AER issues paper - Benefit Change Notice Guidelines - 23 February 2018

On 23 February 2018, we released an issues paper seeking feedback on the development of the Benefit Change Notice Guidelines (the Guidelines), which will specify how retailers are required to notify customers when the benefits under their market retail contracts are ending or changing.

We sought stakeholder views to assist us to form positions on the following questions:

1. Should any benefit changes be excluded from the requirement to send a notice?
2. Should a historical billing amount or additional comparison figure be included in the benefit change notice? 
3. What approach should be taken with regards to the provision of energy consumption data?
4. How should information in the benefit change notice be ordered and presented?
5. What should be the headline statement or ‘call to action’?