We changed the Compliance and Performance Reporting Guideline to ensure it supported the payment difficulty framework.
Compliance and Performance Reporting Guideline review 2018
Draft decision29 May 2018
Submissions closed22 June 2018
Final decision30 July 2018
New reporting requirements in effect1 January 2019
This guideline sets out what retailers and distributors need to report to us. To help ensure we receive the correct information, we ask regulated businesses to use reporting templates we have created.
This review focused on amending the guideline to ensure that it aligns with the payment difficulty framework.
We updated the performance indicators and compliance obligations set out in the reporting guideline and also made a number of administrative changes.
View the latest version of the Compliance and Performance Reporting Guideline.
We asked retailers for new information to help us monitor our payment difficulty framework
The changes support the payment difficulty framework that seeks to help prevent customers getting into debt and being disconnected. Energy retailers need to report to us on their performance and how they follow the new energy rules under the framework.
Disconnection as a measure of last resort
Our payment difficulty framework is designed to give energy customers an entitlement to assistance from their retailer to help them pay their energy bills and avoid getting into debt. The framework also supports customers with repaying debt, lowering energy costs and ensuring disconnection is only ever a last resort.
The changes came into effect on 1 January 2019
The requirements of the revised reporting guideline took effect on 1 January 2019. This means that energy retailers need to provide the new information to us from that date.