After two years since being implemented, we are reviewing the framework designed to support energy consumers facing payment difficulty.
Payment difficulty review 2021
Launch of review2 September 2021
Analysis of insights and informationSeptember to December 2021
Findings report releasedMarch 2022
Co-design better practice program beginsMarch to June 2022
Final report releasedJune 2022
What is the payment difficulty framework?
The framework is a set of energy rules to better protect and support residential customers that are anticipating or facing payment difficulty. The framework was developed in 2017 in response to high numbers of residential customers being disconnected for non-payment.
The framework’s objectives are that:
- customers are supported to pay their ongoing energy use, repay their arrears and lower their energy costs
- customers are only disconnected for non-payment as a last resort and
- customers avoid getting into arrears with their retailer.
We now have an increased awareness that the barriers to getting help are exacerbating the experience of vulnerability.
Why are we doing this review?
When we established the framework, we committed to review how it was working in practice two years after it came into effect.
How will we conduct the review?
We will focus on evaluating the operation of the framework in meeting its objectives. We will gather customer experiences directly, and information on whether the implementation of the framework has been effective. We will also draw on insights and data from the community, regulated businesses, and our partners across government to inform the review.
Based on this assessment, and our findings, the review will also identify options for improving the operation of the framework such as:
- working with interested stakeholders to design practical solutions to the issues raised in the review
- developing guidance notes or industry education material to further support implementation of the payment difficulty framework.