Horizon Power :: Regulation and Consumer Protection

What is the Economic Regulation Authority of Western Australia?

The Economic Regulation Authority of Western Australia ("the ERA") is the regulatory body with responsibility for the electricity industry. It is also responsible for existing regulatory functions in gas, rail and water (as from 1 January 2004).

The ERA has the power for inquiry, reporting, access regulation, licensing and other functions for the industries under its remit.

What controls retailers' behaviour?

All retailers will be required to comply with the relevant legislation and regulation governing the electricity sector. In 2004, the Government introduced a Customer Code of Conduct to Supply Electricity To Small Use Customers, which regulates and controls the conduct of retailers, distributors and electricity marketing agents within the WA electricity market.

The Code's objective is to protect the interests of customers who generally have little or no market power. For this reason, the Code only applies to customers who consume not more than 160 MWh of electricity per annum, which equates to an average daily use of less than 438 units.

What if I have a problem with my retailer?

All retailers are required to have complaint resolution procedures in place, and in the first instance, you should contact your retailer if you have a complaint.

An Electricity Ombudsman has been created to resolve complaints made to it about retailers. If you are not happy with our response you may contact the Electricity Ombudsman on 1800 117 000.