was 467,008 tonnes of carbon dioxide equivalent, a slight decrease on the\n2008–09 level of 469,310 tonnes.\n In 2009–10, environmental flows released by ACTEW from water storages represented just\nover 10% of the total water supplied in the ACT.\n Source: `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)`\n- 15 16 Note that the\nemissions factor may not be consistent with the emission intensity coefficients published by the\nIndependent Pricing and Regulatory Tribunal and notified by the Commission, as the regulator of\nthe ACT Greenhouse Gas Abatement Scheme, as key factors for the scheme.17\nTable 9.2 provides details of the levels of greenhouse emissions in the ACT and shows that the\nestimated volume of greenhouse gases emitted as a result of electricity consumption over the five\nyears to 2009–10 has ranged between 3.06 million and 3.15 million tonnes of carbon dioxide\nequivalent, with the latter being the level in 2009–10.\n Source: `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)`\n- As shown in Table 9.3, the estimated volume of greenhouse gases emitted as a result of natural gas\nconsumption in the ACT in 2009–10 was 467,008 tonnes of carbon dioxide equivalent, a slight\ndecrease on the 2008–09 level of 469,310 tonnes.\n Source: `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)`\n- Environmental performance\n• In 2010–11, ActewAGL Distribution’s electricity network losses were 4.7% of\ntotal network inputs, up slightly on the previous year’s level of 4.64%.\n• The estimated volume of greenhouse gases emitted as a result of electricity\nconsumption in 2010–11 was 2,743,945 carbon dioxide equivalent t CO -e,\n2\nrepresenting an increase of 0.9%.\n Source: `other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)`\n- [Page 9]\n• The estimated volume of greenhouse gases emitted as a result of natural gas\nconsumption in the ACT in 2010–11 was 391,285 t CO -e, an increase on the\n2\n2009–10 level of 362,496 tonnes.\n• In 2010–11 122,461 MWh of GreenPower was sold in the ACT an increase of\n0.9% on the previous year.\n• In 2010–11 total ACT greenhouse gas emissions from electricity and natural gas\nconsumption was almost 3.14 million tonnes of carbon dioxide equivalent\n(t CO -e), representing an increase of 1.75% since the last period.\n Source: `other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)`\n- [Page 83]\nNSW and ACT electricity consumption as supplied by the Department of Climate\nChange and Energy Efficiency.12\nTable 8.2 provides details of the levels of greenhouse emissions in the ACT for both\n2009–10 and 2010–11 and shows that the estimated volume of greenhouse gases\nemitted as a result of electricity consumption.\n Source: `other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)`\n- As shown in Table 8.3, the estimated volume of greenhouse gases emitted as a result of\nnatural gas consumption in the ACT in 2010–11 was 391,285 tonnes, an increase of\n7.9% on 2009–10 levels.\n Source: `other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)`\n- During 2011–12, SAIFI was 0.82,\nan improvement of 21 per cent over the previous year’s level, and 32 per cent better\nthan the target level of 1.2.\n Source: `other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)`\n- SAIDI reduced by 23.6\nminutes during 2011–12 compared to the previous year, to a value of 78.4 minutes\ncompared to the minimum reliability target of 91 minutes.\n Source: `other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)`\n- Table 2-1 Water supply – planned interruptions, 2016–17 to 2020–21\nMeasure 2016–17 2017–18 2018–19 2019–20 2020-21 Change\nNumber of planned interruptions 7,760 6,698 7,854 8,533 8,856 ▲ 323\nto water services network\nNumber of premises not given at 0 0 0 0 13 ▲ 13\nleast two business days’ notice of\na planned interruption to the\nwater supply network (GSL-W3)\nFailure to give customers at least two business days’ notice of a planned\ninterruption\nIcon Water reported an incident in which 13 premises were impacted by a planned interruption, but Icon\nWater did not give at least 2 days’ written notice to the affected customers.\n Source: `annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)`\n- Table 3-1 Electricity distribution – planned interruptions, 2016–17 to 2020–21\nMeasure 2016–17 2017–18 2018–19 2019–20 2020-21 Change\nNumber of planned interruptions to 1,186 1,245 1,186 1,093 1,263 ▲ 170\nthe electricity distribution network\nNumber of premises not given at least 564 451 316 54 678 ▲ 624\nfour business days’ notice of a planned\ninterruption to the electricity\ndistribution network (GSL-E4)\nNote: Evoenergy has advised that there were errors in previously reported figures for the number of premises not given at least 4\nbusiness days’ notice of a planned interruption.\n Source: `annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)`\n- Table 3-2 Electricity distribution – unplanned interruptions, 2016–17 to 2020–21\nMeasure 2016–17 2017–18 2018–19 2019–20 2020-21\nNumber of premises affected by an unplanned 92 395 128 614 349\ninterruption to the electricity distribution network\nthat lasted for more than 12 hours (GSL-E5)\nNumber of customers experiencing a cumulative\ntotal of unplanned sustained interruptions\nequalling or exceeding (GSL-E6):15\nn/a n/a n/a n/a 129\nLevel 1 – 20 hours\n49\nLevel 2 – 30 hours\n8\nLevel 3 – 60 hours\nNumber of customers experiencing more than 9 n/a n/a n/a n/a 0\nunplanned sustained interruptions in a financial\nyear (GSL-E7)\nSustained unplanned interruption event\nEvoenergy reports that from 30 November 2020 there was a sustained unplanned interruption due to an\nequipment failure, which affected 15 premises.\n Source: `annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)`\n- [Page 42]\nAppendix B - Guaranteed Service Levels\nand rebates\nMeasure Threshold Amount\nGSL-E1 Connection not provided by required date $60 per day\n(maximum\nCustomer connection\n$300)\ntimes\nWhere customer is wrongfully disconnected\nGSL-E2 $100\nWrongful disconnection\nUpon receiving a complaint, utility does not:\nGSL-E3 $20\n1.\n Source: `annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)`\n- Measure Threshold Amount\nGSL-W1 Connection not provided, or flow restrictors not removed, by required $60 per day\nCustomer connection and date (maximum\n$300)\nremoval of flow restrictors\nGSL-W2 Upon receiving a complaint, utility does not: $20\nResponding to complaints (a) Acknowledge the complaint immediately or as soon as practicable;\nand\n(b) Provide a response addressing the matters in the complaint within 20\nbusiness days\nGSL-W3 Two business days’ notice not given $50\nNotice of planned\ninterruption\nGSL-W4 An unplanned interruption lasts for 12 hours or longer $80\nDuration of interruption\n(single event)\nGSL-W5 Customer experiences more than 9 unplanned interruptions in a financial $80\nFrequency of unplanned year\ninterruptions\nGSL-W6 Utility fails to respond: $60 per day\n(maximum\nResponse time to a fault, (a) If the notification relates to damage to, or a fault or problem with the\n Source: `annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)`\n\n## Key Metrics\n\n| Values found | Evidence | Source |\n|---|---|---|\n| $416\nmillion, $233 million, $183 million, 416\nmillion, 233 million, 183 million | Of the total revenue of $416\nmillion raised by electricity retailers during the year, non-residential customers accounted for\n$233 million, or 56%, with residential customers accounting for the remaining $183 million.\n In 2009–10, five licensed retailers supplied gas in the ACT. | `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)` |\n| $128.3\nmillion, 128.3\nmillion | Total revenue raised was $128.3\nmillion, with small customers consuming less than 1 TJ per year, accounting for just under\nICRC Licensed utilities compliance and performance report 2009–10 — 3 | `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)` |\n| $87.4 million, $105 million, 87.4 million, 105 million | Revenue from customers on standard contracts accounted\nfor $87.4 million, or 68% of the total.\n In 2009–10, ACTEW’s sewerage services revenue increased to over $105 million, an increase\nof 8% on 2008–09. | `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)` |\n| $49.55 million, $59.60 million, $75.12 million, $88.97 million, 49.55 million, 59.60 million | The following main points emerge from the data:\n• For the residential sector, revenue from charges increased from $49.55 million in 2008–09 to\n$59.60 million in 2009–10, continuing the trend of rising charges, energy deliveries and\naverage charges for the sector.\n For the non-residential sector, revenue from charges also rose; from $75.12 million in 2008–09\nto $88.97 million in 2009–10. | `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)` |\n| $387 million, $416 million, 387 million, 416 million | The following key points emerge from the data:\n• Total revenue from all customers rose by 7.5% in 2009–10 from $387 million to just under\n$416 million, revenue from the non-residential sector rose by 7.7%, and revenue from the\nresidential sector rose by 7.2%.\n• Total customer numbers rose by 2.3% during 2009–10, with residential customers rising by\n2.4% and non-residential rising by 1.0%.\n The average charge per unit of power to all customers ro | `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)` |\n| $105 million, 105 million | [Page 57]\n4.5.2 Sewerage services\nTable 4.8 shows that in 2009–10 ACTEW Corporation’s sewerage services revenue increased to\nover $105 million. | `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)` |\n| $440 million, $243 million, $197 million, 440 million, 243 million, 197 million | Of the total\nrevenue of almost $440 million raised by electricity retailers during the year, non-\nresidential customers accounted for $243 million, or 55%, with residential\ncustomers accounting for the remaining $197 million, or 45%.\n• All utilities had increased revenue in 2010–11, with the exception of water\nservices, which experienced a decrease.\n• In 2010–11, five of the nine licensed retailers supplied gas in the ACT. | `other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)` |\n| $114 million, 114 million | [Page 6]\n• In 2010–11, ACTEW’s sewerage services revenue increased to almost\n$114 million, an increase of 8% on 2009–10. | `other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)` |\n| $432.6 million, 432.6 million | In 2010–11 total revenue rose by 4.0% to $432.6 million,\nand the average charge to residential customers and non-residential customers rose by\n3.6% and 0.1%, respectively. | `other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)` |\n| $439.6 million, $242.4 million, $260.1 million, $147.6 million, $31.9 million | Some key features from this table are:\n• of the total $439.6 million in revenue raised by electricity suppliers during the\nyear, non-residential customers accounted for $242.4 million, or 55%\n• of the total $439.6 million, small size customers accounted for $260.1 million\n(59%), medium sized customers $147.6 million (34%) and large customers the\nremaining $31.9 million (7%). | `other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)` |\n| $158.7 million, $39.3 million, $119.4 million, 158.7 million, 39.3 million, 25 per cent | In 2011–12, total revenue raised by gas retailers amounted to $158.7 million, with non-\nresidential customers accounting for $39.3 million (25 per cent) and residential\ncustomers accounting for the remaining $119.4 million (75 per cent). | `other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)` |\n| $113 million, 113 million, 22 per cent | In 2011–12, ACTEW’s water services revenue increased to almost $113 million, an\nincrease of 22 per cent on 2010–11. | `other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)` |\n| $125 million, 10 per cent, 125 million | [pages 9,10,11,12,13]\nenced an increase in\nrevenue of 10 per cent on the previous year’s figures, to approximately $125 million. | `other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)` |\n| $460\nmillion, 4.7 per cent, 460\nmillion, 7.7 per cent, 0.9 per cent | In 2011–12 total revenue increased by 4.7 per cent to $460\nmillion, with a 7.7 per cent increase in non-residential revenue and a slight increase of\n0.9 per cent in residential revenue. | `other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)` |\n| $460 million, $220 million, $240 million, $261.1 million, $198.9 million, $266.1 million | Of the total\n$460 million in revenue raised by electricity suppliers during the year:\n• customers on standard contracts accounted for $220 million (47.8 per cent) and\ncustomers on negotiated contracts accounted for $240 million (52.2 per cent);\n• non-residential customers accounted for $261.1 million (56.8 per cent) and\nresidential customers accounted for $198.9 million (43.2 per cent), and\n• small size customers accounted for $266.1 million (58 | `other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)` |\n| $1,980 | ActewAGL said\nthat it has provided refresher training to staff and reviewed and updated its internal procedures.\n—————\n15 This figure includes $1,980 relating to 11 rebates of GSL-E1 (connection times) that were paid to the affected customers in\nquarter 2 of 2023-24. | `annual-reports/2022-23.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2429738/ULAR-2022-23-final.pdf)` |\n| $128.3 million, $108\nmillion, 128.3 million, 108\nmillion | Of the $128.3 million of total\nrevenue raised, customers consuming less than 1 TJ per year accounted for just under $108\nmillion, or 84% of the total. | `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)` |\n| $144.2 million, 144.2 million | The total revenue of ACT gas suppliers in\n2010–11 increased by 12.4% to $144.2 million. | `other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)` |\n| 2.9 million, 2.962 million | However, total emissions per\nhead of population have tended to fall since 2005–06, with levels reducing from 8.6 tonnes per\nhead in that year to 8.3 tonnes in 2009–10.\n The estimated volume of greenhouse gases emitted as a result of electricity consumption over\nthe five years to 2009–10 has remained about 2.9 million tonnes of carbon dioxide equivalent\nannually; the level in 2009–10 was 2.962 million tonnes.