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4. Customer protection
5. Customer Assistance Policy

Energy

Customer Assistance Policy

On 20 May 2009, the Minister for Energy announced a $272 million package of consumer protection measures in response to increases in regulated retail electricity prices from 1 July 2009. In addition to increases in the Pensioner Energy Rebate, this package includes $125 million over five years for the implementation of a Customer Assistance Policy and $55 million over five years of increased funding for the Energy Accounts Payment Assistance Scheme (EAPA).

As the first stage of implementation of the Customer Assistance Policy, the Government sought stakeholder views on a Consultation Draft. The Draft Policy puts forward the Government's initial proposal for a package of policy and program measures designed to assist customers experiencing financial difficulties pay their energy bills and stay connected to essential energy services.

The proposed Customer Assistance Policy will comprise the following complementary elements:

1. Support for financial counselling
2. Targeted financial assistance measures
3. An increase in the limits on EAPA assistance, an extension of the EAPA Scheme to more customers
4. Better information for customers and the community about the energy market and available financial assistance
5. A strengthened framework for retailers' customer hardship charters and payment plans.

In recognition that electricity prices will rise from 1 July, the NSW Government proposes to finalise the framework for the CAP in a timely manner and commence implementing the majority of the measures by the end of 2009.

The package is for a period of five years and it is expected that over this period economic circumstances will change as well as the policy context in which the measures are implemented. Therefore, the NSW Government is considering reviewing these measures after two years to ensure that they best meet the needs of vulnerable customers.

Download the Customer Assistance Policy – Consultation Draft (PDF 144 KB)

Consultation

Please note that the submission process closed on 31 July 2009. Submissions will now be considered in developing the NSW Government's final design of the Customer Assistance Policy. View submissions.