Consumer protection

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Energy consumer protections and the Australian Energy Regulator

From 1 February 2013, the Australian Energy Regulator (AER) became responsible for administration of the National Energy Customer Framework (NECF).  The NECF is the final stage in the transition to a national regime for the sale and supply of electricity and gas by retailers and distributors to retail customers.

The national energy laws are designed to protect you in your dealings with energy retailers and distributors.  Understanding your rights and responsibilities can help you get an energy offer that works best for you, as well as help you to resolve any problems that may arise.

For information on choosing an energy retailer, understanding your bill, steps you can take if problems arise (including if you are experiencing payment difficulties or financial hardship impacting on your ability to pay your energy bills), energy efficiency, switching energy retailers and your rights with energy marketing, please visit the Australian Energy Regulator at www.aer.gov.au/Consumers or contact the ACCC’s Info Centre on 1300 302 502.

Energy price comparisons

If you would like to find out how to get a free and independent comparison of generally available electricity or gas contracts you can access the Australian Energy Regulator’s energy price comparison service by visiting www.energymadeeasy.gov.au or by contacting the ACCC’s Info Centre on 1300 302 502.

SA Power Networks' Guaranteed Service Level Scheme

The Guaranteed Service Level (GSL) Scheme, which forms part of the Commission's Electricity Distribution Code, requires SA Power Networks to make automatic payments to customers in the event specified service levels are not met. This fact sheet explains the structure of the GSL scheme and how to access further information.