AER’s Statement of Expectations

AER’s Statement of Expectations

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The AER has published its third statement of expectations of energy businesses during Covid 19. This statement of expectations applies from 1 November 2020 and will continue until 31 March 2021, and potentially beyond. In the new statement of expectations, the AER notes that the Covid 19 pandemic continues to have a significant impact on the Australian community with many people affected by dramatic changes to their lives, businesses, income, and working arrangements. The AER notes that Covid 19 continues to influence energy use and the ability of customers to pay their bills. The AER suggests that retailers consider the methods of communication that they use when seeking to get in contact with a customer who is potentially experiencing financial difficulty. The AER recommends that retailers: listen to customers, who…
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