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Electricity Industry Code - qenergy.com.au

Electricity Industry Code made under the Electricity Act 1994 Seventeenth Edition: approved 16 July 2014 effective 25 July 2014 This Seventeenth Edition of the Electricity Industry Code pursuant to section 120J(3) of the Act, comes into effect on 25 July 2014; and replaces the Sixteenth Edition of the Electricity Industry Code which was approved on 13 May 2014 and came into effect on 1 July 2014. Amendment History Edition Date made/approved by the Regulator/Minister Effective date 1 9 December 2004 1 January 2005 2 20 July 2006 1 September 2006 3 29 June 2007 1 July 2007 4 31 July 2008 4 August 2008 5 20 November 2009 1 July 2010 6 22 March 2010 1 July 2010 7 21 April 2010 31 July 2010 8 18 February 2011 18 February 2011 9 30 June 2011 1 July 2011 10 15 August 2011 26 August 2011 11 21 May 2012 15 June 2012 12 28 June 2012 1 July 2012 13 26 February 2013 1 March 2013 14 18 December 2013 6 January 2014 15 22 April 2014 26 May 2014 16 13 May 2014 1 July 2014 17 16 July 2014 25 July 2014 Electricity Industry Code Contents Electricity Industry Code: Seventeenth Edition i CHAPTER 1: THIS CODE 10 Introduction 10 Code objective 10 Scope of the Code 10 Authority 10 Date of effect 11 Application 11 Obligation to remedy 11 Amendment of Code 11 Interpretation 11 Other relevant instruments 11 CHAPTER 2.

Electricity Industry Code: Seventeenth Edition ii 2.6 Reporting and monitoring 22 2.6.1 Distribution entity must monitor performance 22 2.6.2 Reporting requirements 22

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Transcription of Electricity Industry Code - qenergy.com.au

1 Electricity Industry Code made under the Electricity Act 1994 Seventeenth Edition: approved 16 July 2014 effective 25 July 2014 This Seventeenth Edition of the Electricity Industry Code pursuant to section 120J(3) of the Act, comes into effect on 25 July 2014; and replaces the Sixteenth Edition of the Electricity Industry Code which was approved on 13 May 2014 and came into effect on 1 July 2014. Amendment History Edition Date made/approved by the Regulator/Minister Effective date 1 9 December 2004 1 January 2005 2 20 July 2006 1 September 2006 3 29 June 2007 1 July 2007 4 31 July 2008 4 August 2008 5 20 November 2009 1 July 2010 6 22 March 2010 1 July 2010 7 21 April 2010 31 July 2010 8 18 February 2011 18 February 2011 9 30 June 2011 1 July 2011 10 15 August 2011 26 August 2011 11 21 May 2012 15 June 2012 12 28 June 2012 1 July 2012 13 26 February 2013 1 March 2013 14 18 December 2013 6 January 2014 15 22 April 2014 26 May 2014 16 13 May 2014 1 July 2014 17 16 July 2014 25 July 2014 Electricity Industry Code Contents Electricity Industry Code: Seventeenth Edition i CHAPTER 1: THIS CODE 10 Introduction 10 Code objective 10 Scope of the Code 10 Authority 10 Date of effect 11 Application 11 Obligation to remedy 11 Amendment of Code 11 Interpretation 11 Other relevant instruments 11 CHAPTER 2.

2 MANAGEMENT OF DISTRIBUTION BUSINESSES 13 Application of this Chapter 13 This clause is intentionally left blank 13 Distribution Annual Planning Report 13 Distribution Annual Planning Report 13 Minimum service standards 13 Deleted. 13 Deleted 13 Deleted 13 Deleted 13 Guaranteed service levels 13 Distribution authorities 13 Application 13 Wrongful disconnection 14 Connections 14 Customer reconnection 15 Hot water supply 16 Appointments 17 Planned interruptions 17 Reliability 18 Amount of GSL payments 20 Claiming a GSL payment 20 How a GSL payment is paid 20 Small customers with card operated meters 20 Processing claims 21 Caps on entitlements 21 GST 21 Effect of a GSL payment 21 Disputes about GSL payments involving a retail entity 22 Review of guaranteed service levels 22 Electricity Industry Code: Seventeenth Edition ii Reporting and monitoring 22 Distribution entity must monitor performance 22 Reporting requirements 22 CHAPTER 3: DeletedCUSTOMER CONNECTION SERVICES 23 CHAPTER 3.

