For too long, Australia’s energy retailers and their customers have faced a patchwork of rules, scripts, and billing requirements that vary from state to state, provider to provider, and scheme to scheme. While the intention behind these regulations is to protect consumers, the reality is that complexity can make it confusing for customers and often undermines the very outcomes the rules aim to achieve — especially for customers experiencing payment difficulties or living in non-traditional energy arrangements.
The Australian Energy Council (AEC) has examined a range of regulatory opportunities aimed at improving the customer experience. The AEC and its members recommend a two-step approach:
Pursue harmonisation of relevant laws and regulations to reduce inefficiency and inconsistency.
Simplification of specific regulatory practices — starting with bill format rules and call scripting requirements — to create a more effortless customer experience.
The following explores why this approach is needed, the opportunities it presents, and the potential risks and trade-offs that policymakers and industry leaders need to navigate.
