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 2023-24

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. 

Better Bills Guideline: AER decision on application for additional message - Simply Energy (February 2024)

Compliance reports
Electricity
Gas
The AER has considered an application from Simply Energy to include an additional message, not required by the Better Bills Guideline, among Tier 1 information (or on the front page) on their revised customer bills.

AER Compliance and enforcement update July to December 2023

Compliance reports
Electricity
Gas
Our report on compliance and enforcement activities from 1 July to 31 December 2023.

AER has written to retailers to outline expectations on hardship obligations

Compliance reports
Electricity
Gas
The AER has written to retailers to remind them of their hardship obligations under the National Energy Retail Law and National Energy Retail Rules.

CAM Engineering and Construction Pty Ltd: alleged breach of the National Energy Retail Law

Compliance reports
Electricity
On 19 October 2023, the AER instituted proceedings in the Federal Court against CAM Engineering for an alleged breach of section 112(2) of the Retail Law.

Better Bills Guideline: AER decision on application for additional message - Origin Energy

Compliance reports
Electricity
Gas
The AER has considered an application from Origin Energy to include an additional message, not required by the Better Bills Guideline (Guideline), among Tier 1 information (or on the front page) on their revised customer bills.

Better Bills Guideline: AER decisions on application for additional message - Microgrid Power and Next Business Energy

Compliance reports
Electricity
Gas
The AER has considered applications from Microgrid Power and Next Business Energy to include an additional message, not required by the Better Bills Guideline (Guideline), among Tier 1 information (or on the front page) on their revised customer bills