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.