The Australian Energy Regulator (AER) is reviewing four retail guidelines: the Benefit Change Notice Guidelines, Better Bills Guideline, Customer Hardship Policy Guideline and Retail Pricing Information Guidelines.
The review aims to bring the four guidelines together into a single Retail Guidelines document making retailers’ obligations clearer and easier to implement while supporting better customer experiences.
The AER published its draft Retail Guidelines in June 2026 for consultation with a view to finalising its review and publishing final Retail Guidelines by 30 September 2026. This was intended to meet the transitional arrangements for the AER to review and update relevant AER Guidelines by 30 September 2026 under the Improving consumer confidence in retail energy plans, Assisting hardship customers and Improving the ability to switch to a better offer rule changes.
The AER will now publish the final Retail Guidelines after 30 September 2026. The AER is determining a revised date for publication of the Retail Guidelines and will announce it once confirmed.
The draft Retail Guidelines attracted 32 written submissions and three verbal responses. We are taking the time needed to fully consider the consultation feedback and finalise requirements that are clear, balanced, and deliver the intended consumer protections.
The AER is also determining when retailers will be required to comply with the amended guidelines, ensuring sufficient notice to support implementation, and will address this in the revised guidelines.
The revised publication timing of the final Retail Guidelines will not affect the commencement date of the rule change requirements, including those that commence on 30 December 2026. The AER expects retailers to continue implementation planning for these obligations and to raise any barriers to full compliance as early as possible with the AER.
Further information will be published when the final Retail Guidelines are announced.