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 impacted by a 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.

The AER will apply the Standby Statement in local government areas where stay at home orders are imposed for a period of 7 days or more. This Statement is in place until two weeks after the stay-at-home order ends.

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.