On 4 February 2019, the AER released the draft Guideline for consultation and is accompanied by the Notice of draft instrument, which explains the development of the draft Guideline.
Draft decision
AER Draft Customer Hardship Policy Guideline - 4 February 2019
Content type
Document
Notice of Draft Instrument - AER Customer Hardship Policy Guideline - 4 February 2019
Content type
Document
Submissions
-
Interested parties were invited to make submissions on the draft Guideline by 4 March 2019.
AGL - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
Australian Council of Social Service - Submission to Draft Customer Hardship Policy Guideline - 5 March 2019
Content type
Document
COTA Queensland - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
Ergon Energy Retail - Submission to Draft Customer Hardship Policy Guideline - 6 March 2019
Content type
Document
Ethnic Communities' Council NSW - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
Energy & Water Ombudsman NSW - Submission to Draft Customer Hardship Policy Guideline - 1 March 2019
Content type
Document
Energy & Water Ombudsman QLD - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
Energy & Water Ombudsman SA - Submission to Draft Customer Hardship Policy Guideline - 21 February 2019
Content type
Document
Energy & Water Ombudsman Victoria - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
NSW Council of Social Service - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
Origin Energy - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
Public Interest Advocacy Centre - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
Powershop - Submission to Draft Customer Hardship Policy Guideline - 28 February 2019
Content type
Document
Queensland Council of Social Service - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
Queensland Farmers' Federation - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
Red and Lumo Energy - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
Simply Energy - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
St Vincent de Paul Society NSW - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
Tasmanian Council of Social Service - Submission to Draft Customer Hardship Policy Guideline - 4 March 2019
Content type
Document
Uniting Communities - Submission to Draft Customer Hardship Policy Guideline - 5 March 2019
Content type
Document
Victorian Council of Social Service - Submission to Draft Customer Hardship Policy Guideline - 5 March 2019
Content type
Document
Stakeholder forum
The AER held a stakeholder workshop in Melbourne on 25 February 2019 to provide an opportunity for interested stakeholders to provide early comments on the draft Guideline. Workshop participants included consumer advocates, retailers, ombudsman services and other experts. The workshop was run by an independent facilitator.
The AER sought views on whether the draft Guideline will improve outcomes for customers experiencing hardship, and whether there are serious impediments to retailers implementing the Guideline. 32 organisations participated.
AER - Summary of Draft Customer Hardship Policy Guideline Stakeholder Workshop - 25 February 2019
Content type
Document