The AER has published guidance for exempt sellers on new family violence obligations.
This guidance will assist exempt sellers to understand their obligations under version 7 of the Retail Exempt Selling Guideline. From 1 January 2026, new protections commence for customers of exempt sellers who identify as being affected by family violence.
Among other things, certain classes of exempt seller will need to:
- develop, implement, maintain, and comply with a family violence policy (containing at a minimum the standardised statements provided in the AER’s exempt seller family violence policy template)
- prioritise the safety of affected exempt customers
- not disclose or provide access to certain information related to affected exempt customers’ energy accounts and
- provide support if an affected exempt customer is having trouble paying their energy bills.
This guidance includes three practical case studies and a quick reference checklist to assist exempt sellers with their obligations.