Performance reporting

Under the Retail Law, the AER is responsible for reporting on the performance of energy retailers and distributors. The AER’s Retail market performance reports includes information on customer service and complaints, the handling of customers experiencing payment difficulties, prepayment meters, security deposits, concessions, disconnections and reconnections. The Performance Reports also include an overview of the retail market and the hardship program indicators.

The AER produces an annual performance report and may also in addition to this publish more regular updates on retail performance.