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. 

AER has written to retailers to outline expectations on pricing notifications following DMO 6 amendment

Compliance reports
Electricity
The AER has written to retailers to outline expectations for notification obligations of variations to tariffs and charges following the DMO 6 amendment.

AER has written to retailers to outline expectations regarding Buy Now, Pay Later services

Compliance reports
Electricity
Gas
The AER has written to retailers to outline expectations regarding Buy Now, Pay Later (BNPL) services.

AER has written to retailers to outline expectations regarding HelpPay

Compliance reports
Electricity
Gas
The AER has written to retailers to outline expectations regarding HelpPay.

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

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

Ergon Energy: alleged breaches of the life support obligations

Compliance reports
Electricity
Ergon Energy has paid two infringement notices totalling $135,600 issued by the AER.

AER has written to retailers to outline expectations on notifying customers of variations to electricity tariffs and charges

Compliance reports
Electricity
Letter to retailers to remind them of their obligations in relation to notifying customers of variations to electricity tariffs and charges.