The Australian Energy Market Commission (AEMC) published a final determination and a more preferable final rule (final rule) in response to four rule change requests from the Australian Energy Regulator (AER). The rule change requests sought to improve and enhance existing requirements. This is so that customers experiencing payment difficulties are engaged early and supported effectively with assistance that is tailored to their individual circumstances.  

The four rule change requests that were progressed together in the Streamlining payment difficulty protections final determination and final rule are: 

• Clarifying disconnection protections (RRC0072).
• Simplifying the eligibility framework for payment difficulty protections (RRC0073).
• Improving payment assistance information (RRC0075).  
• Strengthening minimum disconnection protections (RRC0076).

The final rule seeks to improve outcomes for consumers experiencing payment difficulties 

The Commission's final rule recognises it is critical that consumers are aware of available assistance and that the frameworks for delivering this support are clear and streamlined.  

While the final rule is a more preferable rule, it incorporates many of the elements proposed in the rule change requests. The final determination splits the issues in the rule change requests into two themes and makes the following changes: 

• Theme 1: Clarifying and strengthening disconnection protections to better serve customers.
  • Clarifying the time when a retailer is taken to have disconnected a customer. The final rule adopts the AER's proposal to streamline the payment difficulty assistance eligibility categories. Importantly, under the final rule, customers will receive the same assistance items under the NERR regardless of whether they self-identify or are identified by their retailer as experiencing payment difficulties.  
  • Requiring retailer engagement for those at risk of disconnection through at least two channels of communication. Under the final rule, retailers are required to contact customers at risk of disconnection through at least two communication channels. Where a customer acknowledges receipt of the first communication attempt, the retailer will not be required to follow up with an additional method of contact. 
  • Application of the minimum disconnection amount to all customers. The final rule applies the minimum disconnection amount to all customers, rather than just those who have explicitly agreed to repay their debt. 
     
• Theme 2: Streamlining and improving payment difficulty assistance information for customers.
  • Streamlining payment difficulty assistance eligibility categories. The draft rule adopts the AER's proposal to streamline the payment difficulty assistance eligibility categories. Importantly, under the draft rule, customers would receive the same assistance items under the NERR regardless of whether they self-identify or are identified by their retailer as experiencing payment difficulties.  
  • Offering clearer and more accessible information on retailer websites. The final rule requires retailers to provide information about available payment difficulty assistance, a summary of the hardship policy, and information about concessions on their website. This information will need to be easily accessible and easy to understand.
  • Providing assistance information on reminder and disconnection warning notices. The final rule also requires retailers to include information on payment difficulty assistance, access to hardship policies, and available government rebates and concessions on reminder and disconnection warning notices.

Background

The AEMC received five rule changes from the AER on 19 December 2025. The five rule changes are: 

• Clarifying disconnection protections.
• Simplifying the eligibility framework for payment difficulty protections. 
• Improving payment assistance information. 
• Strengthening minimum disconnection protections. 
• Strengthening standards for payment difficulty assistance.

The Commission decided to fast-track the first four requests on the basis that the rule changes were developed through extensive consultation by a market body (The AER) throughout the AER's Review of payment difficulty protections in the National Energy Customer Framework. These requests were also consolidated into a single rule change request for the Streamlining payment difficulty protections final determination and final rule.  

The remaining fifth rule change Strengthening standards for payment difficulty assistance, is being progressed through the standard rule making process and can be found here.

All five rule change requests stem from the AER’s Review of payment difficulty protections in the National Energy Customer Framework (the Review). The AER findings report was published on 15 May 2025 and was presented to the Energy and Climate Change Ministerial Council (ECMC), outlining 13 identified opportunities for reform.