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Payment difficulty framework: Final decision

10 Oct 2017

This final decision sets out the new framework for promoting protections for energy customers facing payment difficulty. The new framework will take effect through amendments to the Energy Retail Code. This document details these amendments along with the findings of the hardship inquiry, evolution of our approach, how we have responded to stakeholder feedback, the design of the new framework, assessment of the impacts on retailers and customers, and the timeline for implementation.