The Australian Energy Market Commission (AEMC) today made a final determination requiring energy retailers to help consumers access concessions and rebates on their energy bills.

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

AEMC Chair Anna Collyer said the final rule will help vulnerable consumers access support they are entitled to, but stressed that bigger systemic changes are needed to deliver truly equitable outcomes.

"The final rule will help Australian households better understand what concessions or rebates they might be able to get on their energy bills, and remind them to apply whenever they sign up or switch energy plans," 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. An automated system that removes the application burden from consumers entirely would be the most effective way to overcome these compounding barriers."

Final rule changes to prompt customers to apply for concessions

Under the AEMC's final rule, energy retailers will be required to ask consumers about their eligibility for concessions and provide jurisdiction-specific information about what help is available whenever they sign up for an energy plan or switch to a new contract.

Australians who hold concession cards such as the Pensioner Concession Card, Health Care Card, or Department of Veterans' Affairs Gold Card may be eligible for 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. While retailers already have an obligation to provide general information about concessions, the new rule requires them to provide more detailed, jurisdiction-specific information and actively ask about eligibility.  

The final rule changes will 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 implemented, 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, 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 a cross-agency forum of relevant jurisdictional departments and Services Australia, initially facilitated by the Department of Climate Change, Energy, the Environment and Water, to determine 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.

Background

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

In making this rule change, the AEMC applied its equity guidance to address structural barriers that prevent consumers from accessing benefits.

This reform is one of a package of consumer-related rule change requests submitted by Energy Ministers.

The Commission has already delivered final determinations on Improving consumer confidence in retail energy plans, Assisting hardship customers, and Improving the ability to switch to a better offer.

More information is available on our Improving the application of concessions to bills project page.

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