Why now

On 10 September 2026 the AEMC made a final rule requiring retailers to make genuine efforts to identify customers who may be experiencing payment difficulties and offer help early. It starts on 30 March 2027. Customers at risk of disconnection must be contacted through at least two communication channels. The AEMC notes that about one-third of customers in debt do not receive adequate support, and that residential customers with energy debt of 90 days or more are at a five-year high.

Changes to WA's electricity Code of Conduct, in force since 20 February 2023, require retailers to publish a family violence policy and protect affected customers' privacy, train staff to recognise and assist customers affected by family violence, offer payment help to any customer who asks, not disconnect customers affected by family violence for nine months, and not disconnect a residential customer for non-payment until the bill debt reaches $300.

In January to March 2025, 1.6% of residential electricity customers in the National Electricity Market were on hardship programs, with average hardship debt of $1,984 (AER).