EnergyAustralia has been fined $276,626 for allegedly failing to put proper processes in place to ensure eligible multi-site customers* were correctly registered for life support protections.
In Victoria, energy businesses must identify, register and support customers who rely on energy-powered life support equipment, such as ventilators or dialysis machines. During prolonged power outages, energy businesses provide information from these registers to emergency agencies so they can identify and prioritise people who may need urgent assistance.
EnergyAustralia self-reported to the Essential Services Commission that, between 2021 and 2025, it failed to establish effective policies, systems and procedures for registering and deregistering multi-site customers for life support protections, in line with Victoria’s life support rules.
As a result, up to 80 electricity and 34 gas customers were either not registered or did not receive required information within the time frames set out under Victoria’s energy rules.
The $276,626 fine relates to seven alleged breaches involving failures to:
- establish policies, systems and procedures for registering and deregistering multi-site customers for life support protections
- record life support customer details in the register within one business day of being advised of their life support status, on two occasions
- provide required life support information to customers within five business days, on two occasions
- provide a distribution company with life support customer details within one business day, on two occasions.
EnergyAustralia has now taken steps to review and revise its processes for registering life support customers.
*A multi-site customer is a small business customer with multiple premises.
Quotes attributable to Essential Services Commission Chairperson and Commissioner Gerard Brody
“The past summer’s bushfires and heatwaves are examples of the risks to our electricity network. It’s incredibly important that energy businesses have processes in place to make sure those who rely on life support equipment are looked after.”
“In this case, EnergyAustralia self-reported to the commission, cooperated with our investigation, and promptly modified its processes. We expect businesses to engage openly with us and take prompt corrective action when they identify non-compliance.”
Upcoming changes to protect life support customers during extreme weather events
The Essential Services Commission has proposed new rules to improve how energy businesses register customers who rely on life support equipment.
The proposed changes:
- require retailers and embedded network operators to undertake a yearly check in with life support customers to confirm whether life support equipment is still required at the premises and ensure details are up to date
- enable medical practitioners to identify customers experiencing a life-threatening condition with higher likelihood of injury or death due to prolonged power outages. This information would help support emergency services to triage customers for more urgent support
- update the responsibility for the life support register, including all related processes, so only energy retailers can make changes to the register, minimising the likelihood of conflicting information and errors
- require energy businesses to allow life support customers to provide a secondary contact and preferred communication method during outages and emergencies.
The final rules will be released soon.
