The Australian Energy Market Commission (AEMC) today published a draft determination aimed at making it easier for consumers to receive concessions and rebates on their energy bill.

The AEMC has also made recommendations for jurisdictions and Services Australia to consider longer-term solutions, including automating concession applications.

AEMC Chair Anna Collyer said the proposed reform would help vulnerable consumers access money they are entitled to, but stressed that bigger systemic changes are needed to deliver truly equitable outcomes. 

“The proposed changes would help Australian households understand what concessions or rebates they might be able to get on their energy bills, and remind them to apply when they sign up with a retailer,” Ms Collyer said. 

“However, our extensive consultation revealed that consumers face multiple barriers to accessing this help, including communication challenges, stigma, verification issues and limited time. The only way to overcome these compounding barriers is by removing the application burden from consumers entirely." 

Proposed rule changes to prompt customers to apply for concessions

Under the AEMC’s more preferable draft rule, energy retailers would be required to ask consumers about their eligibility for concessions and provide information about what help is available in their state or territory when they sign up for an energy plan.

Australians who hold a concession card such as the Pensioner Concession Card, Health Care Card, or Department of Veteran’s Affairs Gold Card might be able to get money off their energy bill, depending on where they live. 

Currently, they must proactively tell their retailer they are eligible - a requirement many consumers are unaware of. If the proposed rule changes are finalised, they would commence on 1 July 2026, aligning with the Commission's other reforms to improve consumer confidence in the retail energy market.

Consumers urged to act now

While these rule changes are being consulted on, consumers don't need to wait for help. 
Services Australia issues concession cards, but consumers must separately tell their energy retailer to receive bill discounts - creating a gap many people don't know about.

Ms Collyer urged eligible consumers to contact their retailer immediately to ensure they're receiving available concessions.

"If you have a concession card or are an asylum seeker, contact your retailer now - or ConcessionsSA if you live in South Australia. Many consumers are missing out on help they're entitled to simply because they don't know to ask for it," Ms Collyer said.

Information about available concessions and rebates by jurisdiction is available at https://www.energy.gov.au/rebates or state and territory government websites.

Key recommendation: automate concessions and coordinate action across governments

Following detailed analysis and stakeholder consultation, the Commission identified that current barriers are too diverse and complex for rule changes alone to solve. 
The Commission's key recommendation is for the Department of Climate Change, Energy, the Environment and Water to facilitate the next steps on automating the application of concessions.
"An automated system would mean eligible consumers automatically receive help with their bills without having to navigate different application processes across jurisdictions," Ms Collyer said.

The Commission also recommends that jurisdictions, Services Australia and retailers work together to streamline application processes and better inform consumers about available help.

The AEMC found that energy retailers are already incentivised to help consumers access concessions, as this reduces debt and financial hardship risks. However, the complexity of different jurisdictional requirements creates implementation gaps.

Background

Energy concessions and rebates are programs funded by states and territories, with each jurisdiction setting different eligibility rules and amounts. 

In 2023, the Australian Energy Regulator found that not all eligible consumers were receiving concessions and called for system improvements to enable automation.

The AEMC has applied its updated decision-making guidance, which incorporates equity considerations, to this rule change request, focusing on addressing structural barriers that prevent consumers from accessing benefits.

This rule change request is one of seven submitted by Energy Ministers. The Commission has already delivered final determinations on Improving consumer confidence in retail energy plans and Assisting hardship customers, with the final determination on Improving the ability to switch to a better offer due for completion later this year. 

The Commission is seeking feedback on the draft determination by 14 August 2025. More information is available at the AEMC project page on Improving the application of concessions to bills. 

Media: Jessica Rich, 0459 918 964, media@aemc.gov.au