Electricity Reform Act 2000

In making, varying or revoking the Retail Code, or in performing functions under the Retail Code that relate to the protection of residential customers or the continuity of supply, the Utilities Commission must have regard to the following matters:

(a) that the supply of electricity is an essential service for residential customers, so that if an electricity retailer fails, the following principles apply:

(i) safeguards should be put in place to protect continuity of supply;

(iii) other measures should be put in place to mitigate the impact of the failure on customers and electricity entities as far as possible;

(b) that disconnection of the premises of a residential customer facing financial hardship or domestic or family violence should be a last resort option;

(c) that complaints handling and dispute resolution mechanisms should be readily accessible to residential customers;