AER - Better Bills Guideline Behavioural and Consumer Research - Targeted focus group findings - Culturally and linguistically diverse consumers

The AER has a strategic partnership with the Behavioural Economics Team of the Australian Government (BETA).

In March to April 2021 BETA conducted a comprehensive review of existing research on billing. A research plan was designed to fill identified knowledge gaps, and feedback on the proposed research was sought from industry and consumer stakeholders in May 2021.

The resulting research commissioned from BETA, Hall & Partners and the Ethnic Communities Council of NSW was conducted in June and July 2021. The findings provide insight into how consumers use and understand their energy bills, as well as addressing key research questions about how bills can be simplified and bill comprehension can be improved.

During November and December 2021 the AER conducted further testing of small business customer billing needs and preferences. During February 2022 the AER commissioned the Behavioural Insights Team (BIT) to conduct additional testing on how best to present customers with information about better energy plan offers available to them (better offer).

Research findings from focus groups and BIT are available below. Research findings from BETA are available on the Improving energy bills page of their website.