Western Australian Current Regulations

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