On 19 December 2025, the AER submitted 5 rule change requests to the AEMC proposing changes to the National Energy Retail Rules to improve protections for customers experiencing payment difficulty.
The requests are:
- Simplifying the eligibility framework for payment difficulty protections
- Improving payment assistance information
- Strengthening standards for payment difficulty assistance
- Strengthening minimum disconnection protections
- Clarifying disconnection protections
The proposed rule changes progress 8 of the 13 opportunities identified by our Review of payment difficulty protections in the National Energy Customer Framework, completed in May 2025.
They will better ensure customers experiencing payment difficulty are proactively identified, engaged early and supported appropriately with assistance that is tailored to their individual circumstances.
We have recommended that the AEMC consider progressing some of these requests through fast-tracked or expedited rule change processes, given the extensive consultation already undertaken through our review and the non-controversial nature of some of the proposed changes.
We will continue to engage with the AEMC through the rule change processes.
We are also advocating for jurisdictions to progress other opportunities identified by our review through the Better Energy Customer Experiences reform program.