There are currently four Australian Energy Regulator (AER) retail guidelines which set out expectations energy retailers should meet in providing services to consumers. They cover the way information is provided, how assistance is offered and are critical tools that determine how the retail energy market works for consumers.
The guidelines need updating and strengthening, to focus more on good outcomes for households than simply regulating how things should be done.
That’s why we recommended the AER better define the outcomes of the guidelines as part of their review in the joint response we lead to the AER Retail Guidelines Review Consultation Paper.
We made several key recommendations including:
- That a Directions Paper be included as part of the consultation process, rather than proceeding straight to a draft decision.
- That the AER reconsider their focus on ‘simplicity for retailers’ in consolidating and simplifying the guidelines, and instead make changes prioritising better outcomes for energy users;
- Making the review a more collaborative process, including direct consultation with diverse consumers and consumer advocates to find gaps in the current guidelines and ensure they respond to the needs of all consumers;
- Identifying expected consumer outcomes and potential gaps that remain after guideline changes and taking measures — like rules changes — to address them.
What’s next?
We’ll continue to engage with the review process and work to ensure it includes the perspective of diverse voices in the community. We will draw on our close connections to other advocates and the AER to push for good outcomes from this process, before considering initiating rule changes of our own to implement further reform measures.
