How to comply with the life support equipment registration rules

How to comply with the life support equipment registration rules

AU Energy Compliance
Introduction If you are a retailer selling energy to customers who require life support equipment, you need to be aware of your obligations under the National Energy Retail Rules (NERR). Life support equipment is any equipment that is needed to sustain or support the life of a person, such as oxygen concentrators, kidney dialysis machines, ventilators, and so on.  The NERR provides a definition of life support equipment. Customers who rely on such equipment are entitled to certain protections under the NERR, such as advance notice of planned interruptions, emergency contact numbers, and exemption from de-energisation. To provide these protections, you need to register the customer's premises as requiring life support equipment and keep your registration details up to date. You also need to obtain medical confirmation from the customer…
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Release of New AER Life Support Registration Guide

Release of New AER Life Support Registration Guide

AU Energy Compliance
AER has just released a new Life Support Registration Guide (the Guide) ahead of the commencement of the new Life Support National Energy Retail Rules (NERR) on the 1 February 2019. This update summaries the new registration guide and what retailers need to do to comply with it. By Dr Drew Donnelly, Compliance Quarter.  1.The New Life Support Rules The new rules: provide customers with life support protections from the time they inform their retailer or distributor that they rely on life support equipment until they are deregistered; require the registration process owner (the retailer or distributor contacted by the customer) to: * notify customers of their rights and obligations under the life support rules; * follow a prescribed process for obtaining medical confirmation of customer eligibility to be on…
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Are you paying lip service to your customer hardship obligations?

Are you paying lip service to your customer hardship obligations?

AU Energy Compliance
Under the National Energy Retail Law (see sections 43-51) and associated Rules (see rules 31 and 71-73), energy retailers have a range of obligations which exist to protect customers facing financial difficulties. This means, among other things, that customers following agreed repayment plans or participating in hardship programs cannot be disconnected. By Dr Drew Donnelly, Compliance Quarter. Last year, AER’s 2016-17 Annual Report on Compliance & Performance of the Retail Energy Market and 2017 Hardship Review revealed some problematic trends in relation to customers facing hardship, including: Increased debt levels for customers; Low numbers of customers receiving hardship assistance; Fewer customers completing hardship programs; Increased overall electricity disconnections. In response to these concerns, the Australian Energy Regulator (AER) has just submitted a rule change request to the Australian Energy Market…
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Distributor pays $60,000 penalty for alleged breaches: how to ensure your energy business is meeting its c

Distributor pays $60,000 penalty for alleged breaches: how to ensure your energy business is meeting its c

AU Energy Compliance
The Australian Energy Regulator (AER) has issued infringement notices to Energex after the distributor allegedly left life support (LS) customers without power on three occasions and with no lawful excuse (https://www.aer.gov.au/news-release/energex-pays-60000-penalty-for-alleged-breaches-of-life-support-obligations). By Dr Drew Donnelly, Compliance Quarter. [caption id="attachment_3697" align="aligncenter" width="640"] Photo by Setu Anand on Unsplash[/caption] We have touched on LS obligations in embedded networks in a previous article (https://www.compliancequarter.com.au/life-support-obligations-embedded-network/). In today’s article, we take a step back and look at the life support obligations of energy businesses in general. These are obligations that apply to distributors, retailers and embedded network operators. However, the potentially tragic consequences of breaching these obligations mean that all in the energy sector must be aware of them. We finish by suggesting some steps you might take in your business to reduce the risk…
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Who has Life Support Obligations in an Embedded Network?

AU Energy Compliance
As part of the ‘Power of Choice’ reforms, on 1 December 2017, the life support notification obligations for embedded networks were updated. Life support notification obligations ensure that those capable of disconnecting electricity supply (i.e. retailers and distributors) are aware of customer life support needs (such as the connection of a kidney dialysis machine or a ventilator). In today’s article, we explain what the life support obligations in embedded networks are and why it is essential that all businesses involved with an embedded network understand the obligations. [caption id="attachment_2738" align="aligncenter" width="640"] Photo by Hush Naidoo on Unsplash[/caption] By Dr Drew Donnelly, Compliance Quarter. Background to Life Support Obligations In an embedded network there may be only one entity directly involved in energy supply. That is, there might be one business…
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