Australian Energy Regulator (AER) Customer Hardship Policy Guideline

4 July 2019 12:00 am Australia/Hobart

    The Australian Energy Regulator (AER) have released the final Customer Hardship Policy Guideline and the accompanying Notice of Final Instrument.

    The new binding and enforceable Guideline will strengthen protections for customers experiencing hardship. The Guideline outlines important responsibilities that retailers will need to comply with from 2 April 2019.

    The Notice provides background information about consultation outcomes to date, and the development and intentions of the Guideline.

    More information is available here:

    About the AER

    The Australian Energy Regulator (AER) works to make all Australian energy consumers better off, now and in the future.

    • We regulate electricity networks and covered gas pipelines, in all jurisdictions except Western Australia. We set the amount of revenue that network businesses can recover from customers for using these networks.
    • We enforce the laws for the National Electricity Market and spot gas markets in southern and eastern Australia. We monitor and report on the conduct of energy businesses and the effectiveness of competition.
    • We protect the interests of household and small business consumers by enforcing the Retail Law. Our retail energy market functions cover New South Wales, South Australia, Tasmania, the ACT and Queensland. We do not set the prices consumers pay.