Energy affordability is a consistent concern for many households. This report presents the findings of a review into the National Energy Customer Framework that considered whether there is a case for change to strengthen protections for customers experiencing payment difficulty to ensure that they are proactively identified, engaged early and supported appropriately with assistance that is tailored to their individual circumstances.

The report concludes that the current protections are not fit for purpose. It identifies 13 opportunities to strengthen protections for customers, simplify regulatory compliance for retailers, increase consistency across jurisdictions and reduce the burden of debt in the energy system. Most of the opportunities identified can be progressed through changes to the National Energy Retail Law, National Energy Retail Regulations or National Energy Retail Rules. 

Opportunities identified to improve the framework are, by:

• making it easier to know who should be receiving assistance
• making it easier for customers to know what assistance is available
• making it easier for customers to access assistance
• making assistance more effective
• making sure disconnection is only used as a last resort
• reducing the harm caused by disconnection.