AER approved hardship policies

The Retail Law requires energy retailers to publish their hardship policy on their website. These policies apply to residential customers in Tasmania, Queensland, the Australian Capital Territory, South Australia and New South Wales.

From 2 April 2019, retailers are required to comply with the Customer Hardship Policy Guideline when submitting new or varied customer hardship policies. Retailers with hardship policies approved prior to the 2 April 2019 have until 2 June 2019 for their new hardship policies to be approved in accordance with the new requirements. Contact your retailer if you have further questions about their hardship policy.

For customers in other states and for all other retailers' customer hardship policies, please go to the Energy retailer contacts page to find your retailer's contact details.