Email
Consumerpolicy@aer.gov.au
Contact for
Minimum disconnection amount – 2025 review
The AER has reviewed the minimum disconnection amount for the National Energy Customer Framework, increasing it from $300 to $500, effective from 1 July 2026.
Type
Reviews
Status
Current
AER is increasing the minimum disconnection amount from 1 July 2026
Following consultation, the AER has published a final decision to increase the minimum disconnection amount from $300 to $500 (including GST) from 1 July 2026.
Type
Communications
Updated consultation process for AER retail guidelines review
We've streamlined how we will review four of our retail guidelines during 2025-26 which will also make it easier to participate in the consultation process.
Type
Communications
AER writes to retailers to confirm expectations regarding continuation of energy bill relief messages
The AER has confirmed retailers must continue to include specified messages on electricity bills in line with the Better Bills Guideline (section 37).
Type
Communications
AER is consulting on a new minimum disconnection amount for the National Energy Customer Framework
We are consulting on a new minimum disconnection amount, with submissions closing on Wednesday, 18 June 2025.
Type
Communications
AER releases findings from Review of payment difficulty protections in the National Energy Customer Framework
The findings from our Review of payment difficulty protections in the National Energy Customer Framework identify 13 opportunities to strengthen protections.
Type
Communications
Review of payment difficulty protections in the National Energy Customer Framework
We have now completed our Review of payment difficulty protections in the National Energy Customer Framework.
Type
Reviews
Status
Current
AER is reviewing four retail guidelines in 2025 and 2026
View our timeline for review of enforceable guidelines that apply to authorised retailers operating in the ACT, NSW, Queensland, South Australia and Tasmania.
Type
Communications
Forum on the AER’s payment difficulty protections review
We are holding a forum to provide stakeholders with an update on our Review of payment difficulty protections in the National Energy Customer Framework.
Type
Communications
Have your say on payment difficulty protections
We've released an Issues Paper to review the payment difficulty protections in the National Energy Customer Framework (NECF). Submissions close 28 June 2024.
Type
Communications
Better bills guideline - Version 2
Better bills helps build consumer trust and participation in the energy market by helping them make more confident decisions.
Type
Guidelines
Status
Current
Towards energy equity - a strategy for an inclusive energy market
Our strategy seeks to tackle the enduring issues that prevent consumers experiencing vulnerability from getting what they need from Australia’s energy system.
Type
Reviews
Status
Current
AER releases new materials to support compliance with the Better Bills Guideline
Type
Communications
Better bills guideline - Version 1
On 18 March 2021, the Australian Energy Market Commission (AEMC) made a final rule requiring us to publish a Better bills guideline (the Guideline) by 1 April 2
Type
Guidelines
Status
Historical
Customer hardship policy guideline
Under the National Energy Retail Rules, rule 75A(1) requires the AER to develop, maintain and publish a binding and enforceable Customer hardship policy guideline.
Type
Guidelines
Status
Current
Customer Engagement Toolkit
The customer engagement toolkit provides guidance, support and resources to energy businesses to identify and support consumers experiencing vulnerability.
Type
Guidelines
Status
Current