The AER has taken enforcement action over incidents in which customers known to require life support equipment have unexpectedly lost energy supply due to errors on the part of their distributor.
Both Aurora and ActewAGL have reported such incidents to the AER. The businesses are now working on programs reviewing and strengthening internal processes to meet their obligations to life support customers. Aurora has also paid penalties totalling $40 000 in relation to conduct the AER considers was in breach of those obligations.
The National Energy Retail Law and Rules, which commenced in Tasmania and the Australian Capital Territory on 1 July 2012, establish a framework for the protection of customers with medical life support equipment.