EnergyAustralia enforceable undertaking 2025

The Essential Service Commission has accepted a court enforceable undertaking from EnergyAustralia following failures to meet retailer obligations under the payment difficulty framework.

EnergyAustralia has acknowledged the commission’s concerns that between 4 December 2019 and 9 August 2024, it did not meet its obligations as a retailer when it failed to provide 6,934 customers with the tailored assistance they were entitled to.

Under the enforceable undertaking, EnergyAustralia will:

• provide a remediation package to the impacted customers consisting of credit or waived debt
• appoint an independent auditor to review its remediation process and provide a report to the commission, and
• provide impacted customers with ongoing protection from disconnections related to debt accrued as a result of EnergyAustralia’s conduct.