\n The estimated volume of greenhouse | `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)` |\n| 3.06 million, 3.15 million | 15 16 Note that the\nemissions factor may not be consistent with the emission intensity coefficients published by the\nIndependent Pricing and Regulatory Tribunal and notified by the Commission, as the regulator of\nthe ACT Greenhouse Gas Abatement Scheme, as key factors for the scheme.17\nTable 9.2 provides details of the levels of greenhouse emissions in the ACT and shows that the\nestimated volume of greenhouse gases emitted as a result of electric | `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)` |\n\n## Key Achievements\n\n- 1\n1.1 Background to this investigation 1\n1.2 The Commission’s role and powers 1\n1.3 Terms of Reference 2\n1.4 Purpose of this report 2\n1.5 The Commission’s investigation process 2\n1.6 Structure of progress report 3\n2 Overview of the Australian petrol market 5\n2.1 Australian retail fuel markets 6\n2.2 Cost composition of retail petrol prices 11\n2.3 Many factors influence fuel retailer costs and margins 16\n2.4 Why the retail price of petrol varies over time 20\n2.5 Availability of price information and price monitoring 23\n3 The retail petrol market in the ACT and surrounding regions 27\n3.1 Key characteristics of ACT retail petrol market 27\n3.2 Comparison with regions in proximity to the ACT 32\n4 Petrol prices in the ACT 39\n4.1 Data and method of analysis 40\n4.2 Changes in daily average retail petrol prices in Canberra 41\n4.3 Are petrol prices higher in the ACT?\n Source: `reviews/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/1399885/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-the-ACT.pdf)`\n- Figure 2.1 highlights that in 2009–10, energy delivered to residential connections exceeded the\namount delivered in 2005–06 while the growth in enegy delivered to the non-residential sector\ncontracted.\n Source: `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)`\n- Sewerage services – unplanned interruptions, 2017–18 to 2021–22\nMeasure 2017-18 2018-19 2019-20 2020-21 2021-22 Change\nNumber of unplanned interruptions to 1,809 2,433 2,843 1,797 1,188 ▼ 609\nsewerage services\nNumber of premises not restored to 0 0 0 0 16 ▲ 16\nsewerage services within 12 hours\n—————\n10 During this reporting year, Icon Water implemented a new data system for recording water supply interruptions.\n Source: `annual-reports/2021-22.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2204388/2021-22-Utility-Licence-Annual-Report-ULAR.pdf)`\n- Table 2.3 Water supply – planned interruptions, 2019–20 to 2023–24\nMeasure 2019-20 2020-21 2021-22 2022-23 2023-24 Change\nNumber of planned interruptions to 8,533 8,856 7,559 11,4966 8,253 ▼3,243\nwater supply\nNumber of premises not given 2 0 13 0 686 133 ▼553\nbusiness days’ notice\nNotes: 'Change' indicates changes in 2023-24 compared to 2022-23.\n—————\n5 During this reporting year, Icon Water implemented a new data system for recording water supply interruptions.\n Source: `annual-reports/2023-24.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2816801/ICRC-Utility-Licence-Annual-Report-2023-24.pdf)`\n- [pages 15,16,17]\n019-20 2020-21 2021-22 2022-23 2023-24 Change\nNumber of planned interruptions to 8,533 8,856 7,559 11,4966 8,253 ▼3,243\nwater supply\nNumber of premises not given 2 0 13 0 686 133 ▼553\nbusiness days’ notice\nNotes: 'Change' indicates changes in 2023-24 compared to 2022-23.\n—————\n5 During this reporting year, Icon Water implemented a new data system for recording water supply interruptions.\n Source: `annual-reports/2023-24.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2816801/ICRC-Utility-Licence-Annual-Report-2023-24.pdf)`\n- While participation numbers\ndecreased slightly over the year and hardship participation is below national averages, the numbers\nhighlight that some members of our community are doing it tough.\n• Icon Water supported 566 customers.\n• Retailer hardship participation included: ActewAGL (3,844), Origin (756), Red Energy (419).\n—————\n1 This is discussed at 2.2.1\n2 This is discussed at 4.2.2\n3 This increase related to a change in the way complaints were recorded and is discussed at 2.3\n4 This is discussed at 4.1\niv\n Source: `annual-reports/2024-25.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf)`\n- Skip to content\nIndependent Competition and Regulatory Commission\nFOI\nPublic Interest Disclosures\nLegislation\nAbout us\nSubmissions\nContact us\nHome\nProjects\nCompleted Projects\nICRC Compliance and Enforcement Strategy\nICRC Compliance and Enforcement Strategy\nDraft Report\n22 October 2024\nSubmissions Close\n12 November 2024\nFinal Determination\n9 December 2024\nFinal: Compliance and Enforcement Strategy\nOn 22 October 2024, the commission released its draft compliance and enforcement strategy for stakeholder feedback and in response it received three submissions.\n Source: `pages/strategies-index__06.html (https://www.icrc.act.gov.au/projects/completed-projects/icrc-compliance-and-enforcement-strategy)`\n- Electricity—distribution and supply\n During 2009–10, ActewAGL’s distribution network delivered electricity to nearly 164,900\nmetered supply points, of which 149,197 were to residential customers and 15,703 were\nnon-residential customers.\n During the year, 2,908 GWh of electricity were delivered, with 1,713 GWh delivered to\nnon-residential customers and 1,195 GWh to residential customers.\n At 30 June 2010, ActewAGL’s distribution network consisted of 4,845 km of power lines,\nwith both overhead and underground lines about equal in length.\n The ACT electricity retail market comprises mainly residential customers; just over 143,187\nat the end of June 2010, accounting for 91% of total customer numbers, but only for 41% of\ntotal sales.\n Average annual electricity consumption by residential customers has remained at about\n8.3 MWh per customer.\n Source: `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)`\n- Water and sewerage services\n ACTEW Corporation delivered 45,118 ML of water to 146,232 ACT premises and\nproperties and 3,716 ML to Queanbeyan (bulk water) in 2009–10.\n Source: `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)`\n- During 2009–10, ActewAGL Distribution’s network delivered electricity to\n164,900 metered supply points, of which 149,197 were to residential customers and 15,703 to non-\nresidential customers.3 During the year, 2,908 GWh of electricity was delivered, with 1,713 GWh\nto non-residential customers and 1,195 GWh to residential customers (see Table 2.1).\n Source: `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)`\n- Table 2.1 ActewAGL Distribution’s network, metered supply point numbers and energy delivered, 2009–10\nBy type of customer By supply voltage\nNon- Sub- High\nItem Total Residential residential transmission voltage Low voltage\nNumber of metered supply\npoints (at end June 2010) 164,900 149,197 15,703 0 23 164,877\nEnergy delivered (GWh) 2,908 1,195 1,713 0 389 2,519\nSource: ActewAGL Distribution’s 2009–10 annual report to ICRC.\n Source: `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)`\n- [Page 26]\nTable 2.2 ActewAGL Distribution’s network, metered supply points and energy delivered,\n2005–06 to 2009–10\nItem 2005–06 2006–07 2007–08 2008–09 2009–10\nNumber of metered supply\npoints (end June)\nResidential 140,849 142,410 143,281 144,929 149,197\nNon-residential 13,661 13,949 15,174 16,132 15,703\nTotal supply points 154,510 156,359 158,455 161,061 164,900\nEnergy delivered (GWh)\nResidential 1,180 1,148 1,150 1,176 1,195\nNon-residential 1,593 1,651 1,681 1,703 1,713\nTotal energy delivered 2,773 2,799 2,831 2,879 2,908\nEnergy delivered as\nproportion (%)\nResidential 42.6 41.0 40.6 40.8 41.1\nNon-residential 57.4 59.0 59.4 59.2 58.9\nTotal 100 100 100 100 100\nSource: ActewAGL Distribution reports to the ICRC.\n Source: `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)`\n\n## Key Issues, Risks, and Recommendations\n\n- Icon Water advised that the ability to perform\ncustomer meter reading was impacted in quarter two of 2021-22 by resourcing constraints and meter\nreading schedule delays arising from COVID-19 impacts and ongoing wet weather.14\nComplaints about property damage and restoration of property fell significantly from 77 in 2020-21 to 33 in\n2021-22 (down by 57%).\n Source: `annual-reports/2021-22.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2204388/2021-22-Utility-Licence-Annual-Report-ULAR.pdf)`\n- Non hardship complaints\nIn its annual report, the Tribunal highlighted a 300 per cent increase in complaints\nconcerning TRUenergy over the 2011–12 financial year.\n“This increase was due to a widespread systemic issue affecting TRUenergy’s billing\nsystem, exacerbated by the necessity to manually calculate solar feed-in credits and\nconsequent delays in billing.” (p.292)\nMore information on this matter is provided in section 3.4.5, where TRUenergy’s\nstatement of non-compliance for the 2011–12 year is summarised.\n Source: `other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)`\n- [pages 44,45,46]\nts\nIn its annual report, the Tribunal highlighted a 300 per cent increase in complaints\nconcerning TRUenergy over the 2011–12 financial year.\n“This increase was due to a widespread systemic issue affecting TRUenergy’s billing\nsystem, exacerbated by the necessity to manually calculate solar feed-in credits and\nconsequent delays in billing.” (p.292)\nMore information on this matter is provided in section 3.4.5, where TRUenergy’s\nstatement of non-compliance for the 2011–12 year is summarised.\n Source: `other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)`\n- Icon Water\nadvised that its ability to perform customer meter reading was impacted by resourcing constraints and\nmeter reading schedule delays arising from COVID-19 impacts and ongoing wet weather during quarter 2 of\n2021-22.\n Source: `annual-reports/2021-22.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2204388/2021-22-Utility-Licence-Annual-Report-ULAR.pdf)`\n- Technical regulation—network reliability, serviceability and\nmaintenance\nElectricity\n An audit of ActewAGL’s Distribution’s management of its nailed poles, conducted during\n2009–10, covered a total of 1,600 poles with eight recommendations being made.\n Source: `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)`\n- [pages 46,47,48,49,50]\ncluded:\n• the implementation of appropriate procedures and policies\n• staff training\n• maintenance of a ring fencing issues register\n• regular reporting of breaches, including of ring fencing obligations\n• legal advice on potential ring fencing issues.\n Source: `other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)`\n- Figure 1.2 Purpose of annual compliance monitoring\nPromote transparency, data integrity and accountability\nof licensed utilities\nReduce risks to customers and the community from a\nutility’s non-compliance with its licence obligations\nInform customers and the ACT community about the\nperformance of licensed utilities in the ACT\nEncourage and motivate utilities to improve\nperformance against obligations in their licence the\nUtilities Act and relevant industry codes\nICRC: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2020 -21 11\n Source: `annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)`\n- [Page 29]\nElectricity distribution\nWe considered Evoenergy’s arguments and supporting evidence and agreed with Evoenergy not paying\nrebates when the customer had rescheduled the works, and for late connections caused by the super-cell\nstorm.25\nHowever, Evoenergy did not provide sufficient evidence to demonstrate to the commission the extent that\nCOVID-19 related issues impacted the delays.\n Source: `annual-reports/2021-22.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2204388/2021-22-Utility-Licence-Annual-Report-ULAR.pdf)`\n- Only 3 unplanned interruptions lasted more than 12 hours and Icon Water reported that no\nconsumers experienced impacts from these extended interruptions.\n—————\n6 See section 2.2.2\n7 If the issue is likely to affect public health, or is causing, or has the potential to cause substantial damage or harm\nto a person or property, the utility must respond as soon as practicable or within six hours.\n Source: `annual-reports/2022-23.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2429738/ULAR-2022-23-final.pdf)`\n- [Page 4]\n• Water: Unplanned interruptions fell slightly (442, ▼10), but sewerage interruptions rose\nsignificantly (1,933, ▲579) due to dry soil conditions1.\n• Electricity: Long-duration outages decreased (316, ▼75), though cumulative outage durations\nincreased.\n• Gas: Unplanned interruptions rose to 30 (▲30), reflecting increased pressure related safety issues\ncaused by hot weather2.\n Source: `annual-reports/2024-25.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf)`\n- Water supply and sewerage services 4\n2.1 Guaranteed Service Levels 4\n2.2 Interruptions to services 5\n2.2.1 Unplanned interruptions 5\n2.2.2 Planned interruptions 5\n2.3 Complaints 6\n2.3.1 Sewerage service complaints 6\n2.3.2 Icon Water’s complaint handling procedure 7\n2.4 Hardship and customer support 7\n2.5 Licence and reporting obligations 8\n2.5.1 Material breach reporting 8\n2.5.2 Capital contribution charges 8\n2.5.3 Water volumes 8\n2.5.4 Water losses 9\n2.5.5 Emergency telephone service 10\n2.5.6 Other Issues 10\nvi\n Source: `annual-reports/2024-25.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf)`\n- Our role and objectives 1\n1.1 Our objectives 1\n1.2 Our compliance and enforcement roles 1\nOur compliance role 1\nOur enforcement role 2\n1.3 Compliance and enforcement options pyramid 2\n1.4 Compliance and enforcement pathways 3\nCriminal remedies 3\nCivil remedies 3\nLicensing remedies 4\nInformal remedies 4\n1.5 Compliance and enforcement factors 4\nConduct in issue 4\nReporting and remediation 4\nCompliance culture and history 5\nCooperation: 5\nStrategic significance 5\n1.6 Procedural fairness 5\n1.7 Information gathering 5\nICRC | Error!\n Source: `strategies/Compliance-and-enforcement-Strategy.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0005/2622380/Compliance-and-enforcement-Strategy.pdf)`\n- 1.5 Compliance and enforcement factors\nIn all sectors we regulate, the compliance or enforcement pathway that we may take in respect of a matter\ndepends on our assessment against the following compliance and enforcement factors:\nConduct in issue\n• the scope, nature, and extent of the conduct\n• the harm or risk of harm to consumers and their wellbeing\n• whether senior officers of the utility or employees were involved in corporate misconduct.\n Source: `strategies/Compliance-and-enforcement-Strategy.