An updated version of the retail exempt selling guidelines was released by the AER in March. Take note if you're an exempt seller of energy.
The changes give more protection to customers, and introduce a dispute resolution procedure. Here's what you need to know:
- Some exempt sellers now need to develop a complaints handling procedure, and handle complaints in line with that procedure. The procedure must comply with Australian Standard AS/NZS 10002:2014 Guidelines for complaint management in organisations. If you're wondering how to go about putting together a procedure, the standard pretty much sets out what you need to do.
- Sellers to residential customers under a deemed or registrable exemption need to obtain membership of, or be subject to, an energy ombudsman scheme (if permitted by the scheme). The painful bit in brackets is because most ombudsman schemes aren't actually ready for this change. Even so if you can comply you must.
- A whole bunch of new notification requirements have been introduced around supply interruptions, payment plans and disconnections. Make sure your notification processes are fully up-to-date following the changes.
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