Jemena enters enforceable undertaking for allegedly failing to notify customers of a planned interruption

The Essential Services Commission has accepted a court enforceable undertaking from Jemena Electricity Networks (VIC) Ltd (Jemena) after it allegedly failed to notify 49 customers of a planned power interruption in Heidelberg Heights in April 2023. One of those customers was a registered user of life support equipment.

In line with commission’s reporting requirements, Jemena self-reported to the commission it had failed to notify the 49 customers of a planned interruption. The commission’s investigation found evidence that Jemena had breached Victoria’s energy laws, which require distributors to provide customers with written notice at least four business days before a planned power interruption.

Chairperson and Commissioner Kate Symons says protecting customers experiencing vulnerability, and particularly those who rely on energy for life support, is an enduring compliance priority for the commission.

“Energy distributors must ensure that customers are notified in writing at least four business days before a planned outage. This rule protects customers from being unexpectedly left without power, and is especially important for customers who rely on a stable supply of power for life support equipment.

“In accepting the enforceable undertaking, Jemena has committed to a legally binding obligation to improve its processes and provide regular progress reports to the commission.”

Under the terms of the enforceable undertaking, Jemena must provide compulsory annual training to staff on planned interruptions and the broader requirements of the Electricity Distribution Code of Practice, implement stricter cross-checking of notification requirements, and submit additional reporting to the commission about their progress implementing the undertaking.

This is the second time the commission has taken enforcement action against Jemena for alleged breaches of planned interruption obligations. Jemena paid penalties for similar conduct in June 2023.