The Australian Energy Regulator is seeking feedback on a range of updates to its retailer guidelines, following a series of market rule changes and reforms aimed at demystifying electricity bills and energy plans for consumers and keeping retailers honest.
The AER on Friday published its draft Retail Guidelines, with a request for “specific feedback” on consumer outcomes, implementation costs for retailers, and on how to make the guidelines fit-for-purpose as new types of energy plans are introduced across the ever-evolving retail market.
The AER updates follow the implementation of a rule change package that was requested by state and federal energy ministers to boost consumer engagement, strengthen protections, and increase transparency in the retailing of electricity and gas.
In 2024, a “super complaint” alleging “sneaky, confusing energy pricing tactics” by Australian electricity retailers sparked an investigation by the Australian Competition and Consumer Commission, amid concerns consumers are being deliberately misled about which energy plans to choose.
The Choice complaint outlined three “widespread concerning practices” by energy retailers, including prompts to switch better offers that refer to plans that do not appear to be available, or the customer is not eligible for.