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0005/2622380/Compliance-and-enforcement-Strategy.pdf)`\n- [Page 13]\nUtility compliance\n Since the introduction of the Utilities Act in 2000, no material breaches have been notified.\n The Office of Fair Trading reported that its records did not show any complaints relating to\nthe marketing by utilities for 2009–10.\n The ACT Civil and Administrative Tribunal (ACAT) reported that while there were no\nindustry-wide compliance issues in 2009–10, although a number of minor issues had arisen\nin respect of particular utilities.\n ACAT reported that it experienced periods of difficulty in receiving timely responses from\nAGL Customer Advocacy.\n Source: `other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)`\n\n## Corporate Values and Operating Culture\n\n- Figure 1.2 Purpose of annual compliance monitoring\nPromote transparency, data integrity and accountability\nof licensed utilities\nReduce risks to customers and the community from a\nutility’s non-compliance with its licence obligations\nInform customers and the ACT community about the\nperformance of licensed utilities in the ACT\nEncourage and motivate utilities to improve\nperformance against obligations in their licence the\nUtilities Act and relevant industry codes\nICRC: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2020 -21 11\n Source: `annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)`\n- [Page 15]\nTable 2-2 Water supply – GSLs and rebates for 2020-21\nRef Subject of the service level Number of Number of Total value of\ntimes GSL was rebates paid9 rebates paid10\nnot met\nConnection not provided, or flow\nrestrictors not removed, by required\nGSL-1 date 0 0 $0\nComplaint not responded to within 20\nGSL-2 business days 8 8 $160\nTwo business days’ notice not given for\nGSL-3 a planned interruption 13 14 $700\nAn unplanned interruption lasts for 12\nGSL-4 hours or longer 12 150 $12,000\nCustomer experiences more than 9\nunplanned interruptions in a financial\nGSL-5 year 0 0 $0\nUtility fails to respond to a notification\nrelating to damage or fault or problem\nGSL-6 with the network within time11 261 332 $48,840\nTotal 294 504 $61,700\n2.2.1.\n Source: `annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)`\n- Evoenergy’s compliance with Guaranteed\nService Levels for electricity distribution\nDuring 2020-21, Evoenergy paid 1,227 rebates to consumers to a total value of $85,180.\n Source: `annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)`\n- Table 3-3 Electricity distribution – GSLs not met and rebates paid\nNumber\nNumber of of Number of\ntimes the GSL rebates rebates not Total value of\nRef Subject of service level was not met paid paid rebates paid\nConnection not provided by required\nGSL-E1 date 1906 1 1905 $60\nGSL-E2 Customer disconnected wrongfully 3 3 0 $300\nComplaint not responded to within 20\nGSL-E3 business days 6 6 0 $120\nSufficient notice of a planned\nGSL-E4 interruption to supply not provided 679 679 0 $33,950\nAn unplanned sustained interruption\nGSL-E5 lasts 12 hours or longer 349 349 0 $27,920\nTotal cumulative hours of unplanned\nsustained interruptions experienced by\na customer in a financial year is equal\nGSL-E6 to or exceeds 20 hours 186 186 0 $22,650\nCustomer experiences more than 9\nunplanned sustained interruptions in a\nGSL-E7 financial year 0 0 0 $0\nUtility fails to respond to a notification\n Source: `annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)`\n- The Code sets out:\n• the basic rights of customers, consumers and utilities with respect to access to and provision of utility\nservices\n• the general conduct of utilities (and their agents) in delivering utility services\n• circumstances in which a utility can interrupt, restrict or disconnect a utility service\n• provisions that a utility must give effect to in its customer contracts\n—————\n25 See https://www.icrc.act.gov.au/__data/assets/pdf_file/0019/1800064/Material-Breach-Guidance-Note-2021.pdf\nICRC: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2020 -21 38\n Source: `annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)`\n- Water supply – GSLs and rebates for 2020-21 and 2021-22\n2020-21 2021-22\nNumber of Number Total Number of Number Total\nGuaranteed service level times GSL of value of times GSL of value of\nwas not rebates rebates was not rebates rebates\nmet paid paid met paid paid\nGSL-1: Connection not provided, or 0 0 $0 0 0 $0\nflow restrictors not removed, by\nrequired date\nGSL-2: Complaint not responded to 8 8 $160 2 2 $40\nwithin 20 business days\nGSL-3: Two business days’ notice not 9 9 $400 0 0 $0\ngiven for a planned interruption\nGSL-4: An unplanned interruption lasts 19 19 $1,520 16 16 $1,280\nfor 12 hours or longer\nGSL-5: Customer experiences more 0 0 $0 0 0 $0\nthan 9 unplanned interruptions in a\nfinancial year\nGSL-6: Utility fails to respond to a 703 703 $64,200 527 527 $69,360\nnotification relating to damage or fault\nor problem with the network within\ntime13\nTotal 739 739 $66,280 543 543 $70,680\n2.\n Source: `annual-reports/2021-22.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2204388/2021-22-Utility-Licence-Annual-Report-ULAR.pdf)`\n- Electricity distribution – Number of GSLs not met and rebates paid\n2020-21 2021-22\nGuaranteed Service\nNumber Number Total Number of Number Total\nLevel\nof times of value of times GSL of rebates value of\nGSL was rebates rebates was not paid rebates\nnot met paid paid met paid\nGSL-E1: Connection not 1,906* 1 $60 891# 393 $117,180\nprovided by required\ndate\nGSL-E2: Customer 3 3 $300 5 5 $500\ndisconnected wrongfully\nGSL-E3: Complaint not 6 6 $120 2 2 $40\nresponded to within 20\nbusiness days\nGSL-E4: Sufficient notice 679 679 $33,950 101 101 $5,050\nof a planned interruption\nto supply not provided\nICRC | Monitoring Report: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2021-22 16\n Source: `annual-reports/2021-22.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2204388/2021-22-Utility-Licence-Annual-Report-ULAR.pdf)`\n- [Page 16]\n2 Water supply and sewerage services\nTable 2.1 Water supply – GSLs and rebates for 2020–21 to 2022–23\n2020–21 2021–22 2022–23\nGuaranteed Service Levels Number Number Number Number of Value of\nof GSLs of GSLs of GSLs rebates paid rebates paid\nnot met not met not met\nGSL-W1: Connection not provided by required 0 0 0 0 $0\ndate\nGSL-W2: Complaint not responded to within 20 8 2 3 3 $60\nbusiness days\nGSL-W3: Sufficient notice of a planned 9 0 686 86 $400\ninterruption to supply not provided\nGSL-W4: An unplanned sustained interrup�on 19 16 31 65 $5,200\nlasts 12 hours or longer\nGSL-W5: Customer experiences more than 9 0 0 1 0 $0\nunplanned interruptions in a financial year\nGSL-W6: Utility fails to respond to a notification 703 527 206 1,407 $175,680\nabout damage, problems or faults with the\nnetwork within time7\nTotal 739 545 927 1,483 $181,340\n2.\n Source: `annual-reports/2022-23.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2429738/ULAR-2022-23-final.pdf)`\n\n## Global Ideas and Case Study Inputs\n\n_No global-intelligence source text found yet. Run `CLAUDE/global-ideas-scraper.py ` to populate case-study sources._\n\n## Source Artifacts Used\n\n- `annual-reports/2020-21.pdf` - annual-reports - https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf\n- `annual-reports/2021-22.pdf` - annual-reports - https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2204388/2021-22-Utility-Licence-Annual-Report-ULAR.pdf\n- `annual-reports/2022-23.pdf` - annual-reports - https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2429738/ULAR-2022-23-final.pdf\n- `annual-reports/2023-24.pdf` - annual-reports - https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2816801/ICRC-Utility-Licence-Annual-Report-2023-24.pdf\n- `annual-reports/2024-25.pdf` - annual-reports - https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf\n- `strategies/Compliance-and-enforcement-Strategy.pdf` - strategies - https://www.icrc.act.gov.au/__data/assets/pdf_file/0005/2622380/Compliance-and-enforcement-Strategy.pdf\n- `strategies/Draft-ICRC-Compliance-and-Enforcement-Strategy.pdf` - strategies - https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2594771/Draft-ICRC-Compliance-and-Enforcement-Strategy.pdf\n- `strategies/ICRC-Compliance-and-Enforcement-Strategy-Feedback-Submission_Redacted.pdf` - strategies - https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2622384/ICRC-Compliance-and-Enforcement-Strategy-Feedback-Submission_Redacted.pdf\n- `strategies/ActewAGL-Letter-to-ICRC-regarding-Compliance-and-Enforcement-Strategy-06112024_R.pdf` - strategies - https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/2622382/ActewAGL-Letter-to-ICRC-regarding-Compliance-and-Enforcement-Strategy-06112024_Redacted.pdf\n- `reviews/Petrol-inquiry-draft-report-media-release.pdf` - reviews - https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1361073/Petrol-inquiry-draft-report-media-release.pdf\n- `reviews/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pdf` - reviews - https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/1399885/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-the-ACT.pdf\n- `pages/about.html` - pages - https://www.icrc.act.gov.au/about-us/freedom-of-information\n- `pages/annual-reports-index.html` - pages - https://www.icrc.act.gov.au/utilities-licensing/utility-licence-annual-reports\n- `pages/annual-reports-index__00.html` - pages - https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2816801/ICRC-Utility-Licence-Annual-Report-2023-24.pdf\n- `pages/annual-reports-index__01.html` - pages - https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2204388/2021-22-Utility-Licence-Annual-Report-ULAR.pdf\n- `pages/annual-reports-index__02.html` - pages - https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/2204391/Utility-licence-annual-report-2021-22-media-release.pdf\n- `pages/annual-reports-index__03.html` - pages - https://www.icrc.act.gov.au/__data/assets/pdf_file/0011/1750367/Media-release-Utility-licence-annual-report-2019-20.pdf\n- `pages/homepage.html` - pages - https://www.icrc.act.gov.au/\n- `pages/inquiries-index.html` - pages - https://www.icrc.act.gov.au/industry-references/petrol-price-inquiry\n- `pages/inquiries-index__07.html` - pages - https://www.icrc.act.gov.au/industry-references/petrol-price-inquiry\n- `pages/inquiries-index__08.html` - pages - https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/1399885/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-the-ACT.pdf\n- `pages/inquiries-index__09.html` - pages - https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1361073/Petrol-inquiry-draft-report-media-release.pdf\n- `pages/news-latest.html` - pages - https://www.icrc.act.gov.au/news\n- `pages/strategies-index.html` - pages - https://www.icrc.act.gov.au/utilities-licensing/utilities-regulatory-framework\n- `pages/strategies-index__04.html` - pages - https://www.icrc.act.gov.au/utilities-licensing/utilities-regulatory-framework\n- `pages/strategies-index__05.html` - pages - https://www.icrc.act.gov.au/utilities-licensing/national-energy-customer-framework\n- `pages/strategies-index__06.html` - pages - https://www.icrc.act.gov.au/projects/completed-projects/icrc-compliance-and-enforcement-strategy\n- `other-pdfs/ICRC-Disclosure-Guidelines.pdf` - other-pdfs - https://www.icrc.act.gov.au/__data/assets/pdf_file/0011/1866854/ICRC-Disclosure-Guidelines.pdf\n- `other-pdfs/Request-for-Access-under-the-FOI-Act.pdf` - other-pdfs - https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241653/Request-for-Access-under-the-FOI-Act.pdf\n- `other-pdfs/Report_10_of_2011_December_2011.pdf` - other-pdfs - https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf\n- `other-pdfs/Report_10_of_2012_November_2012.pdf` - other-pdfs - https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf\n- `other-pdfs/Report-7-of-2013-August-2013.pdf` - other-pdfs - https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf\n\n## Gaps To Fix\n\n- No corporate plan text source found.\n- No global comparison/case-study sources found.", "legislation_md": "# Independent Competition and Regulatory Commission - Acts and Legislation Discovery\n\n**Generated at**: 2026-05-09T21:48:36.329842+00:00\n**Entity ID**: S-ACT-029\n**Jurisdiction**: Australian Capital Territory\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: 32\n- Unique legislation references found: 59\n\n| Type | Count |\n|---|---:|\n| Act | 30 |\n| Code | 11 |\n| Determination | 16 |\n| Regulation | 2 |\n\n## Legislation References\n\n### Independent Competition and Regulatory Commission Act 1997\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 24\n**Register search**: https://www.legislation.act.gov.au/search?query=Independent+Competition+and+Regulatory+Commission+Act+1997\n\n**Sources**:\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n- `other-pdfs/ICRC-Disclosure-Guidelines.pages.jsonl`\n- `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- `other-pdfs/Report_10_of_2011_December_2011.pages.jsonl`\n- `other-pdfs/Report_10_of_2012_November_2012.pages.jsonl`\n- `reviews/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pages.jsonl`\n\n**Evidence contexts**:\n- t forget to select the\ngraphic mask, right click and\nselect “Bring to front” to mask\nthe photo in the circle.\nThis reminder box will also\nbe hidden.\n\n[page 2]\nThe Independent Competition and Regulatory Commission is a Territory Authority established under the\nIndependent Competition and Regulatory Commission Act 1997 (the ICRC Act). We are constituted under\nthe ICRC Act by one or more standing commissioners and any associated commissioners appointed for\nparticular purposes. Commissioners are statutory appointments. Joe Dimasi is the current Senior\nCommissioner who constit\n Source: `annual-reports/2020-21.pages.jsonl`\n- al Report\nPART A\nICRC: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2020 -21 8\n\n[page 10]\n1. Our annual performance reporting\nWe are the economic regulator for the Australian Capital Territory under the Independent Competition and\nRegulatory Commission Act 1997 (ICRC Act). One of our functions is to monitor and report publicly on the\nperformance of the utilities operating in the ACT.\nFigure 1.1 Licensed utilities operating in the ACT during 2020-21\nEvoenergy Evoenergy\nIcon Water Transgrid EAPL\nElectricity Gas\nElectr\n Source: `annual-reports/2020-21.pages.jsonl`\n- c mask, right click and\nselect “Bring to front” to mask\nthe photo in the circle.\nReport 1 of 2023, April 2023\nThis reminder box will also\nbe hidden.