July 2026 - Payment difficulties protections

EWOs were provided an opportunity to comment on two consultation processes by the AEMC which proposed changes to the National Energy Retail Rules to improve protections for customers experiencing payment difficulty. This follows the AER’s review of payment difficulty protections.

There were two processes to engage with:

  1. Draft determination Streamlining payment difficulty protections.
  2. A detailed consultation paper to Strengthen standards for payment difficulty assistance.

We supported joint responses with our peers’ recommending reforms go further providing a range of case studies as evidence of issues our offices have observed. There are practical changes to the National Energy Retail Rules that can be implemented through this rule change process that would remove significant structural barriers preventing consumers experiencing vulnerability from accessing assistance.

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