3 CUSTOMER CONNECTION SERVICES 24 Application of this Chapter 24 Customer Information 24 Standard connection contract 25 Standard connection contract 25 Minimum terms and conditions 25 Liability 26 No indemnity 26 Restrictions on distribution entities limitation of liability in negotiated connection contracts 26 Disconnection 26 Disconnection 26 Disconnection procedures 27 Limitations on disconnection 28 Small customer s liability for connection services 28 Billing 29 Differing terms and requirements 29 Differing terms and requirements 29 CHAPTER 4: CUSTOMER RETAIL SERVICES 31 Application of this Chapter 31 Application of this Chapter 31 Retail contracts 32 Terms of standard retail contract 32 Notice of contract where no application made 32 Minimum terms and conditions for negotiated retail contracts 32 Cooling-off 33 Compliance with applicable regulatory instruments 34 Commencement of financial responsibility under negotiated retail contracts 34 Laws of Queensland to govern negotiated retail contracts 34 No indemnity 34 Restrictions on retail entities limitation of liability in negotiated retail contracts 34 Identifying who is obliged to offer a standard retail contract 35 Electricity Industry Code.

4 Seventeenth Edition iii Commencement of standard retail contracts 35 Commencement of standard retail contracts 35 Ending of retail contracts 36 When a standard retail contract ends 36 Term of a negotiated retail contract 37 Termination of retail contracts by retail entities 38 Expiry of fixed-term contracts 38 Notice period 38 Transitional notice period 39 Expiry of fixed-term benefits 39 Customer Information 40 Obligation to prepare Customer Information 40 Dealing with small customers 40 Retail entities to prepare enquiry procedures 40 Approval and implementation of enquiry procedures 41 Complaint handling 41 Customer communications 41 Applications and connections 42 Retail entities requirements 42 Retail entities requirements when a small customer moves in without first making an application for services 42 Use of credit history information where a small customer seeks a standard retail contract 42 Retail entities obligations to advise the distribution entity of connection applications 43 Illegal use 43 Retail entities rights of recovery for illegal use 43 Non-application of payment difficulties 43 Billing 43 Obligation to bill quarterly* 43 How bills are issued 44 Information on charges which comprise a bill 44 Simultaneous payments for gas and Electricity 44 Other goods and services to a small customer 44 Particulars on each bill 45 Average daily usage 46 Historical billing data 46 Bill format 46 Meter reading 46 Meter reading for billing purposes 46 Advice that a bill is estimated 47 Adjustments to subsequent bills 47 Pass through of cost where access is denied 47 Unmetered supplies 47 Electricity Industry Code.

5 Seventeenth Edition iv Undercharging and overcharging 48 Recovery of undercharges from small customers 48 Process and limitations on recovery 48 Notice and payment to small customers of overcharges 48 Tariff changes and options 49 Obligations on retail entities 49 Change of tariff within a billing cycle 49 Customer applications* 49 Effective date of transfer between tariffs 49 Change in use 50 Notification of price changes 50 Payment 50 Minimum time for payment of a bill* 50 Issue of reminder notices 50 Payment methods* 50 Direct debit 51 Other retail fees and charges 51 Pass through of distribution non-network charges 51 Payments in advance* 52 Long absence or illness 52 Concessions, rebates or grants 52 Payment difficulties 52 Paying by instalments 53 Minimum instalment payment options* 53 When a retail entity may require instalments in advance 53 When a retail entity does not need to offer an instalment plan 53 Obligations on retail entities when offering instalment plans 53 No limitation on payment options 54 Review of a bill 54 Obligation to review a bill on request 54 Time frame for report on request 54 Payments during a review of a bill 54 Customer requests for testing of meters or metering data 54 Procedures following a review of a bill 54 Shortened collection period 55 Shortened collection period 55 Retail entities obligations prior to placing a small customer on a shortened collection period 55 Notice 56 Effect of small customer compliance with shortened collection period 56 Security deposits 56 Requirement for security deposit 56 Amount of security deposit 56 A retail entity must ensure that the amount

6 Of a security deposit for a small customer is not greater than of the customer s estimated bills over a 12 month period, based on 56 Electricity Industry Code: Seventeenth Edition v Estimated monthly or quarterly bills 56 Residential customers 57 Business customers 57 Interest on security deposits 57 Obligation to return a security deposit 57 Return of bank guarantee 58 Identification in a retail entity s accounts 58 Use of a security deposit 58 No unauthorised offset for goods and services other than Electricity 58 Obligation to account 58 Transitional provision 58 Disconnection of a premises 59 Disconnection 59 Non-payment disconnection 59 Limitation on disconnection of residential customers in cases of financial difficulties 59 Obligations prior to disconnection of residential customers 60 Circumstances when a residential customer may be disconnected 60 No obligation to offer instalment plan 61 Limitation on disconnection of business customers 61 Obligations on retail entity prior to disconnection of a business customer 61 Circumstances when a business customer may be disconnected 61

