- New rules create consumer protections for thousands of households and businesses
- Alternative Electricity Services regulations to cover customers in apartment buildings, shopping centres, retirement villages, and long-stay caravan parks, as well as on-site power supply arrangements
- Changes ensure access to independent dispute resolution and clear information on electricity bill charges
The consumer rights of thousands of households and businesses are being strengthened under new electricity supply regulations to be introduced by the Cook Labor Government.
The rules will ensure customers have access to independent dispute resolution through the Energy and Water Ombudsman, are charged a fair price for their power and get transparent information about their electricity supply.
The regulations - under the Alternative Electricity Services (AES) registration framework - extend some of the standard protections that are available to traditional electricity customers, including Synergy and Horizon Power customers.
The first two electricity supply arrangements to be regulated under the AES framework will be embedded networks and on-site power supply arrangements.
Embedded networks - private electricity networks servicing several lots or tenancies in one property - are becoming increasingly common in apartment buildings, shopping centres, retirement villages, and long stay caravan parks.
Until now, electricity supply for embedded network customers has been largely unregulated and evidence has emerged that some customers are experiencing poor outcomes.
Customers have reported receiving large electricity 'bills' that were just a total amount to be paid, with no information on how much electricity it is for or how it was calculated.
In many cases, customers have no one to go to with questions or complaints, and even the person issuing bills claims not to know anything about how the embedded network operates.
This is also the case for customers with on-site power supply arrangements, where a service provider owns and maintains an energy system like solar or a battery at the customer's premises and the customer uses energy from the system.
Further consultation on regulations, regulatory fees payable by service providers and the code of practice containing obligations on registered providers of these services, will commence later in 2025. Service providers will then need to register with the Economic Regulation Authority by 1 January 2027, with registrations to open beforehand.
As stated by Energy and Decarbonisation Minister Amber-Jade Sanderson:
"Strengthening customer rights is at the centre of these new regulations. This decision is the first step to providing robust protections and access to the Energy and Water Ombudsman to customers of electricity services like embedded networks and on-site power supply arrangements.
"It will give customers serviced under these arrangements similar protections to Synergy and Horizon Power customers.
"Western Australia is the first state to introduce a bespoke framework for emerging electricity services, continuing this government's commitment to leading the energy transition while protecting consumers.
"Service providers will have the opportunity to provide further feedback during 2025 with significant preparation time ahead of formal obligations commencing in 2027."
