Under the Energy Retail Code of Practice (ERCoP) in Victoria, the Payment Difficulty Framework (PDF) provides important protections for Victorian consumers. Electricity and gas retailers must help by providing:

• personalised assistance, including flexible payment options (like smaller payments or payment pauses) and agreeing to a payment plan you say you can afford if you’re behind on your bills
• information on concessions and government help (like the Utility Relief Grant), and
• tips on cheaper energy plans or ways to reduce your energy costs.

From February 2026, new protections will be added to the ERCoP to help Victorians who are struggling to pay their electricity and gas bills. This factsheet provides information for workers and their clients on what reforms are coming into effect, and when.

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