We inquired into the best practice financial hardship programs of energy retailers.
Energy hardship inquiry 2016
On 4 February 2015, the Minister for Finance, in consultation with the Minister for Energy and Resources, asked us to inquire into best practice financial hardship programs of energy retailers.
We published our Supporting Customers, Avoiding Labels: Energy Hardship Inquiry Final Report, which outlined our findings. The final report is the result of extensive consultation with energy retailers and consumer groups. The report recommends a new framework with a set of clear and enforceable minimum standards that ensure those struggling to pay their energy bills have the right to assistance from their energy retailer.
Responses to the issues paper
Submissions on the draft report
News and media
Paper by Dr Ron Ben-David, Chairperson of the Essential Services Commission, delivered at the 3rd Annual Credit Collections & Hardship Programs in Utilities Conference on 11 May 2015