Consumer care guidelines

Consumer care guidelines focus electricity retailers on providing a consistent and supportive standard of service.

The guidelines' purpose is to guide electricity retailers in: 

• adopting behaviours and processes that foster positive relationships with domestic consumers; and
• helping domestic consumers maximise their potential to access and afford a constant electricity supply suitable for their needs; and
• helping domestic consumers minimise harm caused by insufficient access to electricity or by payment difficulties.

What does this mean for domestic consumers?

Electricity retailers following the guidelines will work with domestic consumers to help them access and afford a constant supply of electricity to meet their household's needs. If you, or someone who lives at your home is a medically dependent consumer, you should let your retailer know as soon as possible.

Implementation activities

For more information about implementation activities, visit the consumer care guidelines project page.

Legacy documents

The consumer care guidelines replaced these legacy guidelines on 1 July 2021.

• Legacy document: Addendum to the medically dependent consumer guidelines and the vulnerable consumer guidelines
• Legacy document: Guideline on Arrangements to Assist Medically Dependent Consumers
• Legacy document: Guideline on Arrangements to Assist Vulnerable Consumers