On 8 November 2018, the AER released an issues paper seeking feedback from stakeholders on standardised statements for use in customer hardship policies.

Consultation on the standardised statements for use in customer hardship policies closed on Friday 7 December 2018.

On 10 December 2018, we released an issues paper seeking feedback from stakeholders on the development of the Guideline. We sought stakeholder comment on four key consultation issues:

1. How should the Guideline best ensure that consumers are effectively informed about their rights?
2. How should the Guideline support consistent application of the Retail Law minimum standards?
3. How should the Guideline support consumers most in need of hardship assistance to receive it?
4. How should the Guideline facilitate more customers completing hardship programs successfully?

Consultation on the Guideline issues paper closed on Monday 14 January 2019.