Submission to AER’s Review of Consumer Protections for Future Energy Services

In partnership with Combined Pensioners & Superannuants Association, Consumer Action Law Centre, Consumer Policy Research Centre, Financial Counselling Australia, South Australian Council of Social Service and Tenants’ Union of NSW, PIAC led a submission in response to the Australian Energy Regulator’s Review of consumer protections for future energy services: Options for reform of the National Energy Customer Framework.

In this submission we discuss that reform of the energy consumer framework is required because the current system is not fit for purpose now to support expected outcomes for all consumers. We support an outcomes-based framework for consumer protections for energy services which:

• embeds a focus on positive consumer experiences;
• includes core rights and expectations;
• is shaped by a set of key principles;
• involves aspects of prescription where potential risks to consumers require them;
• is easy for consumers to understand and apply to their own circumstance;
• which places a positive responsibility or obligation on service and product providers to achieve good, agreed outcomes for their customers;

Whilst we do not find that any of the models presented in the options paper are appropriate, each of the approaches have aspects which should be incorporated into an effective ‘hybrid’ framework which meets the needs of consumers.