\n\n[page 2]\nThe Independent Competition and Regulatory Commission is a Territory Authority established under the\nIndependent Competition and Regulatory Commission Act 1997 (the ICRC Act). We are constituted under\nthe ICRC Act by one or more standing commissioners and any associated commissioners appointed for\nparticular purposes. Commissioners are statutory appointments. Joe Dimasi is the current Senior\nCommissioner who constit\n Source: `annual-reports/2021-22.pages.jsonl`\n- l Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2021-22 1\n\n[page 13]\nOur annual performance reporting\n1. Our annual performance reporting\nWe are the Australian Capital Territory’s (ACT) independent economic regulator under the Independent\nCompetition and Regulatory Commission Act 1997. One of our responsibilities is to monitor and report\npublicly on the performance of the utilities operating in the ACT.\nFigure 1.1. Licensed utilities operating in the ACT during 2021-22\nEvoenergy Evoenergy\nIcon Water Transgrid EAPL\nElectricity Gas\nElectrici\n Source: `annual-reports/2021-22.pages.jsonl`\n- t forget to select the\ngraphic mask, right click and\nselect “Bring to front” to mask\nthe photo in the circle.\nThis reminder box will also\nbe hidden.\n\n[page 2]\nThe Independent Competition and Regulatory Commission is a Territory Authority established under the\nIndependent Competition and Regulatory Commission Act 1997 (the ICRC Act). We are constituted under\nthe ICRC Act by one or more standing commissioners and any associated commissioners appointed for\nparticular purposes. Commissioners are statutory appointments. Joe Dimasi is the current Senior\nCommissioner who constit\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Renewable Energy Premium) Act 2008\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 15\n**Register search**: https://www.legislation.act.gov.au/search?query=Renewable+Energy+Premium%29+Act+2008\n\n**Sources**:\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n- `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- `other-pdfs/Report_10_of_2011_December_2011.pages.jsonl`\n- `other-pdfs/Report_10_of_2012_November_2012.pages.jsonl`\n- `strategies/Compliance-and-enforcement-Strategy.pages.jsonl`\n- `strategies/Draft-ICRC-Compliance-and-Enforcement-Strategy.pages.jsonl`\n\n**Evidence contexts**:\n- rther, during our review of Evoenergy’s ULAR report, we\nreviewed all the breaches reported by Evoenergy and did not find a material breach.\n3.4.3 Feed-in Tariff scheme\nEvoenergy did not report any compliance breaches with operation of the Electricity Feed-in (Renewable\nEnergy Premium) Act 2008 during 2021-22. Evoenergy received 2 complaints relating to the administration\nof the scheme. Evoenergy reported that it investigated the complaints and established that it was not in\nbreach of the Feed-in Tariff Act.\n3.4.4 Emergency telephone service\nEvoener\n Source: `annual-reports/2021-22.pages.jsonl`\n- d not\nreceive any self-reported material breaches. Also, during our review of Evoenergy’s ULAR report, we did\nnot find any material breach.\n3.4.3 Feed-in Tariff scheme\nEvoenergy did not report any compliance breaches with operation of the Electricity Feed-in (Renewable\nEnergy Premium) Act 2008 during 2021-22 and received no complaints relating to the scheme.\n3.4.4 Emergency telephone service\nEvoenergy’s utility licence requires it to have a 24-hour emergency telephone service that is staffed and\naccessible to the public every day of the year and ca\n Source: `annual-reports/2022-23.pages.jsonl`\n- nd National Energy Retail Law (NERL) Retailer Compliance Report 2023–24 20\n\n[page 29]\nElectricity transmission, distribution and connection\n3.1.7 Feed in Tariff scheme\nEvoenergy did not report any compliance breaches with operation of the Electricity Feed-in (Renewable\nEnergy Premium) Act 2008 during 2023-24 and received no complaints relating to the scheme.\n3.1.8 Emergency telephone service\nEvoenergy’s utility licence requires it to have a 24-hour emergency telephone service that is staffed and\naccessible to the public every day of the year and ca\n Source: `annual-reports/2023-24.pages.jsonl`\n- 335 199 73 164 ▲91 100.0\nNotes: 'Change' indicates changes in 2024-25 compared to 2023-24.\n3.1.6 Material breach and other obligations\nNo material breaches or noncompliance were reported in 2024-25. Evoenergy met its obligations under the\nElectricity Feed-in (Renewable Energy Premium) Act 2008 and recorded no complaints under the scheme.\nIts 24-hour emergency telephone service operated without interruption throughout the year and continues\nto promote the service through a variety of channels including its website, text messages, direct\ncorresponden\n Source: `annual-reports/2024-25.pages.jsonl`\n- r the\nGreenhouse Gas Abatement Scheme ceased.\n1.1.3 Reporting under the Electricity Feed-in Scheme\nThe Electricity Feed-in Scheme for feed-in electricity from renewable energy\ngenerators to the electricity network is established under the Electricity Feed-in\n(Renewable Energy Premium) Act 2008. The Scheme commenced on 1 March 2009.\nThe Electricity Feed-in Code is an industry code determined by the Commission under\nPart 4 of the Utilities Act. The Code sets out practices and standards for the operation\nof the Scheme.\n1.2 Commercial-in-confidence inf\n Source: `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n\n### Consumer Protection Code 2020\n\n**Type**: Code\n**Confidence**: high\n**Mentions**: 12\n**Register search**: https://www.legislation.act.gov.au/search?query=Consumer+Protection+Code+2020\n\n**Sources**:\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- is a\nsystemic problem that is negatively affecting customers or could prevent a utility from meeting its licence\nobligations. We proactively engage with utilities when issues are identified and encourage utilities to take\naction to improve their performance.\nConsumer Protection Code 2020\nIn December 2019, we made a new Consumer Protection Code, that updated and strengthened consumer\nprotections. On 1 July 2020, the new Code took effect. This is first time we have published a monitoring\nreport since then. The 2020 code sets out new guaranteed\n Source: `annual-reports/2020-21.pages.jsonl`\n- ting to the administration of the scheme.\n—————\n20 Utilities are required to give 7 days’ notice to the ACT Heritage Council, if in its network operations it has affected,\nor may have affected, a place or object of heritage significance.\n21 Clause 10.2 of the Consumer Protection Code 2020\nICRC: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2020 -21 25\n\n[page 27]\n4. Gas distribution\n4.1. Interruptions\nPlanned interruptions were lower\nIn 2020-21, Evoenergy reported planned interruptions wer\n Source: `annual-reports/2020-21.pages.jsonl`\n- omplaints effectively\n• comply with the guaranteed service levels that apply to them (GSLs E1 - E4)\n• pay rebates to customers when the retailer has not met the GSLs.\nWe received reports from 23 NERL retailers operating in the ACT on their compliance with the Consumer\nProtection Code 2020. Most of these NERL retailers supply to large business customers rather than small\nresidential customers. Many of the GSLs do not apply to large customers that can negotiate protections in\ntheir contracts with retailers.\nOf the NERL retailers that returned re\n Source: `annual-reports/2020-21.pages.jsonl`\n- and sewerage networks to assess the reliability of\nwater supply and sewerage services in the ACT and identify the main causes of interruptions. This helps us\nmonitor Icon Water’s compliance with the guaranteed service levels (GSLs) for interruptions under the\nConsumer Protection Code 2020 (ACT).\n2.1.1 Planned interruptions to water supply reduced\nPlanned interruptions take place when Icon Water undertakes maintenance work on its network. Icon\nWater must give customers at least two days’ written notice of any planned maintenance which may\ninter\n Source: `annual-reports/2021-22.pages.jsonl`\n- .gov.au/ni/2021-106/.\n20 On 6 May 2021, 623 customer lost supply at once, significantly increasing the number of planned interruptions\nduring the 2020-21 reporting year. For more information, please see the 2020-21 ULAR at section 3.1.1.\n21 Clause 10.2 of the Consumer Protection Code 2020.\nICRC | Monitoring Report: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2021-22 14\n\n[page 26]\nElectricity distribution\nIn 2021-22, Evoenergy reported that it notified all customers with registered life\n Source: `annual-reports/2021-22.pages.jsonl`\n\n### Utilities (Technical Regulation) Act 2014\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 10\n**Register search**: https://www.legislation.act.gov.au/search?query=Utilities+%28Technical+Regulation%29+Act+2014\n\n**Sources**:\n- `pages/strategies-index.html`\n- `pages/strategies-index__04.html`\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n\n**Evidence contexts**:\n- iginate from a number of sources including:\nthe Utilities Act\nconditions imposed by the utility licence\nindustry codes made by the Commission under Part 4 of the Utilities Act; and\ntechnical codes made by the technical regulator under Part 3 of the\nUtilities (Technical Regulation) Act 2014\n.\nThe Utilities Act imposes obligations on licensees associated with operation of networks and licence conditions including compliance with local and national legislation.\nNote: The Commission no longer licenses retail energy providers, these utility services\n Source: `pages/strategies-index.html`\n- e conditions\ngranting exemptions from compliance with licence conditions\ndetermination of licence fees; and\napproval or determination of industry codes.\nOther regulatory agencies\nTechnical regulation is provided by the technical regulator under the\nUtilities (Technical Regulation) Act 2014\n. Customer complaints and disputes relating to licensed utilities and authorised energy retailers are handled by the ACT Civil and Administrative Tribunal under Part 13 of the Utilities Act.\nIndustry Codes\nPart 4 of the Utilities Act allows the Commission to\n Source: `pages/strategies-index.html`\n- n of customers from a utility network .\nCurrent industry codes administered by the Commission are available at:\nhttps://www.icrc.act.gov.au/legislation/industry-codes\nTechnical Codes\nThe technical regulator makes technical codes under Part 3 of the\nUtilities (Technical Regulation) Act 2014\n. Technical regulation is concerned with the operation of utility services and the protection and maintenance of their networks. Technical codes may be made for the following purposes:\nprotecting the integrity of regulated utility networks and regulated utili\n Source: `pages/strategies-index.html`\n- iginate from a number of sources including:\nthe Utilities Act\nconditions imposed by the utility licence\nindustry codes made by the Commission under Part 4 of the Utilities Act; and\ntechnical codes made by the technical regulator under Part 3 of the\nUtilities (Technical Regulation) Act 2014\n.\nThe Utilities Act imposes obligations on licensees associated with operation of networks and licence conditions including compliance with local and national legislation.\nNote: The Commission no longer licenses retail energy providers, these utility services\n Source: `pages/strategies-index__04.html`\n- e conditions\ngranting exemptions from compliance with licence conditions\ndetermination of licence fees; and\napproval or determination of industry codes.\nOther regulatory agencies\nTechnical regulation is provided by the technical regulator under the\nUtilities (Technical Regulation) Act 2014\n. Customer complaints and disputes relating to licensed utilities and authorised energy retailers are handled by the ACT Civil and Administrative Tribunal under Part 13 of the Utilities Act.\nIndustry Codes\nPart 4 of the Utilities Act allows the Commission to\n Source: `pages/strategies-index__04.html`\n\n### Electricity (Greenhouse Gas Emissions) Act 2004\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 6\n**Register search**: https://www.legislation.act.gov.au/search?query=Electricity+%28Greenhouse+Gas+Emissions%29+Act+2004\n\n**Sources**:\n- `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- `other-pdfs/Report_10_of_2011_December_2011.pages.jsonl`\n- `other-pdfs/Report_10_of_2012_November_2012.pages.jsonl`\n\n**Evidence contexts**:\n- mer numbers, sales volumes, number of complaints received and\nresponses to those complaints.\n1.1.2 Regulation of the ACT Greenhouse Gas Abatement Scheme\n(GGAS)\nThe Commission has oversight of GGAS in the ACT. The Scheme is implemented\nthrough the Electricity (Greenhouse Gas Emissions) Act 2004. Under this Act, the\nCommission’s main functions are to:\nCompliance and performance report for 2011–12 1\nLicensed electricity, gas, and water and sewerage\nutilities\n\n[page 24]\n1- Introduction\n• establish greenhouse gas benchmarks for participants;\n• monitor b\n Source: `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- d performance report for 2011–12\n54\nLicensed electricity, gas, and water and sewerage\nutilities\n\n[page 77]\n8- Environmental performance\n8.3.2 ACT Greenhouse Gas Abatement Scheme (GGAS)\nThe ACT Government introduced the GGAS in the ACT through the Electricity\n(Greenhouse Gas Emissions) Act 2004, to assist in reducing greenhouse gas emissions\nin the ACT. The operation of the ACT GGAS commenced on 1 January 2005 and\nmirrors the NSW scheme as it operated in that state until 30 June 2009. The ACT\nGGAS is mandatory for all licensed electricity retailers.\n Source: `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- ts of consumers\n to ensure that the government’s programs for the provision of utility services are properly addressed.\nThe Commission is also the regulator of the Greenhouse Gas Abatement Scheme in the ACT. The\nscheme is implemented through the Electricity (Greenhouse Gas Emissions) Act 2004. Under that\nAct, the Commission’s main functions are:\n• to establish greenhouse gas benchmarks for participants\n• to monitor benchmark participants’ compliance, and report to the Minister on the extent to\nwhich participants comply with greenhouse gas benchmar\n Source: `other-pdfs/Report_10_of_2011_December_2011.pages.jsonl`\n- nologies used to generate the electricity consumed in New South Wales and the ACT. The greenhouse gas\ninventory prepared by the Commission uses only the scope 2 emissions factor.