On 31 July 2025, the Australian Energy Market Commission (AEMC), published a consultation paper following a rule change request from Essential Energy and SA Power Networks.  

The proposal seeks to improve life support customers’ outcomes by amending definitions and processes

Together, the proponents have identified 10 potential issues with the existing processes around life support registration, definitions, and communications as defined in the National Electricity Retail Rules (NERR). The proponents also suggest solutions to address these issues and better target support to customers requiring life support. We have grouped these issues into three broad themes: 

1. Improving definitions of life support customers to focus resources on those most in need and enable more targeted civil penalties for breaches
2. Improving registration and deregistration processes to ensure registers are accurate and up to date
3. Improving communication methods to contact life support customers.

Submissions close 4 September 2025

We are now seeking feedback from stakeholders on the issues raised, and the proposed solutions. Stakeholders are invited to provide written submissions on the consultation paper by 4 September 2025 via the AEMC website. Further engagement opportunities will follow.

The Essential Services Commission of Victoria is consulting on the same issues  

Victoria has its own life support framework under the Energy Retail Code of Practice. The Essential Services Commission of Victoria (ESC Vic) is considering the same or similar reforms as described in the rule change request.

We are working closely with the ESC Vic to ensure Life Support processes are as closely aligned as possible.