On 11 March 2016 the AER published its draft Sustainable Payment Plans Framework (Framework) for public consultation.
The release of the draft Framework follows several months of informal consultation with energy retailers, financial counsellors, consumer groups and other stakeholders.
Under the National Energy Retail Law and Rules, energy retailers must establish payment plans by having regard to a customer’s capacity to pay, any amount they owe, and how much energy they are expected to use over the next year.
The Framework is intended to improve the quality of conversations retailers have with their customers about payment plans, while still allowing flexibility and encouraging retailers to offer extra assistance to customers. Its aim is to achieve better outcomes by helping customers and retailers agree to payment plans that are affordable and sustainable.
Further information is available on the Sustainable Payment Plans Framework guideline.
Invitation for submissions
Interested parties are invited to make written submissions on the draft Framework by 13 April 2016. Late submissions may not be taken into account.
Submissions should be sent electronically to: AERinquiry
aer [dot] gov [dot] au (AERinquiry[at]aer[dot]gov[dot]au) and should be in Microsoft Word or other text readable document form.
Alternatively, submissions can be sent to:
Ms Sarah Proudfoot
General Manager, Retail Markets
Australian Energy Regulator
GPO Box 520
Melbourne VIC 3001
Submissions provided by email do not need to be provided separately by mail.