Author: Pritish Naik Salgaonkar

Introduction The Australian Energy Regulator (AER) conducted a comprehensive hardship compliance review of several energy retailers, assessing their adherence to obligations towards customers facing financial hardship under the National Energy Retail Law and the National Energy Retail Rules. AER powers The AER, under section 206 of the National Energy Retail Law, holds the authority to issue compulsory notices to energy retailers. This review was a key project under the AER's 2022-23 Compliance and Enforcement Priority. Key findings of the review Identifying hardship customers: Some retailers were found to inadequately identify customers experiencing payment difficulties, with an over-reliance on customers to self-identify. In contrast, other retailers had proactive systems to identify and support such customers effectively. Informing customers of hardship policies: There was variable compliance in informing customers about the retailer’s…

Introduction The New Energy Tech Consumer Code is a voluntary code that sets minimum standards for retailers in the new energy technology market. The Code provides consumers with clear information about products and services, while retailers commit to providing high-quality products and services in a transparent, accountable, and fair manner. Participating in the Code To participate in the New Energy Tech Consumer Code, clients need to follow these steps: Step 1: Understand the Code Requirements The first step is to understand the requirements of the Code, which include: Providing clear information about products and services, including pricing, performance, and warranties. Using accurate and clear advertising that does not mislead consumers. Complying with fair and reasonable contract terms, including the right to a cooling-off period. Having a complaints and dispute resolution…

In this article, we provide a detailed overview of the Australian Energy Regulator's (AER) 2017 decision on the minimum disconnection amount for energy customers. Background and Context On March 17, 2017, the AER released its final decision on the minimum disconnection amount applicable to small customers within the jurisdictions of the Australian Capital Territory, New South Wales, South Australia, Queensland, and Tasmania. The decision aimed to balance the protection of vulnerable consumers with the need to maintain the efficient operation of energy services. The Final Decision In its final decision, the AER determined that the minimum disconnection amount for small customers should be set at $300 for both electricity and gas services. This amount was an increase from the previous threshold of $200, which had been in place since 2006.…