Stronger protections are now available to households having trouble paying their energy bills. The Australian Energy Regulator has taken action to assist vulnerable customers experiencing payment difficulties by introducing an enforceable Customer Hardship Policy Guideline. Energy retailers have important responsibilities in helping vulnerable customers. The Guideline requires energy retailers to provide consistent minimum standards of assistance, ensure hardship programs are easily accessible and put processes in place to identify customers who may need help.

For more information, visit the Australian Energy Regulator’s website