Protection for customers in lockdown ends

The Australian Energy Regulator’s (AER) Statement of Expectations of energy businesses was in place from March 2020, to help customers impacted by COVID-19. The Statement of Expectations ended on 30 June 2021, however, to handle ongoing temporary lockdowns, the AER developed a set of Standby Statements for areas subject to stay-at-home orders for seven or more days. 

The Standby Statements applied up until two weeks after stay-at-home orders ceased. Monday 11 October 2021 was considered the date the NSW stay-at-home orders lifted, therefore the Standby Statement of Expectations ended on 25 October 2021.

If you're having problems paying your energy bills, get in touch with your retailer to find out how they can help. All energy providers have affordability programs (sometimes known as a hardship programs) to assist customers. Support measures differ between retailers, but include payment extensions, payment plans and assistance with accessing rebates and concessions. If you can't reach an acceptable arrangement with your provider, you can contact us for help.

Find out more about getting help paying bills.