Consumer matters
Compliance check
Release date

The Australian Energy Regulator (AER) has been notified of conduct involving de-energisation of small customers, including hardship customers’ premises otherwise than in accordance with the National Energy Retail Rules (Retail Rules). As part of its response, the AER has issued a compliance check to remind retailers of their obligations under the Retail Rules.

Potential non-compliance with the National Energy Retail Law and Retail Rules is assessed by the AER in accordance with its Compliance and Enforcement Policy. The AER will consider a range of factors in deciding on an appropriate response to particular conduct, and will take steps with the regulated entity involved. Part of the AER’s response may include issuing a compliance check for the broader industry to highlight the relevant obligations and to emphasise the importance of effective compliance processes and systems.