Building trust and confidence

Compliance and enforcement of retail energy market laws, rules and regulations is how we build trust and confidence in Australia’s energy system.

Our compliance and enforcement team works to ensure those selling or supplying energy are following the obligations as set out in the National Energy Customer Framework.

Our Compliance and Enforcement Priorities help guide our enforcement work and proactive compliance efforts and also signal areas where we consider that behavioural change in the market is required. 

View the priorities for 2024-25

When taking action, we seek to stop unlawful conduct, hold non-compliant parties to account, educate and deter future non-compliance. We assess each matter on its own merits, taking into account all the relevant facts and circumstances.

Customer hardship

Under the Retail Law, authorised retailers must develop, maintain and implement customer hardship policies that requires them to identify residential customers experiencing payment difficulties due to hardship and assist them in better managing their energy bills on an ongoing basis. 

Our role is to approve is to approve a retailer’s hardship policy and monitor their performance in applying the policy. 

Policies, procedures and guidelines

Compliance and Enforcement Policy

We've set out our commitment to the principles of transparency and accountability in carrying out our compliance and enforcement work.

Customer Hardship Policy Guideline

Authorised retailers must develop, maintain and implement customer hardship policies that requires them to identify residential customers experiencing payment difficulties.

Compliance Procedures and Guidelines

We have set out what we expect from energy retailers to ensure they are complying with national energy retail law, rules and regulations.

Retail Pricing Information Guidelines

This document is the main regulatory instrument that set out how retailers must provide information about their plans. to customers as well as data to enable price comparisons. 

Recent reports and activity

View our latest enforcement matters, policies and guidelines, half-yearly reports, compliance checks and other documents relating to our retail compliance and enforcement activities. 

Powershop Australia Pty Ltd: Alleged breaches of the National Energy Retail Rules

Powershop has paid eight infringement notices totalling $542,400 issued by the AER for alleged breaches of its life support obligations under the Retail Rules.
Type
Compliance reports
Sector
Electricity

Section 37 decision for retailers re-using plan names

The AER made a decision under section 37 of the Better Bills Guideline for all retailers who re-use plan names.
Type
Compliance reports
Sector
Electricity
Gas

AER informs retailers about enforcement outcomes and compliance expectations regarding hardship obligations

Letter to retailers to inform them of enforcement outcomes and remind them of their obligations concerning identification and treatment of hardship customers.
Type
Compliance reports
Sector
Electricity
Gas

Guidance to retailers: Notice to small customers on smart meter installation

The AER provides guidance to retailers on the update to Retail Rules requiring notice to small customers on new smart meter installation
Type
Compliance reports
Sector
Electricity

Red Energy Pty Limited: Alleged breaches of the National Energy Retail Law

Red Energy has paid seven infringement notices totalling $474,600 and provided an enforceable undertaking to the AER for alleged breaches of the Retail Law.
Type
Compliance reports
Sector
Electricity
Gas

M2 Energy Pty Ltd: Alleged breaches of the National Energy Retail Rules

Dodo has paid six infringement notices totalling $406,800 and provided an enforceable undertaking to the AER for alleged breaches of the Retail Rules.
Type
Compliance reports
Sector
Electricity
Gas