Western Australian Current Regulations
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CODE OF CONDUCT FOR THE SUPPLY OF ELECTRICITY TO SMALL USE
CUSTOMERS 2022
TABLE OF PROVISIONS
PART 1 -- Preliminary
1. Citation
2. Commencement
3. Terms used
4. Payment plans
5. Provision of information to customers
6. Variations relating to standard form contracts
7. Variations relating to non‑standard contracts
PART 2 -- Marketing
Division 1 -- Retailer obligations
8. Retailers must ensure electricity marketing agents comply with Part
Division 2 -- Contracts and information to be provided to customers
9. Entering into standard form contract
10. Entering into non‑standard contract
Division 3 -- Marketing conduct
11. Standards of conduct
12. Contact for purposes of marketing
13. Compliance with signs
Division 4 -- Miscellaneous
14. Compliance with code
15. Presumption of authority
16. Electricity marketing agent complaints
17. Records must be kept
PART 3 -- Connection
18. Obligation to forward connection request
PART 4 -- Billing
Division 1 -- Billing cycles
19. Standard billing cycle
20. Shortened billing cycle
Division 2 -- Contents of bill
21. Contents of bill
Division 3 -- Basis of bill
22. Basis of bill
23. Estimations
24. Replacement of estimation with actual value
Division 4 -- Change of tariffs
25. Customer request for change of tariff
26. Tariff change if former tariff unavailable
Division 5 -- Review of bill and energy data checking
27. Review of bill
28. Energy data checking
Division 6 -- Undercharging and overcharging
29. Undercharging
30. Overcharging
Division 7 -- Final bill
31. Request for final bill
Division 8 -- Providing bills under standard form contracts
32. Provision of bills
PART 5 -- Payment
33. Payment date
34. Payment methods
35. Payment in advance
36. Redirection of bills
37. Late payment fee
38. Vacating supply address
39. Debt collection
PART 6 -- Payment assistance
Division 1 -- Assessment of financial situation
40. Assessment
Division 2 -- Payment assistance
41. Payment assistance
42. Limits to payment extensions
43. Payment plans
44. Variation of payment plans
Division 3 -- Additional assistance available to residential customers experiencing financial hardship
45. Reductions of fees, charges or debt and provision of advice
46. Hardship policy and hardship procedures
Division 4 -- Business customers experiencing payment difficulties
47. Alternative payment arrangements
PART 7 -- Disconnection
Division 1 -- Conduct in relation to disconnection
Subdivision 1 -- Disconnection for failure to pay bill
48. General requirements
49. Limitations on disconnection for failure to pay bill
50. Dual fuel contracts
Subdivision 2 -- Disconnection for denying access to meter
51. Disconnection for denying access to meter
Division 2 -- Limits on disconnection
52. General limits on disconnection
PART 8 -- Reconnection
53. Obligation on retailer to arrange reconnection
54. Obligation on distributor to reconnect supply address
PART 9 -- Pre‑payment meters
55. Application
56. Operation of pre‑payment meter
57. Provision of information
58. Reversion
59. Life support equipment
60. Requirements for pre‑payment meters
61. Recharge facilities
62. Concessions
63. Meter check or test
64. Credit retrieval
65. Overcharging and undercharging
66. Assistance for customers experiencing payment problems
67. Waiver of fee for customers experiencing payment problems or affected by family violence
PART 10 -- Information and communication
Division 1 -- Obligations for retailers
68. General information
69. Information about tariffs, fees or charges
70. Information about variations to tariffs, fees or charges: regulated prices
71. Information about variations to tariffs, fees or charges: non‑regulated prices
72. Historical billing data
73. Service standard payments
74. Distribution matters
Division 2 -- Obligations for distributors
75. General information
76. Information about supply changes or interruptions
Division 3 -- Obligations for retailers and distributors
77. Written information must be easy to understand
78. Special information needs
79. Metering
Division 4 -- Disconnection or interruption for emergencies
80. Disconnection or interruption for emergencies
PART 11 -- Life support equipment scheme
81. Relevant standards
82. Registration of life support equipment address: retailers
83. Registration of life support equipment address: distributors
84. Interruption of supply
85. Periodic reviews
86. De‑registration of address
PART 12 -- Complaints and dispute resolution
87. Obligation to establish complaints handling procedures
88. Acknowledgment of complaint and response times
89. Advice about outcome of complaint
90. Obligation to refer complaint
PART 13 -- Protections relating to family violence
91. Family violence policy
92. Protection from disconnection
93. Written evidence
PART 14 -- Service standard payments
Division 1 -- Obligations for retailers
94. Facilitating customer reconnections
95. Wrongful disconnections
96. Customer service
Division 2 -- Obligations for distributors
97. Wrongful disconnections
98. Customer service
Division 3 -- Payment
99. Exceptions
100. Method of payment
101. Recovery of payment
PART 15 -- Repeal
102. Code of Conduct for the Supply of Electricity to Small Use Customers 2018 repealed
Defined terms
Electricity Industry Act 2004
Code of Conduct for the Supply of Electricity to Small Use Customers 2022 PART 1 -- Preliminary
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