Legislation, Regulations and Guidelines
We will consider all relevant legislation, regulation and guidelines when investigating a complaint. Some of the most common include:
This Act outlines the role of the Ombudsman to enquire into and investigate complaints about administrative actions of Tasmanian Government Departments, Local Government Councils and a range of public authorities. This includes the Ombudsman’s role with respect to government owned energy entities.
The Act establishes the role of the Energy Ombudsman to investigate complaints received relating to the sale and supply of gas or electricity in Tasmania. The Act also provides the Energy Ombudsman with the ability to conduct “own motion” investigations into systemic issues.
Electricity Supply Industry Act 1995
This Act outlines the regulation and licensing of electricity entities in Tasmania. The Act also establishes the Tasmanian Electricity Code (the Code) which provides for matters incidental to the regulation of the electricity supply industry. The Tasmanian Economic Regulator publishes and maintains the Code.
Electricity Wayleaves and Easements Act 2000
This Act to make provision with respect to wayleaves held and obtainable by electricity entities, registered and “deemed easements” relating to electricity infrastructure, rights of access to land for the purpose of maintaining electricity infrastructure and related matters.
National Electricity Law (NEL)
The NEL establishes the National Electricity Market and provides the enforcement framework and regulation of electricity networks for participants in the National Electricity Market. The NEL has been adopted in Tasmania and is supported by the National Electricity Rules that govern the wholesale electricity market and economic regulation of services.
National Energy Retail Law (NERL)
The NERL establishes a regulatory regime governing the sale and supply of energy (electricity and reticulated natural gas) to customers served through the national electricity grid or gas pipelines. It provides a range of customer protections for residential and small business customers in their dealings with energy retailers and distributors. The NERL includes the National Energy Retail Rules (Rules) which also apply in Tasmania. The Rules cover the rights and responsibilities of retail energy providers.
Service and Installation Rules - TasNetworks
The Service and Installation Rules is a guide made by TasNetworks for electrical contractors, designers, consultants, switchboard manufacturers and customers to assist them in the process of establishing a connection to the distribution network.
Hardship Policy – Aurora Energy
Aurora Energy’s hardship policy is known as the Your Energy Support (YES) Program. It is a requirement under the National Energy Retail Rules and is approved by the Australian Energy Regulator. The Policy identifies and assists vulnerable customers to manage their energy usage and associated costs.
This Act creates a regulatory system for the construction and operation of pipeline facilities to transport natural gas and other substances. It also attempts to ensure security of supply for users of gas and protect the public from any risks.
An Act to regulate the distribution and retailing of gas, to provide for safety and technical standards for gas installations and gas appliances and for related purposes.
The purpose of this Code is to set out the minimum standards for the operation and maintenance of a distribution system; and the minimum obligations with which a distributor must comply in providing the distribution service.
The purpose of this Code is to establish the minimum terms and conditions under which a retailer must sell gas to small retail customers.