Sector
Electricity
Gas
Segment
Consumer matters
Retail
Categories
Compliance check
Event date
Release date

The Australian Energy Regulator (AER) has written to retailers to outline our expectations regarding HelpPay. 

The letter: 

  • warns retailers that promoting HelpPay as a payment method to customers experiencing payment difficulties rather than offering a payment plan may contravene section 50 of the National Energy Retail Law;
  • sets out the AER’s expectations on how information relating to HelpPay should be presented on a retailer’s website and in other customer communications; and 
  • asks that retailers who identify that they may have engaged in any contravening conduct self-report it to the AER immediately.