On 1 May 2025, the AER announced that we will review four of our enforceable retail guidelines in 2025-26, including:
the Benefit change notice guidelines, which set out obligations for retailers in relation to notifying small customers when a benefit in their market retail contract is expiring or changing
the Better bills guideline, which sets out obligations for retailers in relation to preparing and issuing bills that make it easy for small customers to understand billing information
the Customer hardship policy guideline, which sets out obligations for retailers in relation to their customer hardship policies
the Retail pricing information guidelines, which set out obligations for retailers in relation to the presentation of standing and market offer prices, including on our price comparator website Energy Made Easy.
Following initial scoping and analysis, we have decided to take a holistic approach to reviewing these four guidelines, with a view to consolidating them into a single, easy-to-use document. This approach will maximise alignment and minimise duplication within the guidelines, making it easier for retailers to understand their obligations.
It will also make it easier for stakeholders to participate in the consultation process, which will now have two stages:
- We expect to publish an initial consultation paper in November 2025, which will consult on the proposed approach to consolidating the guidelines and issues for consideration in updating obligations within the guidelines, including specific proposed changes to the Benefit Change Notice Guidelines.
- We aim to consult on a draft of the consolidated guidelines in April 2026.
Stakeholders will be invited to participate in consultation processes as the review progresses.
