Under Part 6 of the
Code of Conduct for the Supply of Electricity to Small Use Customers (
Code) and the
Compendium of Gas Customer Licence Obligations (Gas Customer Code) (
Compendium) electricity and gas retailers are required to have a Financial Hardship Policy. Part 6 of the Compendium and the Code specifies the minimum contents of such policies.
In 2008 the Authority published the Financial Hardship Policy Guidelines (Guidelines). The Guidelines were amended in 2010 and provide guidance to retailers regarding the requirements of the Code and Compendium and information regarding good practice in the development and implementation of financial hardship policies.
The Code and Compendium require that retailers undertake an annual review of their policy and submit the policy to the Authority for assessment.
It is important to note that the Authority does not have an approval role in relation to these policies and the licensee can operate regardless of the Authority’s assessment.
In 2011, the Authority assessed the following policies:
