We approve customer hardship policies
Under the National Energy Retail Law, all energy retailers must have a customer hardship policy that supports residential customers experiencing payment difficulties.
The policy must also assist those customers to better manage their energy bills on an ongoing basis.
Residential customers should have access to support and options from their retailer to meet their payment obligations. Disconnection should only ever be a last resort option.
Our role is to approve an energy retailer’s customer hardship policy in line with our Customer hardship policy guideline.