People should not be threatened with disconnection when they are already struggling to afford their energy bills. Instead, retailers should offer earlier and more effective payment support that is designed to minimise debt and the potential for harm.
That’s why we broadly support the AER’s rule change proposal, outlined in our joint submission in response to the AEMC’s Streamlining Payment Difficulties – Draft Determination. But highlight that this proposal doesn’t go far enough. Our recommendations for further changes to better reflect the AER’s intent to protect consumers include:
- Much stronger, responsive and informed engagement requirements for retailers ahead of a disconnection;
- changes that improve accessibility and reduce administrative burden by offering practical help and direct referrals to available supports, and;
- changes to reminder and disconnection warning notices that focus on clarity, support and enabling assistance to stay connected.
What’s next?
The AEMC will finalise the rule in September. We will continue to advocate for further reforms that minimise consumer harm when faced with disconnection and energy debt. This includes the Joint Submission in response to the AEMC’s Strengthening Payment Difficulty Protections – consultation paper, engaging in Commonwealth processes on energy law reform, and continuing our advocacy to eliminate disconnection threats due to inability to pay.
