Under the Retail Law, the AER will be responsible for reporting on the performance of regulated entities. The AER's Retail Market Performance Reports will include information on customer service and complaints, the handling of customers experiencing payment difficulties, prepayment meters, security deposits, concessions, disconnections and reconnections. The Performance Reports will also include an overview of the retail market and the hardship program indicators.
The AER's Performance Reporting Procedures and Guidelines specify the manner and form in which energy businesses must submit information and data to the AER relating to their performance.
The AER released version 3 of the Guideline on 9 April 2018. It will replace the current Guidelines from 1 January 2019.