Under the Retail Law, the AER will be responsible for reporting on the performance of regulated entities. The AER’s Retail Market Performance Reports will include information on customer service and complaints, the handling of customers experiencing payment difficulties, prepayment meters, security deposits, concessions, disconnections and reconnections. The Performance Reports will also include an overview of the retail market and the hardship program indicators.
To support this new role, the AER is empowered to develop Performance Reporting Procedures and Guidelines. The Guidelines specify the manner and form in which energy businesses must submit information and data to the AER relating to their performance.
The AER commenced consultation on approaches to performance monitoring and reporting with the release of issues papers in April and June 2010, and a position paper including proposed reporting requirements in November 2010. In April 2011, the AER released draft performance reporting procedures and guidelines. These papers, and written submissions received in response to them, are available below.
The AER has used this consultation to inform its final Performance Reporting Procedures and Guidelines, which were released on 26 July 2011. The guideline will take effect from 1 July 2012.
The final guideline and accompanying notice of final instrument are available below.
July 2011 Notice of Final Instrument, AER Performance Reporting Procedures and Guidelines
