Email
Consumerpolicy@aer.gov.au

Contact for

Have your say on payment difficulty protections

Communications
Electricity
Gas
We've released an Issues Paper to review the payment difficulty protections in the National Energy Customer Framework (NECF). Submissions close 28 June 2024.

Better bills guideline - Version 2

Guidelines
Electricity
Gas
Current
Better bills helps build consumer trust and participation in the energy market by helping them make more confident decisions.

Towards energy equity - a strategy for an inclusive energy market

Reviews
Electricity
Gas
Current
Our strategy seeks to tackle the enduring issues that prevent consumers experiencing vulnerability from getting what they need from Australia’s energy system.

AER releases new materials to support compliance with the Better Bills Guideline

Communications
Electricity
Gas

Better bills guideline - Version 1

Guidelines
Electricity
Gas
Current
On 18 March 2021, the Australian Energy Market Commission (AEMC) made a final rule requiring us to publish a Better bills guideline (the Guideline) by 1 April 2022. The purpose of the Guideline is to provide guidance to retailers on preparing and issuing bills that make it easy for residential and small customers to understand billing information.

New Consumer Challenge Panel appointed

Communications
Electricity
Gas

AER invites stakeholder views on Better Bills

Communications
Electricity
Gas

Customer hardship policy guideline

Guidelines
Electricity
Gas
Current
Under the National Energy Retail Rules, rule 75A(1) requires the AER to develop, maintain and publish a binding and enforceable Customer hardship policy guideline.

AER publishes draft Hardship Guideline

Communications
Electricity
Gas

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

Communications
Electricity
Gas

Developing a toolkit to help consumer-facing energy businesses identify vulnerability

Guidelines
Electricity
Gas
Open
Consultation is open on the draft Customer engagement toolkit: Better practices for identifying and supporting consumers experiencing vulnerability.

Review of payment difficulty protections in the National Energy Customer Framework

Reviews
Electricity
Gas
Open
Our issues paper investigates changes to the framework that would ensure that consumers experiencing payment difficulty receive effective, tailored assistance.