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Retail protection reviews – A view from the frontline

The Australian Energy Regulator (AER) and the Essential Services Commission (ESC) have released separate papers to review and consult on changes to their respective regulation around payment difficulty. Many elements of the proposed changes focus on the interactions between an energy retailer’s call-centre and their hardship customers, we visited one of these call centres to understand how these frameworks are implemented in practice. Drawing on this experience, we take a look at the reviews that are underway.

BY Braeden Keen Aug 01 2024