The Australian Energy Regulator (AER) has written to retailers to outline our expectations regarding HelpPay.
The letter:
- warns retailers that promoting HelpPay as a payment method to customers experiencing payment difficulties rather than offering a payment plan may contravene section 50 of the National Energy Retail Law;
- sets out the AER’s expectations on how information relating to HelpPay should be presented on a retailer’s website and in other customer communications; and
- asks that retailers who identify that they may have engaged in any contravening conduct self-report it to the AER immediately.