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Strengthening Protections for Customers in Hardship: Submission


Energy Consumers Australia

We appreciate the opportunity to make a submission to the Consultation Paper on the National Energy Retail Amendment (Strengthening Protections for Customers in Hardship) Rule (the Proposed Rule).

Energy Consumers Australia is the national voice for residential and small business energy consumers. Established by the Council of Australian Governments Energy Council (the Energy Council) in 2015, our objective is to promote the long-term interests of energy consumers with respect to price, quality, reliability, safety and security of supply.

Affordability is a key concern of Australian households, not just those on low-incomes. Energy prices have doubled in real terms over the past decade. Households are telling us they do not see value for money in this market, and their confidence in their own ability to make choices about the energy market has fallen in every state and territory[1].

Energy Consumers Australia supports the Proposed Rule change, to allow for the development of binding Customer Hardship Policy Guidelines in the National Energy Retail Rules, as means of strengthening protections for vulnerable consumers facing hardship.

The full submission can be read here.

[1] Energy Consumer Sentiment Survey 2017 https://energyconsumersaustralia.com.au/wp-content/uploads/Energy-Consumer-Sentiment-Survey-December-2017.pdf

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