Consumer care guidelines

The consumer care guidelines took effect on 1 July 2021 and the Authority expects all retailers to align with them by 31 December 2021. A dedicated consumer care guidelines page has been created. 

Retailers should, as recommended in the consumer care guidelines, work with their consumers to try and proactively prevent problems from arising.

As requested by the Authority, ERANZ is managing a process to facilitate development of a consumer care policy template. The template will be published on the Authority’s website for all retailers to access once it has been completed.

As signalled in the Decision Paper, the Authority will monitor retailers’ alignment with the guidelines and review the outcomes of the guidelines before deciding next steps. Utilities Disputes will consider customer complaints in cases where retailers do not align with their own consumer care policy. Evidence gathered during the Authority’s review will determine whether there are issues that require further conversation.

The Authority is now focused on information to help consumers, health practitioners and support agencies understand the consumer care guidelines including documents that will be published on our website and elsewhere.  The Authority has decided not to hold additional workshops at this stage.

MBIE continues to lead a programme of work around energy hardship, drawing from the Electricity Price Review’s findings and recommendations, and the government’s response to those recommendations. The Authority referred some of the energy hardship issues received during the consumer care guidelines' development and consultations. You can read more about MBIE’s energy hardship work on their website.