M2 Energy Pty Ltd (Dodo Power & Gas) penalty notices 2024

M2 Energy Pty Ltd (trading as Dodo Power & Gas) has paid a total of $825,472 in penalties after we issued penalty notices on 13 August 2024.

We issued 20 penalty notices to Dodo Power & Gas after it allegedly failed to credit 1,325 guaranteed service level payments to 978 customers within required timeframes between May 2022 and February 2024.

Electricity distributors in Victoria must meet minimum service levels for customers, known as guaranteed service levels. The guaranteed service levels cover events such as low supply reliability, delayed connections or where distributors are late to scheduled appointments.

When a distributor fails to meet the guaranteed service levels, they must make guaranteed service level payments to affected customers. Distributors make these guaranteed service level payments to the customer’s electricity retailer. The Energy Retail Code of Practice requires retailers to apply these payments to customer accounts within the prescribed timeframes.

It is alleged that Dodo Power & Gas breached these rules by allegedly failing to pass on these guaranteed service level payments within the required timeframe.

We also issued two penalty notices to Dodo Power & Gas for allegedly failing to report the guaranteed service level payment breach and a separate disconnection breach to the commission within the prescribed timeframe under our reporting framework.