The National Energy Retail Rules set out requirements retailers must meet in relation to billing small customers. These requirements cover a range of practices, including the basis for calculating bills, the frequency and content of bills, undercharging and overcharging, and billing disputes and errors.
The AER has undertaken a targeted compliance review of these provisions of the Retail Rules to explore retailers’ practices, examine potential areas of concern, and highlight good practice approaches to achieving compliance.
This report summarises the findings of our review.