Review of the Retail Exempt Selling Guideline – Request for submissions

The Australian Energy Regulator (AER) invites submissions from energy consumers on the Draft Retail Exempt Selling Guideline (Draft Guideline) and its accompanying Notice of Draft Instrument by Tuesday 19 December 2017.

As part of this review, we propose changes to the Guideline to:

  • improve dispute resolution options for residential exempt customers by requiring exempt sellers with residential customers to be members of, or subject to, a relevant energy ombudsman scheme where they can be accommodated by the scheme,
  • place a clear obligation on exempt sellers to have complaints and dispute handling procedures, and
  • align a number of customer protections within the Guideline with the National Energy Retail Law (Retail Law).

The proposed dispute resolution changes to the Guideline are the next step in our work with the Australian and New Zealand Energy and Water Ombudsman Network (ANZEWON) to consider how access to ombudsman schemes for exempt customers should be expanded. As part of this work, we have also considered stakeholder feedback to our June 2017 issues paper, and outline our final policy position in the Notice of Draft Instrument.

The Draft Guideline and Notice of Draft Instrument have been prepared in line with the retail consultation procedure set out in rule 173 of the National Energy Retail Rules. For ease of reference, track changes have been retained in the draft guideline indicating the changes introduced from version 4 of the Guideline.  

How do I submit my feedback?

Interested stakeholders can forward their feedback through either written submissions or can discuss the changes in-person at an upcoming stakeholder forum.

Invitation for submissions

Stakeholders are invited to provide written submissions on the Draft Guideline by close of business, Tuesday 19 December 2017.

Submission may be sent by email to in Microsoft Word (or text readable document) format or by post to:

General Manager - Retail Markets
Australian Energy Regulator
GPO Box 520
Melbourne VIC 3001

Stakeholder forum

A stakeholder forum will be held at 9–11am AEST, Thursday 14 December 2017 to discuss the proposed dispute resolution changes. The forum will also cover proposed changes to the AER’s Electricity Network Service Provider Registration Exemption Guideline and will take place at the AER offices in Sydney, Melbourne, Adelaide, Brisbane, Canberra, Hobart, and Townsville.

If you are interested in attending, please register your attendance by email to noting your organization, the names of people attending and your location.

Issued date: 
6 November 2017
AER reference: 
AC 147/17