Issue date
AER reference
AC 34/23

The AER has released an interim guidance note on the new family violence protections in the Retail Rules which are due to commence on 1 May 2023.

These new obligations are designed to improve energy retailers’ response to and support of customers experiencing family violence across National Energy Customer Framework jurisdictions.

The AER’s guidance outlines energy retailers’ key responsibilities to customers affected by family violence and sets out the AER’s compliance expectations.

The interim guidance note will be updated and finalised in the future to include any civil penalty provisions and to clarify or refine aspects following feedback from energy retailers.


These new obligations are the result of a rule change process conducted by the Australian Energy Market Commission (AEMC). In September 2022, the AEMC published its final determination and the final rule.  

Improving protections for consumers affected by family violence is an action in the AER’s Towards Energy Equity Strategy.