AER's Standby Statement of Expectations for energy businesses now in effect in South Australia

Written on the 21 July 2021 by Kathie Standen, AER

The Australian Energy Rettailer's standby Statement of Expectations of energy businesses (the three standby principles) is now in effect for residential and small business energy customers in South Australia. We expect energy businesses to apply the standby principles while the current stay-at-home orders are in place, and for a period of two weeks after this. We will confirm the end date over the coming weeks.

The AER expects energy businesses to adhere to the following three temporary standby principles, beyond the law and rules, to support these consumers during this period:

  1. Offer 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.
The AER developed the standby Statement to efficiently and effectively support residential and small business customers if stay-at-home orders are directed by a jurisdiction within the National Energy Customer Framework. We are monitoring the evolving nature of the pandemic and are ready to respond in any jurisdiction/part of a jurisdiction should the standby Statement need to be applied.

Should you have any questions, please contact General Manager of Strategic Policy and Energy Systems Innovation, Mark Feather at or on 03 9290 6958, or Director of Consumer Policy, Bronwen Jennings at or on 03 9658 6417.

Author:Kathie Standen, AER


15-17 Glynburn Road
Glynde SA 5070