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Customer Charter

What you can expect from us and how we can meet your expectations

Customer relationship

The Customer Charter explains our relationship with you, what you can expect from us and what we would like from you so that we can meet your expectations. It explains your legal rights, entitlements and obligations under the Electricity Distribution Code.

Download a copy of the Customer Charter.

The Victorian Essential Services Commission regulates essential services, including electricity. Its Electricity Distribution Code of Practice regulates the distribution of electricity to customers so that it is undertaken in a safe, efficient and reliable manner.

Customer care

Did you know that about 24%* of your electricity bill goes towards delivering power to your home or business?

That cost helps us provide you with a safe and reliable electricity supply and make sure that we are here for you 24 hours a day, 7 days a week.

We also offer a range of free, online portals to make it easier for you to save money on your energy bill, access connection and outage information, and manage your communication preferences.

Make sure you are getting the best retail deal. Sign up for myEnergy and compare your rate through Victorian Energy Compare.

*CitiPower network distribution charges are approx. 22% of the average household electricity bill and Powercor network distribution charges are approx. 24%.

Documents and Resources

Customer Charter

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