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Protections for householders and small business extended

The Australian Energy Regulator (AER) has set reasonable expectations of energy companies to protect householders and small business customers during the COVID-19 pandemic. These have been extended from 31 July to 31 October 2020. The AER’s Statement of Expectations sets out a range of measures, including:

  • waiving any disconnection, re-connection and/or contract break fees for small businesses which have gone into hibernation, along with daily supply charges to retailers, during any period of disconnection until at least 31 October 2020
  • offering all households and small businesses who indicate they may be in financial stress a payment plan or hardship arrangement
  • not disconnecting customers who may be in financial stress, without their agreement before 31 October 2020 and potentially beyond
  • deferring referral of any customer to a debt collection agency for recovery actions, or credit default listing until at least 31 October 2020 and potentially beyond
  • minimising the frequency and duration of planned outages for critical works, and providing as much notice as possible to help households and businesses to manage during any outage

More information

Media release The Honourable Minister for Energy and Emissions Reduction, Angus Taylor

Statement of Expectations of energy businesses: Protecting customers and the energy market during COVID-19 AER

Support for Australian households during COVID-19

Support for Australian businesses during COVID-19