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.
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.
