We are reviewing the Benefit Change Notice Guidelines, Better Bills Guideline, Customer Hardship Policy Guideline and Retail Pricing Information Guidelines.
Collectively we are calling this our Retail guidelines review.
These guidelines shape many customer experiences, including choosing and comparing plans, receiving bills, understanding changes to plan benefits and accessing payment difficulty assistance.
We are updating the guidelines to better reflect the energy market of today and tomorrow.
On 12 November 2025, we published a consultation paper seeking feedback on opportunities to:
- improve retailer communications
- manage increasing complexity of energy plans and information
- make it easier for customers to access a better offer
- improve price transparency
- improve payment assistance information.
We are also simplifying the guidelines and combining them into a single, easy-to-use document. This will make it easier for retailers to understand their obligations, which will result in better experiences for energy customers.
Feedback can be provided in writing or verbally in a consultation call. Email us at consumers
aer [dot] gov [dot] au (consumers[at]aer[dot]gov[dot]au) or book a consultation meeting here.
