Guideline 1 (2023): Form and content of deemed best offer messages

Overview

Energy retailers are required to provide customers information telling them whether or not they are receiving their deemed best offer at least once every three months for electricity and at least once every four months for gas. The commission provides the following guidance on the requirements of energy retailers to provide deemed best offer messages to customers under the Energy Retail Code of Practice.

This guideline sets out the commission’s expectations for what best offer messages must say and how they should appear on bills, bill summaries and bill change alerts. 

The guideline includes:

• case studies demonstrating different scenarios where retailers are required to provide customers with best offer messages
• better practice examples to encourage retailers to adopt industry best practice.