BIT - AER Better Bills research - Final report

On publication of the Guideline, the AER committed to working with industry to promote and support compliance with the Guideline. This included providing educative materials, such as an illustrative example bill.

Example bill

In September 2022, the AER released two example bills and accompanying explanatory information illustrating the requirements of the guideline. These materials drew on new consumer testing by the Behavioural Research Team (BIT), which has also been published.

During May–June 2022, BIT undertook rigorous two-phase consumer testing of multiple bill prototypes with 2,030 customers, including culturally and linguistically diverse consumers, consumers who are small business customers, and consumers who prefer not to engage digitally with their energy retailer. The bill prototypes were designed to prioritise comprehension and comply with the new billing requirements in the Better Bills Guideline. The research report is published below, along with an accompanying technical appendix.

The example bills were refined based on the findings of this research. They demonstrate the application of the design principles for bills in paginated and unpaginated formats. The accompanying explanatory information illustrates how the example bills have used the research findings and design principles to prioritise comprehension of billing information.

We envisage that these materials will assist retailers in understanding the requirements of the Guideline.

Retailer factsheet

In February 2023, the AER released a factsheet setting out key obligations under the Guideline. This factsheet is aimed at energy retailers, but may also be helpful for other stakeholders.