ACTCOSS Submission on Energy Payment Difficulty Assistance
5 January 2026
Energy sellers are required to help people experiencing hardship who are having trouble paying for the energy they need to live safe and healthy lives.
In 2019, the Australian Energy Regulator (AER) published a document setting out how energy sellers should be assisting people having difficulty paying for energy – the Customer Hardship Policy Guideline
The AER are now reviewing this guideline.
Our submission contributes to the AER’s review of by providing feedback on how it can be strengthened to deliver better outcomes for people experiencing payment difficulty due to hardship.
This review is particularly pertinent given the growing number of ACT residents experiencing cost-of-living pressures, many of whom are accumulating energy debt or going without adequate heating and cooling.