AER Expectations of Energy Businesses

AER Expectations of Energy Businesses

AER Expectations of Energy Businesses

In response to the ongoing COVID-19 pandemic the Australian Energy Regulator (AER) have released an updated Statement of Expectations of energy businesses in order to provide further assistance and protections to vulnerable and at-risk customers.

  •  Offer all residential and small business customers who indicate they may be in financial stress (including small businesses eligible for the JobKeeper payment) a payment plan or hardship arrangement. This may include agreeing a period in which no payment will be made.
  • Before 31 October 2020 (and potentially beyond), do not disconnect – other than at their request – any residential or small business customer who may be in financial stress (including a small business eligible for the JobKeeper Payment) who:
    (a) has made contact with you or responded to communications from you; or
    (b) is accessing any retailer support.
  • Before 31 October 2020 (and potentially beyond), do not disconnect – other than at their request – any large business customer who may be in financial stress (including a business eligible for the JobKeeper Payment) who is on-selling energy to residential and small business customers and:
    (a) has made contact with you or responded to communications from you; or
    (b) is accessing any retailer support.
  • In the event a customer has not made or responded to any contact and has been disconnected for nonpayment, the retailer must process an order for reconnection immediately on contact from the customer, and waive disconnection, reconnection and contract break fees.
  • Defer referrals of a retailer’s customers to debt collection agencies for recovery actions, or credit default listing until at least 31 October 2020, and potentially beyond.
  • Be prepared to modify existing payment plans if a customer’s changed circumstances make this necessary.
  • Waive disconnection, reconnection and/or contract break fees for small businesses that have ceased operation, along with daily supply charges to retailers, during any period of disconnection until at least 31 October 2020.
  • Prioritise the safety of customers who require life support equipment and continue to meet responsibilities to new life support customers.
  • Prioritise clear, up-to-date communications with customers about the issues addressed in this Statement, including by keeping website, social media and call centre waiting and hold messages up to date, particularly those about the availability of retailer and other supports such as payment plans, energy efficiency advice and fault repair.
  • Minimise the frequency and duration of planned outages for critical works, and provide as much notice as possible to assist households and businesses to manage during any outage. All residential and small business customers who indicate they may be facing financial hardship are to be offered a payment plan or hardship agreement.

SAS Financial Hardship

Silver Asset Services understand that the COVID-19 pandemic is having a significant impact on the Australian Community and people’s ability to pay their bills. Our customers are urged to contact us as soon as possible if you are facing financial hardship to let us know what’s going on and so we can work together to address your account until your circumstances change.

Our hardship policy aims to help those customers that are in need of assistance with their utility account and details your rights and responsibilities as customers and what we will do to help.

To view our hardship policy please click here.

If you want to further discuss this information, please contact us today. We’re always happy to help.  

Email: enquiries@silverasset.com.au

Call Us: 07 3010 5560

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