New support requirements for customers experiencing family violence

Exempt sellers and embedded network operators will soon have new obligations to better support customers experiencing family violence. 

The Australian Energy Regulator (AER) has updated its exemption framework to strengthen protections for people living in embedded networks. These changes include new requirements for many providers to have a family violence policy and clear processes in place.  

These reforms recognise that customers affected by family violence may have difficulty managing bills or contacting their provider. The aim is to make sure they are treated with care and have access to support. 

If you are an exempt seller, this means you may need to: 

• have a written family violence policy
• train staff on how to respond safely and sensitively
• offer support that works alongside your hardship or payment plans 
• tell customers that this support is available. 

Not all providers will have the same requirements, but all should be reviewing their current approach now.  

Getting ready early will help you avoid gaps in your process and reduce the risk of complaints. 

EWOQ often sees how vulnerable situations can affect a customer’s ability to deal with their energy provider. Clear processes and trained staff can make a real difference. 

If a complaint can’t be resolved, customers can come to EWOQ. As a provider, you must work with us and make sure customers know we’re here to help.  

Support and guidance are available to help you meet these new requirements. 

These reforms are about placing the right supports around customers who need them most. By preparing now, you can meet your obligations with confidence and ensure your customers are treated with care, respect and fairness.