\n17 The ACT Greenhouse Gas Abatement Scheme, established through the Electricity (Greenhouse Gas Emissions) Act\n2004, mirrors the NSW Greenhouse Gas Reduction Scheme administered by the Independent Pricing and Regulatory\nTribunal. The Commission is the regulator of the scheme in the ACT. Further details are available on the Commission’s\nwebsite (www.icrc.act.gov.au).\n76 — L\n Source: `other-pdfs/Report_10_of_2011_December_2011.pages.jsonl`\n- at the government’s programs for the provision of utility services are\nproperly addressed.\nRegulation of the ACT Greenhouse Gas Abatement Scheme (GGAS)\nThe Commission is also the regulator of GGAS in the ACT. The Scheme is\nimplemented through the Electricity (Greenhouse Gas Emissions) Act 2004. Under this\nAct, the Commission’s main functions are to:\n• establish greenhouse gas benchmarks for participants;\n• monitor benchmark participants’ compliance, and report to the Minister on the\nextent to which participants comply with greenhouse gas benchmarks\n Source: `other-pdfs/Report_10_of_2012_November_2012.pages.jsonl`\n\n### Community Safety Legislation (Amendment) Act 2008\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 5\n**Register search**: https://www.legislation.act.gov.au/search?query=Community+Safety+Legislation+%28Amendment%29+Act+2008\n\n**Sources**:\n- `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- `other-pdfs/Report_10_of_2011_December_2011.pages.jsonl`\n- `other-pdfs/Report_10_of_2012_November_2012.pages.jsonl`\n\n**Evidence contexts**:\n- ties Act and other matters that come to its attention in the\ncourse of exercising its functions under Part 12.\nA1.4 Industry codes\nIndustry codes administered by the Commission in 2011–12 were as follows.\n18 Under the Justice and Community Safety Legislation (Amendment) Act 2008 (No. 2), the Essential\nServices Consumer Council was renamed the Energy and Water Consumer Council in July 2008. In\nFebruary 2009, the functions of the Council were subsumed into ACAT.\nCompliance and performance report for 2011–12\n60\nLicensed electricity, gas\n Source: `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- June 2010, the company subsequently advised ACAT that the\nmatter had been resolved.\n3.4.3 ACT Health\nACT Health advised that it recorded no complaints in 2009–10 about the operation of licensed\nutilities.\n9 Under the Justice and Community Safety Legislation (Amendment) Act 2008 (No 2), the Essential Services Consumer\nCouncil was renamed the Energy and Water Consumer Council from 29 July 2008. In February 2009, the functions of\nthe council were subsumed into the ACT Civil and Administrative Tribunal (ACAT).\n34 — Licensed utilities co\n Source: `other-pdfs/Report_10_of_2011_December_2011.pages.jsonl`\n- hich a utility can interrupt, restrict or disconnect supply of a\nutility service to a customer or consumer\n• outlines particular obligations that a utility must meet in dealing with customers or\nconsumers\n21 Under the Justice and Community Safety Legislation (Amendment) Act 2008 (No. 2), the Essential Services Consumer\nCouncil was renamed the Energy and Water Consumer Council in July 2008. In February 2009, the functions of the\nCouncil were subsumed into ACAT.\nICRC Licensed utilities performance report 2009–10 — 83\n\n[page 94]\n• outli\n Source: `other-pdfs/Report_10_of_2011_December_2011.pages.jsonl`\n- (formerly EnergyAustralia) – electricity and gas\nACAT did not report any adverse compliance issues in 2010–11. ACAT reported that it\ncontinued to be impressed by the high standard of TRUenergy’s (formerly\n7 Under the Justice and Community Safety Legislation (Amendment) Act 2008 (No 2), the Essential\nServices Consumer Council was renamed the Energy and Water Consumer Council from 29 July 2008. In\nFebruary 2009, the functions of the council were subsumed into the ACT Civil and Administrative\nTribunal (ACAT).\n23— Licensed utilities com\n Source: `other-pdfs/Report_10_of_2012_November_2012.pages.jsonl`\n- nsumer Protection Code (January 2007). This code:\n• outlines the basic rights of customers and consumers in relation to connection\nto and disconnection from a utility’s network; the supply by a utility of\n13 Under the Justice and Community Safety Legislation (Amendment) Act 2008 (No. 2), the Essential\nServices Consumer Council was renamed the Energy and Water Consumer Council in July 2008. In\nFebruary 2009, the functions of the Council were subsumed into ACAT.\nLicensed utilities compliance and performance report 2010–11— 70\n\n[page 91\n Source: `other-pdfs/Report_10_of_2012_November_2012.pages.jsonl`\n\n### GSL Guaranteed Service Level ICRC Independent Competition and Regulatory Commission ICRC Act Independent Competition and Regulatory Commission Act 1997\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 5\n**Register search**: https://www.legislation.act.gov.au/search?query=GSL+Guaranteed+Service+Level+ICRC+Independent+Competition+and+Regulatory+Commission+ICRC+Act+Independent+Competition+and+Regulatory+Commission+Act+1997\n\n**Sources**:\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- ered investment schemes - Australian Pipeline Trust (APT) and\nAPT Investment Trust (APTIT) - and their controlled entities.\nCommission Independent Competition and Regulatory Commission\nEAPL East Australian Pipeline Limited\nEPA Environment Protection Authority\nGSL Guaranteed Service Level\nICRC Independent Competition and Regulatory Commission\nICRC Act Independent Competition and Regulatory Commission Act 1997\nKL Kilolitre\nKM Kilometre\nML Megalitre\nMSS Minimum Service Standard\nNSW New South Wales\nTJ Terajoules\nULAR Utility Licence Annual Report\nUtilities Act Utilities Act 2000\nUTR Act Utilities (Technical Regulation) Act 2014\nICRC: Utility Licence Annual Report (UL\n Source: `annual-reports/2020-21.pages.jsonl`\n- ered investment schemes - Australian Pipeline Trust (APT) and\nAPT Investment Trust (APTIT) - and their controlled entities.\nCommission Independent Competition and Regulatory Commission\nEAPL East Australian Pipeline Limited\nEPA Environment Protection Authority\nGSL Guaranteed Service Level\nICRC Independent Competition and Regulatory Commission\nICRC Act Independent Competition and Regulatory Commission Act 1997\nKL Kilolitre\nKM Kilometre\nML Megalitre\nMSS Minimum Service Standard\nNSW New South Wales\nTJ Terajoules\nULAR Utility Licence Annual Report\nUtilities Act Utilities Act 2000\nUTR Act Utilities (Technical Regulation) Act 2014\nICRC | Monitoring Report: Utility Licen\n Source: `annual-reports/2021-22.pages.jsonl`\n- APT Investment Trust (APTIT) - and their controlled entities.\nCode Utilities (Consumer Protection Code) Determination 2020\nCommission Independent Competition and Regulatory Commission\nEAPL East Australian Pipeline Limited\nEPA Environment Protection Authority\nGSL Guaranteed Service Level\nICRC Independent Competition and Regulatory Commission\nICRC Act Independent Competition and Regulatory Commission Act 1997\nKL Kilolitre\nKM Kilometre\nML Megalitre\nMSS Minimum Service Standard\nNSW New South Wales\nTJ Terajoules\nULAR Utility Licence Annual Report\nUtilities Act Utilities Act 2000\nUTR Act Utilities (Technical Regulation) Act 2014\nICRC | Monitoring Report: Utility Licen\n Source: `annual-reports/2022-23.pages.jsonl`\n- - Australian Pipeline Trust (APT) and\nAPT Investment Trust (APTIT) - and their controlled entities\nCode Utilities (Consumer Protection Code) Determination 2020\nCommission Independent Competition and Regulatory Commission\nEAPL East Australian Pipeline Limited\nGSL Guaranteed Service Level\nICRC Independent Competition and Regulatory Commission\nICRC Act Independent Competition and Regulatory Commission Act 1997\nML Megalitre\nNERL National Energy Retail Law\nNSW New South Wales\nTJ Terajoules\nULAR Utility Licence Annual Report\nUtilities Act Utilities Act 2000\nUTR Utilities Technical Regulator\nUTR Act Utilities (Technical Regulation) Act 2014\nICRC | Monitoring Report: Ut\n Source: `annual-reports/2023-24.pages.jsonl`\n- istered investment schemes - Australian Pipeline Trust (APT) and\nAPT Investment Trust (APTIT) - and their controlled entities\nBESS Battery Energy Storage System\nCommission Independent Competition and Regulatory Commission\nEAPL East Australian Pipeline Limited\nGSL Guaranteed Service Level\nICRC Independent Competition and Regulatory Commission\nICRC Act Independent Competition and Regulatory Commission Act 1997\nkL Kilolitre\nML Megalitre\nMW Megawatt\nkWh Kilowatt-hour\nNERL National Energy Retail Law\nNSW New South Wales\nTJ Terajoules\nULAR Utility Licence Annual Report\nUtilities Act Utilities Act 2000\nUTR Utilities Technical Regulator\nUTR Act Utilities (Technical Regula\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Utilities (Consumer Protection Code) Determination 2020\n\n**Type**: Determination\n**Confidence**: high\n**Mentions**: 5\n**Register search**: https://www.legislation.act.gov.au/search?query=Utilities+%28Consumer+Protection+Code%29+Determination+2020\n\n**Sources**:\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- ce is provided under a customer contract. A consumer\nis the customer or an occupier of a customer’s premises to which the service is provided. In the case of a rented\nproperty the landlord is usually the customer, and the tenant is the consumer.\n27 Utilities (Consumer Protection Code) Determination 2020 (DI2020-6)\nICRC: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2020 -21 39\n\n[page 41]\nIf a utility did not meet an MSS, affected customers or consumers could apply for and receive, a rebate. The\nMSS appl\n Source: `annual-reports/2020-21.pages.jsonl`\n- ormance by providing better services to their\ncustomers. Publishing this report helps us achieve our objective of protecting the long-term interests of\ncustomers in the ACT.\n—————\n5 AER, https://www.aer.gov.au/retail-markets/performance-reporting\n6 Utilities (Consumer Protection Code) Determination 2020 (DI2020-6).\n7 Utilities (Capital Contribution Code) Approval 2017 (DI2017-291).\n8 Utilities (Electricity Feed-in Code) Determination 2020 (DI2020-86).\nICRC | Monitoring Report: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retaile\n Source: `annual-reports/2021-22.pages.jsonl`\n- ormance by providing better services to their\ncustomers. Publishing this report helps us achieve our objective of protecting the long-term interests of\ncustomers in the ACT.\n—————\n2 AER, https://www.aer.gov.au/retail-markets/performance-reporting\n3 Utilities (Consumer Protection Code) Determination 2020 (DI2020-6).\n4 Utilities (Capital Contribution Code) Approval 2017 (DI2017-291).\n5 Utilities (Electricity Feed-in Code) Determination 2020 (DI2020-86).\nICRC | Monitoring Report: Utility Licence Annual Report 2022-23 3\n\n[page 14]\n1 Our annual performance report\n Source: `annual-reports/2022-23.pages.jsonl`\n- [page 3]\nSnapshot of 2023-24\nSnapshot of 2023-24\nEach year we report on the performance and compliance of utilities licensed in the ACT. From 2020-21, we\nhave also been reporting on National Energy Retail Law (NERL) retailers’ compliance with the Utilities\n(Consumer Protection Code) Determination 2020 (the Code) that came into effect from 1 July 2020.\nPart A of the Utility Licence Annual Reports (ULAR) provides insights into how the licensed utilities\nperformed in delivering services over the reporting period. Performance is measured by service reliability\n Source: `annual-reports/2023-24.pages.jsonl`\n- is region.\nii\n\n[page 3]\nSnapshot of 2024-25\nEach year, we report on the performance and compliance of utilities licensed in the ACT. This report also\nincludes the performance of National Energy Retail Law (NERL) retailers, their compliance with the Utilities\n(Consumer Protection Code) Determination 2020 and the Utilities (ACT Retail Electricity – Transparency and\nComparability Code) Determination 2021.\nPart A: Summarises the performance of licenced utilities across key areas. Icon Water (water and sewerage\nservices), Evoenergy (electricity and gas distributi\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Amendment to the Climate Change and Greenhouse Gas Reduction Act 2010\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 3\n**Register search**: https://www.legislation.act.gov.au/search?query=Amendment+to+the+Climate+Change+and+Greenhouse+Gas+Reduction+Act+2010\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- services in the ACT. Evoenergy has\nheld a utility licence since 2001.\nEvoenergy’s licence is available to view online.\nIn August 2022, the ACT Government announced that it will phase out fossil fuel gas by 2045 by electrifying\nCanberra over the next 20 years.\nAmendment to the Climate Change and Greenhouse Gas Reduction Act 2010 has made compliance with\nnew part 13A restriction on certain new gas connections, a condition of the gas distribution licence. In\nNovember 2023 the ACT Government introduced the Climate Change and Greenhouse Gas Reduction\nAmendment Regulation which restricts\n Source: `annual-reports/2022-23.pages.jsonl`\n- 111 183 140 72 77 ▲5 100.0\nNotes: 'Change' indicates changes in 2023-24 compared to 2022-23.\n4.1.4 New gas connections\nIn August 2022, the ACT Government announced that it will phase out fossil fuel gas by 2045 by electrifying\nCanberra over the next 20 years. Amendment to the Climate Change and Greenhouse Gas Reduction Act\n2010 has introduced new part 13A which places conditions on condition of the gas distribution utility\nlicence. The ACT Government has also introduced the Climate Change and Greenhouse Gas Reduction\nAmendment Regulation which restricts new natural (fossil fuel) gas\n Source: `annual-reports/2023-24.pages.jsonl`\n- 0 72 77 54 ▼23 100.0\nNotes: 'Change' indicates changes in 2024-25 compared to 2023-24.\n4.2.4 Network and customer base\nIn August 2022, the ACT Government announced that it will phase out fossil fuel gas by 2045 by electrifying\nCanberra over the next 20 years. Amendment to the Climate Change and Greenhouse Gas Reduction Act\n2010 introduced new part (13A) which places restrictions on certain gas connections. The ACT Government\nalso introduced the Climate Change and Greenhouse Gas Reduction Amendment Regulation 2023 (No 1)\nwhich restricts new natural (fossil fuel) gas network connectio\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Electricity Feed-in Code 2020\n\n**Type**: Code\n**Confidence**: high\n**Mentions**: 3\n**Register search**: https://www.legislation.act.gov.au/search?query=Electricity+Feed-in+Code+2020\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- CT laws that relate to the provision of a utility licence, as well as\nindustry and technical codes that apply to the utility. Current industry codes are the Consumer Protection\nCode 2020 3(the Code), Water and Sewerage Capital Contribution Code 2017 4 and the Electricity Feed-in\nCode 2020 5. The licences also set out obligations relating to environmental requirements, compliance\nreporting and record keeping.