AER publishes draft Customer Service Incentive Scheme

The AER published the draft Customer Service Incentive Scheme (CSIS) on 17 December 2019. The draft CSIS sets out a principles based framework for the AER to consider incentive designs that distribution network service providers (DNSPs) will develop in consultation with their customers. The objective of this scheme is to provide DNSPs with an incentive to deliver customer services in accordance with the preferences of their customers.

Invitation for submissions

We invite stakeholders to make written submissions on our proposed amendments by 14 February 2020. Submissions should be emailed to

Alternatively, written submissions can also be sent to:

Ms Sarah Proudfoot
General Manager, Consumers and Markets
Australian Energy Regulator
GPO Box 3131
Canberra ACT 2601

We prefer all submissions be publicly available to facilitate an informed, transparent and robust consultation process. Accordingly, submissions will be treated as public documents unless prior arrangements are made with the AER to treat the submission, or portions of it, as confidential. We request parties wishing to submit confidential information to:

  • clearly identify the information that is the subject of the confidentiality claim; and
  • provide a non-confidential version of the submission.

We will place all non-confidential submissions on our website. For further information on our use and disclosure of information provided to us, see the ACCC/AER Information Policy.

Issued date: 
17 December 2019
AER reference: 
AC 192/19
Regulatory Innovation enquiries, Mr Andrew Ley