Compliance Check - customer retail contracts, billing obligations

Compliance check
Release date: 
28 April 2015
Related provisions: 

Rules 24, 26 and 31 of the National Energy Retail Rules.


The Australian Energy Regulator has been notified of potential breaches of the billing provisions of the National Energy Retail Rules, specifically in relation to billing delays and the requirement to inform customers where they have been overcharged. The AER has issued a compliance check to highlight the billing 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.