Reducing Customer Switching Times

PIAC responded to the AEMC’s consultation on the proposed rule change, intended to reduce the time taken customers to switch between retailers.

PIAC considers the ability of customers to switch easily between retailers is an important contributor to achieving good consumer outcomes in the retail energy market. As such, we consider the current arrangements for switching, which can often see customers wait up to 90 days for a transfer or have their transfer abandoned, are inadequate.

PIAC broadly supports moves to reduce this timeframe and the changes the AEMC has proposed to do so. These include removal of clauses of the NER and NERR that may restrict the delivery of the proposed changes to AEMO’s customer transfer procedures and process, or limit customers’ ability to use alternative meter read options.