The Australian Energy Market Commission has started consultation on a rule request from the COAG Energy Council which seeks to improve the experience of customers when transferring to new electricity or gas retailers.

Stakeholders are invited to make submissions on the rule request by 9 June 2016.

The rule request proposes to:

  • introduce an address standard for address data used when customers switch retailers, with the aim of reducing transfer errors and delays
  • strengthen obligations on retailers to promptly resolve erroneous customer transfers (where a transfer is requested but the wrong customer is transferred).

A consultation paper has been prepared which seeks input on the issues the AEMC will consider in relation to this rule request, including the extent of the likely benefits to consumers of implementing the proposed changes and the likely cost to consumers.

This rule request, received in November 2015, flows from the AEMC’s 2014 Review of Electricity Customer Switching which found issues with the accuracy and timeliness of customer transfers. The review made six recommendations to improve specific aspects of the customer transfer process, including the two recommendations in this rule request.

Consultation has also started on a separate rule request on another of the review’s recommendations, which is to allow the use of estimated meter reads for customer transfers.


Media: Communication Manager, Prudence Anderson 0404 821 935 or (02) 8296 7817