AER is reviewing four retail guidelines in 2025 and 2026

In 2025 and 2026, the AER will review four of our enforceable retail guidelines, which apply to authorised retailers operating in the ACT, NSW, Queensland, South Australia and Tasmania. These guidelines are: 

• the Benefit change notice guidelines, which set out obligations for retailers in relation to notifying small customers when a benefit provided to them through their market retail contract is expiring or changing
   
• the Better bills guideline, which sets out obligations for retailers in relation to preparing and issuing bills that make it easy for small customers to understand billing information
   
• the Customer hardship policy guideline, which sets out obligations for retailers in relation to their customer hardship policies required under the National Energy Retail Law (including standardised statements that retailers must include under the National Energy Retail Rules)
   
• the Retail pricing information guidelines, which set out obligations for retailers in relation to the presentation of standing and market offer prices to assist small customers to consider and compare standing and market offer prices offered by retailers (including assisting customers to compare prices through our price comparator website, Energy Made Easy).

Each guideline will be reviewed in line with the retail consultation procedure, as set out in the National Energy Retail Rules. 

Stakeholders will be invited to participate in consultation processes as individual guideline reviews progress. To support stakeholders to engage in these processes, we have provided an indicative timeline for these reviews below. 

Timelines may be adjusted as the reviews progress, including in response to any relevant changes to the National Energy Retail Rules.

Reviewing these guidelines now will support both customers and retailers by responding to changes in the regulatory framework, providing greater clarity for retailers and updating protections for energy customers while broader reforms progress. 

In determining the scope of our reviews, we will consider recent and ongoing regulatory reform processes, feedback provided by stakeholders since the guidelines were made, and broader learnings about energy customers and consumer vulnerability. 

The updated guidelines will support a consistent regulatory regime that works together to ensure energy consumers are better off, now and in the future.