7 Denying access to a meter 61 Illegal use 62 Security deposits 62 Acceptable identification 63 When a retail entity must not arrange disconnection 63 Request for final account or disconnection 64 Reconnection after disconnection 64 Retail entity and small customer obligations 64 Special needs 64 Life support equipment 64 Cessation of requirement for life support equipment 64 Definition of life support equipment 65 Language and large print needs 65 Advice on the use of Electricity 65 Force majeure 65 Effect of force majeure event 65 Deemed prompt notice 66 Situations where clause (a) does not apply 66 Obligation to overcome or minimise effects of force majeure event 66 Settlement of industrial disputes 66 Non-exclusion 66 Electricity Industry Code: Seventeenth Edition vi Obligation to include force majeure clause in negotiated retail contracts 66 CHAPTER 5: SERVICES BETWEEN DISTRIBUTION AND RETAIL ENTITIES 67 Application of this Chapter 67 Standard co-ordination agreement 67 Network billing 67 Service requests 68 Purpose of clause to 68 Process for initiating 68 Authority for standard service orders 68 Initiating standard service orders 68 NMI classification 68 NMI classification LARGE 68 NMI classification SMALL 68 Completion of standard service order 69 Requirement to complete standard service order 69 Preconditions for completion 69 Timeframes for completion 70 Requirement to Complete Disconnection Service Order Requests 74 CHAPTER 6.

8 CUSTOMER TRANSFER AND CONSENT 75 Application of this Chapter 75 Application 75 Compliance obligations 75 Contracting customer transfer functions 75 Compliance with MSATS procedures 75 Consent 75 Obligation to obtain consent 75 Form and retention of consent 75 NMI discovery 76 NMI and NMI checksum 76 NMI standing data 76 Information must not be available though MSATS 76 Transitional provisions 76 Initiation of transfers by retail entities 77 Proposed transfers 77 Cancellation of transfer 77 Electricity Industry Code: Seventeenth Edition vii Meter read methods 77 Notification of non-occurrence of transfer 77 Minimalist transitioning approach 78 Application 78 Discovery requests under a minimalist transitioning approach 78 NMI creation requests under a minimalist transitioning approach 79 Request to create a NMI 79 Population of MSATS 79 CHAPTER 7: RETAIL MARKETING CONDUCT 80 Application of this Chapter 80 Application 80 Non-application to Ergon Energy 80 Non-application by agreement 80 Compliance 81 Compliance 81 Statement of compliance 81 General conduct standards 81 Time of contact 81 Door knocking 81 Telephone marketing 82 Marketing contacts 82 Identification 82 Contact details 82 Termination of marketing contacts 83 Marketing in person 83 Information and details to be provided in writing where marketing is in person 83 Marketing by telephone 83 Marketing by electronic means 84 Record keeping standards 84 Written disclosure statement 84 Consent 85 Training and product knowledge 86 Privacy 86 CHAPTER 8: RETAIL MARKET INFORMATION 87 Application of this Chapter 87 Application 87 Non-application to Ergon Energy 87 Electricity Industry Code.

9 Seventeenth Edition viii Price fact sheets 87 Publishing price fact sheets 87 Form of price fact sheet 87 Expression of price information 87 Provision of information to the QCA 88 Provision of information to the QCA 88 Price comparator 88 Development of price comparator 88 Review of developments in full retail competition 89 QCA monitoring and reporting role 89 Retail entities to supply the number of market and non-market customers 89 Retail entities to supply customer disconnection data 89 Retail entities to supply customer complaint data 90 Distribution entities to supply number of NMI premises 91 Distribution entities to supply disconnection data 91 CHAPTER 9: METERING 93 Application 93 Purpose 93 Application of this chapter 93 Scope 93 Responsibility for meter provision and energy data services 94 Background information 94 Interpretation 94 Preliminary issues 94 Metering installation components 94 Dispute resolution 96 Disaster recovery 97 Document responsibility 97 Appendix and Schedules 97 Responsibility for meter provision 97 Application of clause 97 Overall responsibility requirements 97 Metering installation components meter provision 98 Transitional provision for existing temporary builders supplies 99 Reversion of metering installation types 99 Testing and inspection of metering equipment 99 Installation of meter 100 Responsibility for energy data services 101 Application of clause 101 Metering installation components energy data services 101 Meter reading 102 Validation and substitution of energy data 104 Deleted 104 Calculation of energy data for type 7

10 Metering installation 105 Electricity Industry Code: Seventeenth Edition ix Data storage 105 Information 105 Validation of metering installation database 106 Request for testing of the metering installation 106 CHAPTER 10: GENERAL 108 Definitions and interpretation 108 Definitions 108 Interpretation 119 Schedule 1 - Deleted 121 Schedule 2 - Excluded Locations 122 Schedule 3 - Not used 123 Schedule 4 - Maximum charges (clause ) 126 ANNEXURE A - Standard connection contract ANNEXURE B - Standard retail contract ANNEXURE C - Standard co-ordination agreement Electricity Industry Code: Seventeenth Edition 10 CHAPTER 1: THIS CODE Introduction Code objective The objective of this Code is to promote efficient investment in, and efficient use of, Electricity services for the long-term interests of Queensland customers about: (a) price, quality, reliability and security of supply of Electricity ; and (b) the reliability, safety and security of the Queensland Electricity system.


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