EnergyAustralia: enforceable undertaking regarding life support obligations

Enforceable undertaking
Release date: 
9 April 2020
Related provisions: 

Between 1 February 2018 and 31 January 2019 – Rules 124(1)(a), (b) and (e) and 124A(1) of the National Energy Retail Rules. 

From 1 February 2019 and continuing - Rules 124(1)(a), (b) and (c), 124(3)(a) and (b), 126(a) and (b) of the National Energy Retail Rules.  


On 23 August 2019, the AER accepted a court enforceable undertaking offered by EnergyAustralia, with EnergyAustralia committing to, amongst other things:

  • undertake an audit and to improve its systems and processes for registering life support customers
  • register life support customers as soon as possible and, at the latest, within one business day of advice
  • review all calls from the previous day to identify any missed life support customers.

On 8 April 2020 the AER commenced civil proceedings in relation to alleged failures to comply with the undertaking.