\nThe Code requires licensed utilities to meet all applicable GSLs. Failure to meet the GSLs requires utilities to\nautomatically issue reba\n Source: `annual-reports/2022-23.pages.jsonl`\n- , which monitors compliance with licence conditions, the Utilities Act, and other\nrelevant ACT laws, as well as industry and technical codes.\nCurrent industry codes include:\n• Consumer Protection Code 2020\n• Water and Sewerage Capital Contribution Code 2017\n• Electricity Feed-in Code 2020\nLicences also outline obligations related to environmental requirements, compliance reporting, and record\nkeeping.\nThe Code requires utilities to meet all GSLs. If a utility fails to meet a GSL, it must automatically issue a\nrebate to affected customers. Thes\n Source: `annual-reports/2023-24.pages.jsonl`\n- ther relevant\nACT laws as well as industry and technical codes.\nCurrent industry codes include:\n• Consumer Protection Code 2020\n• Transparency and Comparability Code 2021 (retailers only)\n• Water and Sewerage Capital Contribution Code 2017 (Icon Water only)\n• Electricity Feed-in Code 2020\nUnder the Consumer Protection Code, utilities must meet all Guaranteed Service Levels (GSLs). If a GSL is\nnot met, the utility must automatically issue a rebate to affected customers as an acknowledgement of a\nservice shortfall. The number of GSL failures ref\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Environment Protection Act 1997\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 3\n**Register search**: https://www.legislation.act.gov.au/search?query=Environment+Protection+Act+1997\n\n**Sources**:\n- `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- `other-pdfs/Report_10_of_2012_November_2012.pages.jsonl`\n\n**Evidence contexts**:\n- in\n2011–12.\nACT Health advised that it had not recorded any complaints in the 2011–12 reporting\nperiod about the operation of licensed utilities.\nThe Environment Protection Authority (EPA) reported that utilities holding\nEnvironmental Authorisations under the Environment Protection Act 1997 generally\ncomplied with the conditions of their authorisation during 2011–12.\nFinancial outcomes\nDuring 2011–12, total revenue from electricity retail, gas retail and water and\nsewerage services all increased.\nOf the total revenue of $460 million raised by el\n Source: `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- are\nsignificant environmental or health implications.\nThere were no reported incidents investigated by the Environment Protection Authority\n(EPA) during the 2011–12 financial year.\nThe EPA reported that utilities holding Environmental Authorisations under the\nEnvironment Protection Act 1997 generally complied, to the satisfaction of the EPA,\nwith the conditions of their authorisation.\n3.4.5 TRUenergy customer billing 2011–12\nDuring the 2011–12 compliance year, TRUenergy reported to the Commission on two\nbreaches of their regulatory requirements.\n Source: `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- for Sustainability and the\nEnvironment as part of a larger investigation into the state of water courses and\ncatchments for Lake Burley Griffin, and findings arising out of the report are due in\n2012.8\nUtilities holding Environmental Authorisations under the Environment Protection Act\n1997 have generally complied, to the satisfaction of the EPA, with the conditions of\ntheir authorisation.\nTRUenergy customer billing 2010–11\nDuring the 2010–11 compliance year, TRUenergy reported to the Commission on\nissues in the media associated with the billing\n Source: `other-pdfs/Report_10_of_2012_November_2012.pages.jsonl`\n\n### Independent Competition and Regulatory Commission Amendment Act 2024\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 3\n**Register search**: https://www.legislation.act.gov.au/search?query=Independent+Competition+and+Regulatory+Commission+Amendment+Act+2024\n\n**Sources**:\n- `pages/strategies-index__06.html`\n- `strategies/Compliance-and-enforcement-Strategy.pages.jsonl`\n- `strategies/Draft-ICRC-Compliance-and-Enforcement-Strategy.pages.jsonl`\n\n**Evidence contexts**:\n- from ActewAGL\nPDF\n509.7 KB\n10 Dec 2024\nFeedback Submission from Care Financial\nPDF\n296.4 KB\n10 Dec 2024\nFeedback submission from Evoenergy\nPDF\n310.1 KB\n10 Dec 2024\nDraft compliance and enforcement strategy\nIn May 2024, the ACT Legislative Assembly passed the\nIndependent Competition and Regulatory Commission Amendment Act 2024\n.\nThe amendment provides the commission with additional enforcement tools to respond to non-compliance.\nIn advance of the new enforcement powers coming into effect in December 2024, we have released a draft compliance and enforcement strategy, which is availa\n Source: `pages/strategies-index__06.html`\n- issued with an\ninfringement notice may pay or contest the notice. If the regulated entity pays the infringement notice, we\nwill not take further action for that alleged breach. Paying the infringement notice is not an admission of a\nbreach. Schedule 5 of the Independent Competition and Regulatory Commission Amendment Act 2024\nclassifies each infringement notice into one of three tiers:\n• Tier 1: $553,000 for an individual and $11,060,000 for a corporation\n• Tier 2: $317,400 for an individual and $1,587,100 for a corporation\n• Tier 3: $37,500 for an individual and $188,000 for a co\n Source: `strategies/Compliance-and-enforcement-Strategy.pages.jsonl`\n- issued with an\ninfringement notice may pay or contest the notice. If the regulated entity pays the infringement notice, we\nwill not take further action for that alleged breach. Paying the infringement notice is not an admission of a\nbreach. Schedule 5 of the Independent Competition and Regulatory Commission Amendment Act 2024\nclassifies each infringement notice into one of three tiers:\n• Tier 1: $553,000 for an individual and $11,060,000 for a corporation\n• Tier 2: $317,400 for an individual and $1,587,100 for a corporation\n• Tier 3: $37,500 for an individual and $188,000 for a co\n Source: `strategies/Draft-ICRC-Compliance-and-Enforcement-Strategy.pages.jsonl`\n\n### National Energy Retail Law (ACT) Act 2012\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 3\n**Register search**: https://www.legislation.act.gov.au/search?query=National+Energy+Retail+Law+%28ACT%29+Act+2012\n\n**Sources**:\n- `pages/strategies-index__05.html`\n- `strategies/Compliance-and-enforcement-Strategy.pages.jsonl`\n- `strategies/Draft-ICRC-Compliance-and-Enforcement-Strategy.pages.jsonl`\n\n**Evidence contexts**:\n- tion of retail energy providers was undertaken by the Commission. Schedule 1 of the National Energy Retail Law (South Australia) Act 2011 is known as the National Energy Retail Law or NERL. The schedule is applied in the ACT by the National Energy Retail Law (ACT) Act 2012.\nUnder the National Energy Retail Law the AER has a number of regulatory functions including:\nauthorising energy retailers to sell energy and granting authorisation exemptions\nmonitoring compliance and enforcing breaches of the NERL and its associated Rules (\n Source: `pages/strategies-index__05.html`\n- latory Commission Act 1997 (the ICRC\nAct). We have both regulatory and advisory roles under the ICRC Act. We have responsibilities with respect\nto the Utilities Act 2000, Electricity-Feed in (Renewable Energy Premium) Act 2008, the National Energy\nRetail Law (ACT) Act 2012, Electricity (National Scheme) Act 1997, National Gas (ACT) Act 2008 and Climate\nChange and Greenhouse Gas Reduction Act 2010. In addition, we enforce compliance with industry codes\nand regulations made under those acts, for example, the Consumer Protection C\n Source: `strategies/Compliance-and-enforcement-Strategy.pages.jsonl`\n- latory Commission Act 1997 (the ICRC\nAct). We have both regulatory and advisory roles under the ICRC Act. We have responsibilities with respect\nto the Utilities Act 2000, Electricity-Feed in (Renewable Energy Premium) Act 2008, the National Energy\nRetail Law (ACT) Act 2012, Electricity (National Scheme) Act 1997, National Gas (ACT) Act 2008 and Climate\nChange and Greenhouse Gas Reduction Act 2010. In addition, we enforce compliance with industry codes\nand regulations made under those acts, for example, the Consumer Protection C\n Source: `strategies/Draft-ICRC-Compliance-and-Enforcement-Strategy.pages.jsonl`\n\n### UTR Act Utilities (Technical Regulation) Act 2014\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 3\n**Register search**: https://www.legislation.act.gov.au/search?query=UTR+Act+Utilities+%28Technical+Regulation%29+Act+2014\n\n**Sources**:\n- `annual-reports/2020-21.pages.jsonl`\n- `annual-reports/2021-22.pages.jsonl`\n- `annual-reports/2022-23.pages.jsonl`\n\n**Evidence contexts**:\n- on\nICRC Act Independent Competition and Regulatory Commission Act 1997\nKL Kilolitre\nKM Kilometre\nML Megalitre\nMSS Minimum Service Standard\nNSW New South Wales\nTJ Terajoules\nULAR Utility Licence Annual Report\nUtilities Act Utilities Act 2000\nUTR Act Utilities (Technical Regulation) Act 2014\nICRC: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2020 -21 43\n\n[page 45]\nwww.icrc.act.gov.au\n Source: `annual-reports/2020-21.pages.jsonl`\n- on\nICRC Act Independent Competition and Regulatory Commission Act 1997\nKL Kilolitre\nKM Kilometre\nML Megalitre\nMSS Minimum Service Standard\nNSW New South Wales\nTJ Terajoules\nULAR Utility Licence Annual Report\nUtilities Act Utilities Act 2000\nUTR Act Utilities (Technical Regulation) Act 2014\nICRC | Monitoring Report: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2021-22 40\n\n[page 52]\nwww.icrc.act.gov.au\n Source: `annual-reports/2021-22.pages.jsonl`\n- on\nICRC Act Independent Competition and Regulatory Commission Act 1997\nKL Kilolitre\nKM Kilometre\nML Megalitre\nMSS Minimum Service Standard\nNSW New South Wales\nTJ Terajoules\nULAR Utility Licence Annual Report\nUtilities Act Utilities Act 2000\nUTR Act Utilities (Technical Regulation) Act 2014\nICRC | Monitoring Report: Utility Licence Annual Report 2022-23 44\n\n[page 55]\nwww.icrc.act.gov.au\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Utilities (Electricity Transmission) Regulation 2006\n\n**Type**: Regulation\n**Confidence**: high\n**Mentions**: 3\n**Register search**: https://www.legislation.act.gov.au/search?query=Utilities+%28Electricity+Transmission%29+Regulation+2006\n\n**Sources**:\n- `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- `other-pdfs/Report_10_of_2011_December_2011.pages.jsonl`\n- `other-pdfs/Report_10_of_2012_November_2012.pages.jsonl`\n\n**Evidence contexts**:\n- sion.\n2.1 Electricity transmission\nACT electricity transmission is provided by TransGrid, the NSW transmission network\nservice provider. TransGrid’s network extends to the ACT border and is connected to\nthe ACT electricity distribution network. The Utilities (Electricity Transmission)\nRegulation 2006 made transmission a utility service when declared by the Minister. In\n2006, TransGrid was exempted from the requirement to hold a licence on condition\nthat it comply with specific conditions relating to minimum reliability standards\ngoverning bulk electricity\n Source: `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- es\nThis chapter provides a brief overview of the utility services regulated by the Commission; it\nincludes information on customer numbers and consumption volumes and discusses overall trends\nin each utility sector.\n2.1 Electricity transmission\nThe Utilities (Electricity Transmission) Regulation 2006 made transmission a utility service when\ndeclared by the Minister. Section 4 provides that the transmission of electricity through an\nelectricity transmission network declared under section 5 is a utility service. In 2006, TransGrid\nwas exempted from the requ\n Source: `other-pdfs/Report_10_of_2011_December_2011.pages.jsonl`\n- customer numbers, consumption volumes and\ntrends in each utility sector of utilities licensed by the Commission.\n2.1 Electricity transmission\nACT Electricity Transmission is provided by TransGrid, the NSW transmission\nnetwork service provider. The Utilities (Electricity Transmission) Regulation 2006\nmade transmission a utility service when declared by the Minister. Section 4 provides\nthat the transmission of electricity through an electricity transmission network declared\nunder section 5 is a utility service. In 2006, TransGrid was exempted from the\nrequ\n Source: `other-pdfs/Report_10_of_2012_November_2012.pages.jsonl`\n\n### Utilities Act Utilities Act 2000\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 3\n**Register search**: https://www.legislation.act.gov.au/search?query=Utilities+Act+Utilities+Act+2000\n\n**Sources**:\n- `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- `other-pdfs/Report_10_of_2011_December_2011.pages.jsonl`\n- `other-pdfs/Report_10_of_2012_November_2012.pages.jsonl`\n\n**Evidence contexts**:\n- S packaged off-take station\nCompliance and performance report for 2011–12 81\nLicensed electricity, gas, and water and sewerage\nutilities\n\n[page 104]\nAppendix 5- Acronyms and abbreviations\nPRS primary regulating station\nTJ terajoule\nTRS trunk receiving station\nUtilities Act Utilities Act 2000\nWSAA Water Services Association of Australia\nCompliance and performance report for 2011–12\n82\nLicensed electricity, gas, and water and sewerage\nutilities\n\n[page 105]\nAppendix 6- Statistical Appendix- Performance Statistics, ACT Utilities\nAppendix 6 Statistica\n Source: `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- re\nkm kilometre\nkm2 square kilometres\nkPa kilopascal\nKPI key performance indicator\nkV kilovolt\nkWh kilowatt hour\nMJ megajoule\nML megalitre\nMWh megawatt hour\nPOTS packaged off-take station\nPRS primary regulating station\nTJ terajoule\nTRS trunk receiving station\nUtilities Act Utilities Act 2000\nWSAA Water Services Association of Australia\nICRC Licensed utilities performance report 2009–10 — 93\n Source: `other-pdfs/Report_10_of_2011_December_2011.pages.jsonl`\n- cator\nkV kilovolt\nkWh kilowatt hour\nMJ megajoule\nML megalitre\nMWh megawatt hour\nPOTS packaged off-take station\nPRS primary regulating station\nTJ terajoule\n83— Licensed utilities compliance and performance report 2010–11\n\n[page 104]\nTRS trunk receiving station\nUtilities Act Utilities Act 2000\nWSAA Water Services Association of Australia\nLicensed utilities compliance and performance report 2010–11— 84\n\n[page 105]\nAppendix F Statistical Appendix – Performance Statistics, ACT\nUtilities\nTable F.1 ActewAGL Distribution’s network, metered supply points\n Source: `other-pdfs/Report_10_of_2012_November_2012.pages.jsonl`\n\n### Competition and Consumer Act 2010\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 2\n**Register search**: https://www.legislation.act.gov.au/search?query=Competition+and+Consumer+Act+2010\n\n**Sources**:\n- `reviews/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pages.jsonl`\n\n**Evidence contexts**:\n- basis.