Endeavour Energy: breaches life support obligations

Enforceable undertaking
Infringement notice
Release date: 
30 June 2022
Related provisions: 

Rule 124(4)(a), 124(4)(b), 124(4)(c), 124(5), 124B(2)(a)(iv) of the National Energy Retail Rules


$474,600 in penalties and court enforceable undertaking


Electricity network distribution business Endeavour Energy paid penalties totalling $474,600 following the issuing of seven infringement notices by the Australian Energy Regulator (AER). The AER also accepted a court enforceable undertaking from Endeavour Energy.

Endeavour Energy admitted that it breached rules 124(4)(a), 124(4)(b), 124(4)(c), 124(5), and 124B(2)(a)(iv) of the National Energy Retail Rules by failing to:

  • register customers’ premises as requiring life support equipment as soon as they are advised by either the customer or retailer:
  • send customers information packs within five business days of the customer advising of the life support equipment requirement;
  • notify the energy retailer that life support equipment is required at the customer’s premises as soon as they are advised by the customer; and
  • provide four days’ notice of planned electricity interruptions.