The Family Violence Rules: Guidance for Energy Retailers sets out the key responsibilities under National Energy Retail Rules to customers affected by family violence and our compliance expectations.
Type
Sector
Electricity
Gas
Segment
Retail
Categories
Guidance
Release date
Retailer obligations
Energy retailers have a crucial role in supporting customers affected by family violence and reducing and preventing the harm that perpetrators can impose through the energy market.
All energy retailers must develop and implement a family violence policy to identify and support customers affected by family violence.
Under the National Energy Retail Rules, all energy retailers must have a family violence policy published on their website that sets out how they will identify and assist customers affected by family violence.
Retailers must be able to effectively apply and uphold their policy by having systems, processes, and appropriately skilled staff in place to ensure successful implementation.
We do not have a role in approving retailer family violence policies, however, we may review these policies from time to time to assess compliance with the requirements of the Retail Rules. If a policy is found to be non-compliant, the AER may consider further action on a case-by-case basis.
We have published guidance to support retailers with understanding their key responsibilities to customers affected by family violence. This sets out our expectations for compliance and how retailers may achieve the objectives of the obligations.
Go to the Family Violence Rules: Guidance for Energy Retailers
Family violence can have long-term financial impacts on affected customers and their families. Family violence can take many forms, including economic and financial abuse which can manifest in different ways relating to energy, for example, debt being accrued as a form of abuse against the affected customer.
Retailers are required to recognise family violence as a likely cause of a residential customer being a hardship customer or experiencing payment difficulties.
Ongoing compulsory reporting
The AER has procedures and guidelines to follow for retail compliance and retail performance reporting.
From 1 April 2025, retailers must self-report breaches of certain family violence obligations immediately. Other breaches must be reported on a half yearly basis or as soon as reasonably practicable where a material breach is identified.
The AER will approach each potential compliance and enforcement matter on a case-by-case basis, consider all relevant circumstances, and apply the factors set out in the AER’s Compliance and Enforcement Policy.
From 1 July 2025, retailers must report quarterly data around the number of customers affected by family violence flagged in their system, as well as the number of those customers who are on a payment plan or access the retailer’s hardship program.
Go to the Retail Performance Reporting Procedures and Guidelines
Family violence
Family violence, also referred to as domestic violence or abuse, involves a pattern of behaviour intended to coerce, control or dominate someone in a domestic, intimate, family, or family-like relationship.
Family violence may take many forms including physical, emotional, psychological, financial, economic, sexual, social, technological and spiritual abuse. Children and young people can also be impacted by family violence, both directly or indirectly by hearing, witnessing, or being exposed to its effects.
Everyone has a role to play in ending family violence. Developing a shared understanding of this issue is an important first step to addressing it.
Supporting consumers affected by family violence is an enduring AER Compliance and Enforcement priority, which means the AER will always prioritise issues impacting consumers affected by family violence.
Helpful resource: Understanding family violence
Content note: This video provides information about family violence and how energy retailers can support affected customers. No graphic images will be shown. Please note these supports are not available to perpetrators of family violence. If this content raises any concerns for you, please call 1800RESPECT or 1800FullStop for free, confidential and 24/7 support.
[WHAT IS FAMILY VIOLENCE?]
Family violence is when someone in a family or family-like relationship uses violence, threats or control to make another person feel unsafe.
This includes financial control, emotional or psychological harm, physical or sexual abuse, or isolating someone from their community and support networks.
[ACCESS TO ENERGY IN FAMILY VIOLENCE SITUATIONS]
Energy services can be exploited by perpetrators to cause harm in many ways.
Including by limiting access to power, heating and cooling; refusing to help pay for energy bills; or setting up an account without consent to cause financial harm.
[IDENTIFYING CUSTOMERS IMPACTED BY FAMILY VIOLENCE]
Some customers may not say directly that they are impacted by family violence. They may show signs, such as hesitation or anxiety, describe someone else controlling their finances, or have difficulty paying bills.
Listen carefully and respond with empathy.
If you suspect someone is impacted by family violence, use indirect questions to identify whether support may be needed, and then provide it.
Listening and responding appropriately can make a difference to customers impacted by family violence.
Read more about your obligations at aer.gov.au
Family violence support services
Documents
Documents
Family Violence Rules
We've set out the key responsibilities under National Energy Retail Rules and our compliance expectations of retailers to customers affected by family violence.
Content type
Document