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Hardship Review

Inquiry into best practice financial hardship programs of energy retailers.

On 4 February 2015, the Minister for Finance, in consultation with the Minister for Energy and Resources, issued terms of reference to the Essential Services Commission to inquire into best practice financial hardship programs of energy retailers.
Final Report
The Commission has now published its Final Report – Supporting customers, avoiding labels – outlining the findings of the Energy Hardship Inquiry. The final report is the result of extensive consultation with energy retailers and consumer groups.

The Final Report recommends a new framework that provides a set of clear and enforceable minimum standards that ensure those struggling to pay their energy bills have a right to assistance.

Associated Documents


Issues Paper – Inquiry into the financial hardship arrangements of energy retailers: our approach (9)
27 Mar 2015 Issues Paper – Inquiry Into The Financial Hardship Arrangements of Energy Retailers: Our Approach
(22) Submissions
18 Dec 2014 Energy Retailers Comparative Performance Report – Customer Services 2013-14
18 Dec 2014 Review of New Hardship Measures Taken By Metropolitan Water Businesses: 2013-14 Report
13 May 2013 Final Decision – Energy Retail Performance Indicators Review
29 Mar 2012 Operating Procedure Wrongful Disconnection Compensation 2012
28 Feb 2012 Summary – Business Responses to Hardship Policies and Procedures
26 Apr 2011 Attachment: Examples of Best Practice Approaches
26 Feb 2007 Energy Retailers’ Financial Hardship Policies Framework Paper
30 Oct 2004 Disconnections and Capacity to Pay. Report On Energy Retailers’ Performance 2004.