On 23 August 2019, the AER accepted a court enforceable undertaking offered by EnergyAustralia, with EnergyAustralia committing to, amongst other things:
- undertake an audit and to improve its systems and processes for registering life support customers
- register life support customers as soon as possible and, at the latest, within one business day of advice
- review all calls from the previous day to identify any missed life support customers.
On 8 April 2020 the AER commenced civil proceedings in relation to alleged failures to comply with the undertaking.