AER invites submissions on Standardised Statements for use in customer hardship policies

The Australian Energy Regulator today released draft Standardised Statements for use in customer hardship policies for consultation.

The consultation is the first step in seeking stakeholder views on standardised statements the AER considers should be included in all customer hardship policies. The standardised statements are designed to indicate what specific actions and assistance a retailer will take to identify and assist hardship customers. The statements would give effect to the minimum requirements set out in the Retail Law for the purpose of guiding consumers on their rights and obligations. 

The AER is seeking stakeholder feedback on the proposed standardised statements. The consultation paper also details the purpose, scope and operation of the statements.

Subject to the final rule to be made by the AEMC in response to a proposal by the AER for binding Hardship Guidelines, the AER expects to undertake additional consultation on this important issue in the coming months.

Invitation for submissions

Interested parties are invited to make written submissions on the issues paper by 7 December 2018.

Submissions should be sent electronically to with the subject line “Submission – Standardised statements for use in customer hardship policies”.

Alternatively, written submissions can also be sent to:

Ms Sarah Proudfoot
General Manager, Consumers and Markets
Australian Energy Regulator
GPO Box 520
Melbourne VIC 3001

Issued date: 
8 November 2018
AER reference: 
AC 136/18
General enquiries - Consumer and Policy