Submission in response to the Draft Guidance Note – Payment difficulty and disconnection
We acknowledge the significant work the Essential Services Commission has undertaken in drafting a comprehensive Guidance Note focused on customer outcomes. With expansion and redrafting in some areas, the Guidance Note will provide an invaluable aid for those seeking to interpret and apply the Energy Retail Code (ERC) in the immediate wake of significant regulatory reform. The new hardship framework is a significant step forward from the current framework, and warrants detailed guidance.
The Guidance Note will assist retailers to realise best practice in both meeting the minimum standards of the ERC, and also take further steps to implement best practice assistance for consumers experiencing payment difficulty.171116 Consumer Action and Brotherhood of St Laurence submission to the ESC draft guidance note