\nPrices for the past 45 days can be seen on the ACCC’s website.31\n29 ACCC (2019), Submission to the ACT Legislative Assembly Select Committee on Fuel Pricing,\nsubmission no 12, 25 February.\n30 Ministerial Direction to the ACCC under section 95ZE of the Competition and Consumer Act 2010 in\nletter from The Treasurer, the Hon Scott Morrison, the Chair of the ACCC Mr Rod Simms, dated\n20 December 2017, available at\nhttps://www.accc.gov.au/system/files/Treasurer%20to%20ACCC%20Chair%20-\n%20Fuel%20monitoring.pdf viewed 30 March 2019. This Direction\n Source: `reviews/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pages.jsonl`\n- l 2019.\nSBS 2019, Coles and Viva Energy enter new fuel deal, available at\nsbs.com.au/news/coles-and-viva-energy-enter-new-fuel-deal, accessed 18 April\n2019.\nThe Treasurer the Hon Scott Morrison 2017, Ministerial Direction to the ACCC under\nsection 95ZE of the Competition and Consumer Act 2010, available at\nhttps://www.accc.gov.au/system/files/Treasurer%20to%20ACCC%20Chair%20-\n%20Fuel%20monitoring.pdf, accessed 29 March 2019.\nViva Energy 2019, Submission to the ACT’s Legislative Assembly Select Committee\non Fuel Pricing, 25 February, submission no.\n Source: `reviews/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pages.jsonl`\n\n### Regulatory Commission (Disclosure Guidelines) Determination 2005\n\n**Type**: Determination\n**Confidence**: medium\n**Mentions**: 2\n**Register search**: https://www.legislation.act.gov.au/search?query=Regulatory+Commission+%28Disclosure+Guidelines%29+Determination+2005\n\n**Sources**:\n- `pages/about.html`\n- `other-pdfs/ICRC-Disclosure-Guidelines.pages.jsonl`\n\n**Evidence contexts**:\n- ing documents set out our powers and obligations in how we treat information provided to us under the ICRC Act 1997.\nDocument Name\nType\nSize\nPublished date\nICRC Disclosure Guidelines\nPDF\n221 KB\n1 October 2021\nIndependent Competition and Regulatory Commission (Disclosure Guidelines) Determination 2005 (No 1)\nLINK\n-\n-\nACT Freedom of Information Requests\nLINK\n-\n-\nFreedom of Information Act\nThe ACT\nFreedom of Information Act 2016\n(the FOI Act) gives individuals the legal right to:\naccess government information unless access to the information would, on balanc\n Source: `pages/about.html`\n- he Independent Competition and Regulatory Commission (Disclosure\nGuidelines) Determination 2021.\n2 Commencement\nThis instrument commences on the day after notification.\n3 Revocation\nThe Commission revokes the Independent Competition and Regulatory Commission\n(Disclosure Guidelines) Determination 2005 (No 1), DI2005-191.\n4 Determination of Disclosure Guidelines\nThe Independent Competition and Regulatory Commission has determined the disclosure\nguidelines at the Schedule to this instrument for the purposes of section 46(1)(a) of the\nIndependent Competition\n Source: `other-pdfs/ICRC-Disclosure-Guidelines.pages.jsonl`\n\n### Regulatory Commission (Disclosure Guidelines) Determination 2021\n\n**Type**: Determination\n**Confidence**: medium\n**Mentions**: 2\n**Register search**: https://www.legislation.act.gov.au/search?query=Regulatory+Commission+%28Disclosure+Guidelines%29+Determination+2021\n\n**Sources**:\n- `other-pdfs/ICRC-Disclosure-Guidelines.pages.jsonl`\n\n**Evidence contexts**:\n- [page 1]\nAustralian Capital Territory\nIndependent Competition and Regulatory Commission (Disclosure Guidelines)\nDetermination 2021\nDisallowable instrument DI2021–238\nmade under the\nIndependent Competition and Regulatory Commission Act 1997, section 46(4)\n(Confidential information – general disclosure)\n1 Name of instrument\nThis instrument is the Independent Competition and Regulatory Comm\n Source: `other-pdfs/ICRC-Disclosure-Guidelines.pages.jsonl`\n- wable instrument DI2021–238\nmade under the\nIndependent Competition and Regulatory Commission Act 1997, section 46(4)\n(Confidential information – general disclosure)\n1 Name of instrument\nThis instrument is the Independent Competition and Regulatory Commission (Disclosure\nGuidelines) Determination 2021.\n2 Commencement\nThis instrument commences on the day after notification.\n3 Revocation\nThe Commission revokes the Independent Competition and Regulatory Commission\n(Disclosure Guidelines) Determination 2005 (No 1), DI2005-191.\n4 Determination of Disclosure Gui\n Source: `other-pdfs/ICRC-Disclosure-Guidelines.pages.jsonl`\n\n### Goods and Services Tax ICRC Independent Competition and Regulatory Commission ICRC Act Independent Competition and Regulatory Commission Act 1997\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.act.gov.au/search?query=Goods+and+Services+Tax+ICRC+Independent+Competition+and+Regulatory+Commission+ICRC+Act+Independent+Competition+and+Regulatory+Commission+Act+1997\n\n**Sources**:\n- `reviews/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pages.jsonl`\n\n**Evidence contexts**:\n- n\nACT Australian Capital Territory\nCA Commission Agents\nCommission Independent Competition and Regulatory Commission\nCOCOs Company Owned and Company Operated\nCPL Cents per litre\nDODO Dealer Owned and Dealer Operated\nGIRD Gross Indicative Retail Difference\nGST Goods and Services Tax\nICRC Independent Competition and Regulatory Commission\nICRC Act Independent Competition and Regulatory Commission Act 1997\nIPART The Independent Pricing and Regulatory Tribunal\nLPG Liquid Petroleum Gas\nNRMA National Roads and Motorists’ Association\nNSW New South Wales\nNT Northern Territory\nQLD Queensland\nRAA Royal Automobile Association of South Australia\nRACQ Royal Automobile Cl\n Source: `reviews/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pages.jsonl`\n\n### Home About Us Freedom of Information Freedom of Information Independent Competition and Regulatory Commission Act 1997\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.act.gov.au/search?query=Home+About+Us+Freedom+of+Information+Freedom+of+Information+Independent+Competition+and+Regulatory+Commission+Act+1997\n\n**Sources**:\n- `pages/about.html`\n\n**Evidence contexts**:\n- Freedom of Information - Independent Competition and Regulatory Commission\n\nSkip to content\nIndependent Competition and Regulatory Commission\nFOI\nPublic Interest Disclosures\nLegislation\nAbout us\nSubmissions\nContact us\nHome\nAbout Us\nFreedom of Information\nFreedom of Information\nIndependent Competition and Regulatory Commission Act 1997\nThe following documents set out our powers and obligations in how we treat information provided to us under the ICRC Act 1997.\nDocument Name\nType\nSize\nPublished date\nICRC Disclosure Guidelines\nPDF\n221 KB\n1 October 2021\nIndependent Competition and Regulatory C\n Source: `pages/about.html`\n\n### Independent Competition and Regulatory Commission, Canberra, Justice and Community Safety Legislation Amendment Act 2008\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://www.legislation.act.gov.au/search?query=Independent+Competition+and+Regulatory+Commission%2C+Canberra%2C+Justice+and+Community+Safety+Legislation+Amendment+Act+2008\n\n**Sources**:\n- `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n\n**Evidence contexts**:\n- ment NI2012-338\nIndependent Competition and Regulatory Commission (2009) Utility Reporting of\nMaterial Breaches and Non-Compliance, Independent Competition and\nRegulatory Commission, Canberra.\nICRC (2012) ACT Greenhouse Gas Inventory Report 2009–10 [website]. Independent\nCompetition and Regulatory Commission, Canberra,\nJustice and Community Safety Legislation Amendment Act 2008 (No 2), ACT Act\nA2008-22\nCompliance and performance report for 2011–12 109\nLicensed electricity, gas, and water and sewerage\nutilities\n\n[page 132]\nReferences\nJACS (2012) ‘Section C – Legislative and Policy Based Reporting (Section C.1 –\nSection C.26)’ Annual\n Source: `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n\n### ACT) Terms of Reference Determination 2019\n\n**Type**: Determination\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://www.legislation.act.gov.au/search?query=ACT%29+Terms+of+Reference+Determination+2019\n\n**Sources**:\n- `reviews/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pages.jsonl`\n\n**Evidence contexts**:\n- motor 83\nvehicle petrol prices in the ACT\n\n[page 104]\n\n[page 105]\nAppendix 1 – Terms of Reference\nAppendix 1 Terms of Reference\nAustralian Capital Territory\nIndependent Competition and Regulatory Commission (Investigation\ninto motor vehicle fuel prices in the ACT) Terms of Reference\nDetermination 2019\nDisallowable Instrument DI2019-18\nmade under the\nIndependent Competition and Regulatory Commission Act 1997, section 15\n(nature of industry references) and section 16 (terms of industry reference)\nand section 16 (Terms of industry references)\n1. Name of instr\n Source: `reviews/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pages.jsonl`\n- dustry references) and section 16 (terms of industry reference)\nand section 16 (Terms of industry references)\n1. Name of instrument\nThis instrument is the Independent Competition and Regulatory Commission\n(Investigation into motor vehicle petrol prices in the ACT) Terms of\nReference Determination 2019.\n2. Commencement\nThis instrument commences on the day after it is notified.\n3. Industry reference for investigation (section 15)\nI, Andrew Barr, Treasurer, pursuant to section 15(1)(e) of the Independent\nCompetition and Regulatory Commission Act 1997 (Act), p\n Source: `reviews/Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pages.jsonl`\n\n### Clean Energy Act 2011\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://www.legislation.act.gov.au/search?query=Clean+Energy+Act+2011\n\n**Sources**:\n- `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n\n**Evidence contexts**:\n- ons reduction schemes\nAs required under the Electricity Feed-in Code, ActewAGL Distribution reported\n11,033 sites were connected in 2011–12, with a capacity of 26.79 MW and total\nmetered output to end June 2012 of 7,450 MWh..\nFollowing the introduction of the Clean Energy Act 2011 (Commonwealth), the ACT\nGreenhouse Gas Abatement Scheme (GGAS) was closed on 30 June 2012. Over the\nlife of the scheme, certificates equivalent to 3.848 million tonnes of C02-equivalent\nemissions were surrendered.\nCompliance and performance report for 2011–12\n Source: `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n- enchmarks. Where a benchmark\nparticipant’s emissions are above its benchmark, excess emissions must be offset\nthrough the surrender of abatement certificates. The scheme’s operation is effected\nthrough electricity supply licences. With the introduction of the Clean Energy Act\n2011, the scheme closed on 30 June 20122 and the Commission’s functions for the\nGreenhouse Gas Abatement Scheme ceased.\n1.1.3 Reporting under the Electricity Feed-in Scheme\nThe Electricity Feed-in Scheme for feed-in electricity from renewable energy\ngenerators to\n Source: `other-pdfs/Report-7-of-2013-August-2013.pages.jsonl`\n\n### Climate Change and Greenhouse Gas Reduction Act 2010\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://www.legislation.act.gov.au/search?query=Climate+Change+and+Greenhouse+Gas+Reduction+Act+2010\n\n**Sources**:\n- `strategies/Compliance-and-enforcement-Strategy.pages.jsonl`\n- `strategies/Draft-ICRC-Compliance-and-Enforcement-Strategy.pages.jsonl`\n\n**Evidence contexts**:\n- nder the ICRC Act. We have responsibilities with respect\nto the Utilities Act 2000, Electricity-Feed in (Renewable Energy Premium) Act 2008, the National Energy\nRetail Law (ACT) Act 2012, Electricity (National Scheme) Act 1997, National Gas (ACT) Act 2008 and Climate\nChange and Greenhouse Gas Reduction Act 2010. In addition, we enforce compliance with industry codes\nand regulations made under those acts, for example, the Consumer Protection Code and Retai\n\n_…truncated, open the .md file for the full content._", "global_initiatives_md": null, "strategy": { "reporting_period": "2024-25", "corporate_plan_period": "2025-26", "vision": null, "vision_source_page": null, "purposes": "To monitor and publicly report on the performance of utilities operating in the ACT, promoting transparency and accountability, and protecting the long-term interests of customers by providing clear information on how utilities are meeting their obligations and where improvements are needed. [AR p.3]", "purposes_source_page": 3, "how_we_deliver": "Through the Utility Licence Annual Report (ULAR), we assess trends across multiple years to identify systemic issues that may affect customers or prevent a utility from meeting its licence obligations. Where issues are identified, we engage with utilities to promote improvements. [AR p.3]", "how_we_deliver_source_page": 3, "government_priorities": [ { "text": "Regulating and advising government about pricing and other matters for monopoly, near-monopoly and ministerially declared regulated industries.", "source_page": null }, { "text": "Providing advice on competitive neutrality complaints and government-regulated activities.", "source_page": null }, { "text": "Arbitrating infrastructure access disputes under the ICRC Act.", "source_page": null }, { "text": "Managing the utility licence framework in the ACT, including the licensing determination process, monitoring licensees’ compliance with their legislative and licence obligations and determination of utility industry codes.", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Water supply and sewerage services", "description": "Ensuring reliable water supply and sewerage services to residential and non-residential customers in the ACT, meeting Guaranteed Service Levels (GSLs), and managing interruptions and complaints effectively.", "key_activities": [ "Monitoring compliance with GSLs", "Managing interruptions and complaints", "Ensuring water supply and sewerage services reliability" ], "source_page": 4 }, { "name": "Outcome 2: Electricity services", "description": "Providing reliable electricity distribution and connection services, meeting Guaranteed Service Levels (GSLs), managing interruptions and complaints, and ensuring compliance with licence obligations.", "key_activities": [ "Monitoring compliance with GSLs", "Managing interruptions and complaints", "Ensuring electricity services reliability" ], "source_page": 11 }, { "name": "Outcome 3: Gas services", "description": "Providing reliable gas transmission and distribution services, meeting Guaranteed Service Levels (GSLs), managing interruptions and complaints, and ensuring compliance with licence obligations.", "key_activities": [ "Monitoring compliance with GSLs", "Managing interruptions and complaints", "Ensuring gas services reliability" ], "source_page": 16 } ], "values": [ "Independence", "Transparency", "Accountability", "Customer protection" ], "values_framework_name": "None", "kpi_targets_2025_26": [ { "code": "CCE01", "measure": "Guaranteed Service Levels compliance", "target": "Stability or improvement", "source_page": null }, { "code": "CCE02", "measure": "Billing accuracy", "target": "Stability or improvement", "source_page": null }, { "code": "CCE03", "measure": "Outage management", "target": "Stability or improvement", "source_page": null }, { "code": "CCE04", "measure": "Customer satisfaction", "target": "Stability or improvement", "source_page": null } ], "kpi_results_2024_25": [ { "code": "CCE01", "measure": "Guaranteed Service Levels compliance", "result": "Partially achieved", "status": "Partially achieved", "source_page": null }, { "code": "CCE02", "measure": "Billing accuracy", "result": "Partially achieved", "status": "Partially achieved", "source_page": null }, { "code": "CCE03", "measure": "Outage management", "result": "Partially achieved", "status": "Partially achieved", "source_page": null }, { "code": "CCE04", "measure": "Customer satisfaction", "result": "Partially achieved", "status": "Partially achieved", "source_page": null } ], "_source_urls": { "annual_report_url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "corporate_plan_url": "" } }, "ideas": [ { "entity_id": "S-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-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": "Electricity—distribution and supply\n• During 2010–11, ActewAGL’s distribution network delivered electricity to\n168,937 metered supply points, of which 152,911 were to residential customers\nand 16,026 were non-residential customers.\n• During the year, 2,930 GWh of electricity was delivered, with 1,716 GWh\ndelivered to non-residential customers and 1,214 GWh to residential customers.\n• The ACT electricity retail market comprises mainly residential customers, with\n151,290 customers at the end of June 2011, accounting for 91% of total\ncustomer numbers, but only for 41% of total electricity consumed.\n• Average annual electricity consumption by residential customers decreased by\n5.1% to almost 8 MWh per customer.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.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-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-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": "Electricity—distribution and supply\n• During 2010–11, ActewAGL’s distribution network delivered electricity to\n168,937 metered supply points, of which 152,911 were to residential customers\nand 16,026 were non-residential customers.\n• During the year, 2,930 GWh of electricity was delivered, with 1,716 GWh\ndelivered to non-residential customers and 1,214 GWh to residential customers.\n• The ACT electricity retail market comprises mainly residential customers, with\n151,290 customers at the end of June 2011, accounting for 91% of total\ncustomer numbers, but only for 41% of total electricity consumed.\n• Average annual electricity consumption by residential customers decreased by\n5.1% to almost 8 MWh per customer.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.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-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-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": "[Page 13]\nForeword iii\nExecutive Summary v\nUtility services—main features v\nUtility compliance vii\nFinancial outcomes vii\nTechnical regulation–network reliability, serviceability\nand maintenance vii\nCustomer service viii\nCustomer safety net arrangements viii\nEnvironmental Performance ix\n1 Introduction 1\n1.1 Purpose of this report 1\n1.2 Commercial-in-confidence information 2\n1.3 Accuracy of data 2\n1.4 Utilities licensed in the ACT 3\n1.5 Key features of the ACT 5\n2 Utility services—main features 9\n2.1 Electricity transmission 9\n2.2 Electricity distribution 9\n2.3 Electricity Supply 11\n2.4 Gas transmission 14\n2.5 Gas distribution 14\n2.6 Gas retail 16\n2.7 Water and sewerage services 17\n3 Utility compliance 20\n3.1 Statutory compliance framework 20\n3.2 Approach taken to compliance assessment 20\n3.3 Material breaches 21\n3.4 Assessment of licensee compliance by other ACT regulators 21\n3.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.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-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-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": "[Page 13]\nForeword iii\nExecutive Summary v\nUtility services—main features v\nUtility compliance vii\nFinancial outcomes vii\nTechnical regulation–network reliability, serviceability\nand maintenance vii\nCustomer service viii\nCustomer safety net arrangements viii\nEnvironmental Performance ix\n1 Introduction 1\n1.1 Purpose of this report 1\n1.2 Commercial-in-confidence information 2\n1.3 Accuracy of data 2\n1.4 Utilities licensed in the ACT 3\n1.5 Key features of the ACT 5\n2 Utility services—main features 9\n2.1 Electricity transmission 9\n2.2 Electricity distribution 9\n2.3 Electricity Supply 11\n2.4 Gas transmission 14\n2.5 Gas distribution 14\n2.6 Gas retail 16\n2.7 Water and sewerage services 17\n3 Utility compliance 20\n3.1 Statutory compliance framework 20\n3.2 Approach taken to compliance assessment 20\n3.3 Material breaches 21\n3.4 Assessment of licensee compliance by other ACT regulators 21\n3.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.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-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-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": "Figure 1.2 Purpose of annual compliance monitoring\nPromote transparency, data integrity and accountability\nof licensed utilities\nReduce risks to customers and the community from a\nutility’s non-compliance with its licence obligations\nInform customers and the ACT community about the\nperformance of licensed utilities in the ACT\nEncourage and motivate utilities to improve\nperformance against obligations in their licence the\nUtilities Act and relevant industry codes\nICRC: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2020 -21 11", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.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-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-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": "Figure 1.2 Purpose of annual compliance monitoring\nPromote transparency, data integrity and accountability\nof licensed utilities\nReduce risks to customers and the community from a\nutility’s non-compliance with its licence obligations\nInform customers and the ACT community about the\nperformance of licensed utilities in the ACT\nEncourage and motivate utilities to improve\nperformance against obligations in their licence the\nUtilities Act and relevant industry codes\nICRC: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2020 -21 11", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.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-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-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": "Technical regulation—network reliability, serviceability and\nmaintenance\nElectricity\n An audit of ActewAGL’s Distribution’s management of its nailed poles, conducted during\n2009–10, covered a total of 1,600 poles with eight recommendations being made.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.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-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-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": "Technical regulation—network reliability, serviceability and\nmaintenance\nElectricity\n An audit of ActewAGL’s Distribution’s management of its nailed poles, conducted during\n2009–10, covered a total of 1,600 poles with eight recommendations being made.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.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-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Case Processing", "scale": "small", "title": "Triage queue for stuck or ageing cases", "idea": "Use existing case data to flag ageing, duplicate, incomplete, or high-risk cases for earlier intervention.", "quote": "[Page 11]\nContents\nForeword iii\nExecutive Summary iv\nContents xi\n1 Introduction 1\n1.1 Purpose of this report 1\n1.2 Commercial-in-confidence information 2\n1.3 Accuracy of data 3\n1.4 Utilities licensed in the ACT 3\n1.5 Key features of the ACT 5\n2 Utility services—main features 9\n2.1 Electricity transmission 9\n2.2 Electricity distribution 9\n6.1 Electricity supply 11\n6.2 Gas transmission 14\n6.3 Gas distribution 14\n6.4 Gas retail 16\n6.5 Water and sewerage services 18\n7 Utility compliance 21\n7.1 Statutory compliance framework 21\n7.2 Approach taken to compliance assessment 22\n7.3 Material breaches 22\n7.4 Assessment of licensee compliance by other ACT regulators 23\n7.5 Part 7 of the Utilities Act—network operations 25\n7.6 Ring fencing guidelines and compliance 25\n8 Financial outcomes 27\n8.1 Electricity retailers: revenue levels and customer charges 27\n8.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Applicants / case officers", "source": "other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.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-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Case Processing", "scale": "large", "title": "End-to-end case processing redesign", "idea": "Redesign the case pathway around risk-based triage, reusable evidence, and automated eligibility checks.", "quote": "[Page 11]\nContents\nForeword iii\nExecutive Summary iv\nContents xi\n1 Introduction 1\n1.1 Purpose of this report 1\n1.2 Commercial-in-confidence information 2\n1.3 Accuracy of data 3\n1.4 Utilities licensed in the ACT 3\n1.5 Key features of the ACT 5\n2 Utility services—main features 9\n2.1 Electricity transmission 9\n2.2 Electricity distribution 9\n6.1 Electricity supply 11\n6.2 Gas transmission 14\n6.3 Gas distribution 14\n6.4 Gas retail 16\n6.5 Water and sewerage services 18\n7 Utility compliance 21\n7.1 Statutory compliance framework 21\n7.2 Approach taken to compliance assessment 22\n7.3 Material breaches 22\n7.4 Assessment of licensee compliance by other ACT regulators 23\n7.5 Part 7 of the Utilities Act—network operations 25\n7.6 Ring fencing guidelines and compliance 25\n8 Financial outcomes 27\n8.1 Electricity retailers: revenue levels and customer charges 27\n8.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Applicants / case officers", "source": "other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.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-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-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": "While participation numbers\ndecreased slightly over the year and hardship participation is below national averages, the numbers\nhighlight that some members of our community are doing it tough.\n• Icon Water supported 566 customers.\n• Retailer hardship participation included: ActewAGL (3,844), Origin (756), Red Energy (419).\n—————\n1 This is discussed at 2.2.1\n2 This is discussed at 4.2.2\n3 This increase related to a change in the way complaints were recorded and is discussed at 2.3\n4 This is discussed at 4.1\niv", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "annual-reports/2024-25.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.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-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-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": "While participation numbers\ndecreased slightly over the year and hardship participation is below national averages, the numbers\nhighlight that some members of our community are doing it tough.\n• Icon Water supported 566 customers.\n• Retailer hardship participation included: ActewAGL (3,844), Origin (756), Red Energy (419).\n—————\n1 This is discussed at 2.2.1\n2 This is discussed at 4.2.2\n3 This increase related to a change in the way complaints were recorded and is discussed at 2.3\n4 This is discussed at 4.1\niv", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "annual-reports/2024-25.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.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" ] } ], "legislation_administered": [], "artifacts": [ { "category": "annual-reports", "year": "2024-25", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "file": "annual-reports/2024-25.pdf", "bytes": 1136153, "link_text": "Monitoring Report on the 2024-25 Utility Licence Annual Report" }, { "category": "annual-reports", "year": "2023-24", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2816801/ICRC-Utility-Licence-Annual-Report-2023-24.pdf", "file": "annual-reports/2023-24.pdf", "bytes": 1209814, "link_text": "Monitoring Report on the 2023-24 Utility Licence Annual Report" }, { "category": "annual-reports", "year": "2022-23", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2429738/ULAR-2022-23-final.pdf", "file": "annual-reports/2022-23.pdf", "bytes": 1504608, "link_text": "Monitoring Report on the 2022-23 Utility Licence Annual Report" }, { "category": "annual-reports", "year": "2021-22", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2204388/2021-22-Utility-Licence-Annual-Report-ULAR.pdf", "file": "annual-reports/2021-22.pdf", "bytes": 1163583, "link_text": "Monitoring Report on the 2021-22 Utility Licence Annual Report" }, { "category": "annual-reports", "year": "2020-21", "url": 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