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Statement of Expectations extended for Greater Sydney

The Australian Energy Regulator’s (AER) Statement of Expectations of energy businesses ended on 30 June 2021 however some key protections remain for customers in Greater Sydney and other councils impacted by the current lockdown.

The Statement of Expectations has been in place since March 2020, to help customers impacted by COVID-19. To handle ongoing temporary lockdowns, the AER has developed a set of Standby Statements which will apply to areas subject to extended stay-at-home orders due to COVID-19. Due to the current Greater Sydney lockdown, this Statement is in place from 1 July 2021 until two weeks after the stay-at-home order ends. Additional protections are also now in place for the Orange, Blayney and Cabonne Shire Councils.

The Standby Statement has three principles which retailers must follow:

  1. offers all residential and small business consumers who indicate they may be in financial stress a payment plan or hardship arrangement. 
  2. do not disconnect any residential or small business consumers who may be in financial stress (including residential and small business consumers in an embedded network) without their agreement. 
  3. defer referrals of residential and small business consumer to debt collection agencies for recovery actions or credit default listing. 

Read more about the Standby Statement.

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.