Background to the Customer Assistance Policy
On 20 May 2009, the Minister for Energy announced a $272 million package of consumer protection measures in response to increases in regulated retail electricity prices from 1 July 2009. In addition to increases in the Energy Rebate (formerly the Pensioner Energy Rebate), this package included $125 million over five years for the implementation of a Customer Assistance Policy and $55 million over five years of increased funding for the Energy Accounts Payment Assistance Scheme (EAPA).
As the first stage of implementation of the Customer Assistance Policy, the government sought stakeholder views on a Consultation Draft. The Draft Policy puts forward the government's initial proposal for a package of policy and program measures designed to assist customers experiencing financial difficulties pay their energy bills and stay connected to essential energy services.
The proposed Customer Assistance Policy comprised the following complementary elements:
- Support for financial counselling
- Targeted financial assistance measures
- An increase in the limits on EAPA assistance
- Better information for customers and the community about the energy market and available financial assistance
- A strengthened framework for retailers' customer hardship charters and payment plans.
The package is for a period of five years and the Government will review the measures in this time to ensure that they best meet the needs of vulnerable customers.
Many of these elements have now been addressed or underway.
Download the Customer Assistance Policy Consultation Draft (PDF 144 KB).
Consultation
Please note that the submission process closed on 31 July 2009. Submissions will now be considered in developing the NSW Government's final design of the Customer Assistance Policy. View submissions.