Decision to publish consumer care guidelines

The Authority has decided to publish consumer care guidelines. From 1 July 2021, the consumer care guidelines will replace:

• the Guideline on arrangements to assist vulnerable consumers; and
• the Guideline on arrangements to assist medically dependent consumers; and
• the Addendum to the medically dependent consumer guidelines and the vulnerable consumer guidelines.

Over the remainder of 2021 the Authority will continue discussions with stakeholders on key issues identified in the decisions paper. The Authority will also facilitate the development of an updated emergency management plan, health practitioner (HP) notice, and information sheets. More information about implementation activities will be available soon.

Retailers are expected to fully align with the consumer care guidelines by 31 December 2021.