Announcing our review

We are reviewing and combining 4 enforceable retail guidelines to simplify the regulatory framework and improve energy information for customers.

The guidelines apply to authorised retailers operating in the ACT, NSW, Queensland, South Australia and Tasmania. We are reviewing the:

• Retail Pricing Information Guidelines, which set out obligations for retailers in relation to the presentation of standing and market offer prices, including on our price comparator website Energy Made Easy
• Benefit Change Notice Guidelines, which set out obligations for retailers in relation to notifying small customers when a benefit in their contract is expiring or changing
• Better Bills Guideline, which sets out obligations for retailers in relation to preparing and issuing bills that make it easy for small customers to understand billing information
• Customer Hardship Policy Guideline, which sets out obligations for retailers in relation to their customer hardship policies.

While each guideline has its own scope and purpose, there is some overlap between them. The guidelines shape many customer experiences, including choosing and comparing plans, receiving bills, understanding changes to plan benefits and accessing payment difficulty assistance.

By reviewing and combining these guidelines into a single document, we aim to simplify the regulatory framework to improve outcomes for customers, help retailers navigate what they’re required to do for their customers and make energy plans and bills easier to understand for everyone.

Indicative timeline

We will complete the review in September 2026. Until this review is completed, we expect retailers to comply with the current versions of the relevant guidelines.