Australian Energy Regulator - review of energy retailers' customer hardship policies

Closed 30 Apr 2014

Opened 8 Apr 2014


The Australian Energy Regulator is conducting a targeted review of energy retailers’ customer hardship policies. As an important first step, we are inviting financial counsellors and consumer advocates to share their experiences.

Questions invite your views on the following areas:

  • What are the main barriers to customers accessing their retailers’ hardship programs?
  • What would a ‘best practice’ approach to assessment of capacity to pay look like?
  • Is Centrepay promoted and used effectively by retailers?
  • Which retailers are doing a good job of identifying and helping customers in hardship and which are not?

Our review relates to energy retailers in the states and territories where the National Energy Retail Law has commenced. Please limit your responses to your experience dealing with energy retailers in the ACT, Tasmania, South Australia and New South Wales.

The survey takes about 10-15 minutes to complete and all questions are optional. You can complete it anonymously if you wish.

We would encourage you to share a link to our survey with other interested stakeholders.


  • All consumers


  • Electricity
  • Gas
  • Consumer issues