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Industry codes and guaranteed service levels
Electricity and gas codes set out rules for electricity and gas retailers and distributors. Three codes currently exist - the Electricity Industry Code; Gas Industry Code; and Electricity (Retail Billing Guaranteed Service Level Scheme) Code.
These codes are administered by the Queensland Competition Authority.
Electricity Industry Code
The Electricity Industry Code sets out rules for electricity retailers and distributors including:
- the terms and conditions of standard retail and connection contracts, and minimum terms for negotiated (market) retail contracts
- service obligations to customers
- marketing conduct and the provision of information to customers.
The Code also provides rules on the management of distribution businesses and the services between retailers and distributors. The Code also sets guaranteed service levels (PDF, 123kB) (GSLs) which ENERGEX and Ergon Energy must meet in relation to the quality of service provided to small consumers.
More information about the Electricity Industry Code is available on the Queensland Competition Authority website.
Gas Industry Code
The Gas Industry Code contains many elements of the customer protection framework for full retail competition, including:
- a 10 business day cooling off period on all negotiated retail contracts
- minimum terms and conditions of negotiated contracts with small customers
- a marketing code of conduct for retailers and their marketing agents.
More information about the Gas Industry Code is available on the Queensland Competition Authority website.
Electricity Retail Billing Code
The Electricity (Retail Billing Guaranteed Service Level Scheme) Code came into effect on 19 September 2008. Under the GSL Scheme, if a retailer issues an incorrect bill to a small customer and the retailer doesn't find and fix the error before the customer pays the bill, the retailer must give the customer a GSL rebate of up to $40 on the customer's next bill.
More information about the Billing Code is available on the Queensland Competition Authority website.
Last updated 29 June 2011