
The Essential Services Commission’s review into how Victorian energy retailers are implementing the payment difficulty framework
On 31 May 2022, the ESC published its findings of a review into how Victorian energy retailers are implementing the payment difficulty framework. The payment difficulty framework requires retailers to assist Victorians struggling to pay their energy bills. This includes helping consumers stay on top of bills by adjusting payment amounts and frequency, offering payment plans to manage missed bills or ongoing energy usage and providing advice on how to manage energy usage or apply for utility relief grants and concessions. The review noted some positive findings. Since the framework came into effect in 2019, more customers have received tailored assistance compared to past retailer hardship programs. More customers are receiving more appropriate assistance, and there have been fewer disconnections for non-payment. But of those customers that were disconnected, over…