EWOSA News - November 2026

In July, we made joint submissions to two related Australian Energy Market Commission (AEMC) processes: Streamlining payment difficulty protections and Strengthening standards for payment difficulty assistance. We supported the reforms’ direction, while calling for bolder changes informed by the complaints our offices receive.

For the streamlining reforms, we supported stronger retailer engagement before disconnection, applying the minimum disconnection amount to all customers, and clearer assistance information on websites and notices. We described these as practical initial steps towards a more effective framework. The final rule was published on 10 September, and the new requirements take effect on 30 March 2027.

Our submission on assistance standards supported banning documentary proof as a condition of accessing assistance and requiring payment plans to reflect customers’ capacity to pay. We recommended safeguards against payment plans being changed without customers’ knowledge or consent, and clear explanations of how reviews work.

The AEMC’s subsequent draft determination acknowledges our concerns about changes without consent. Its draft rule would require explicit informed consent before updating a payment plan.

Our submission also called for broader changes, including:

• removing the ‘two strikes’ payment plan rule
• prohibiting unaffordable upfront payments to avoid disconnection or secure reconnection
• protecting customers identified as experiencing hardship from disconnection, regardless of payment plan compliance.

We have since responded jointly to the draft determination. A final decision is expected on 3 December 2026.

Our position is that the package represents welcome progress, but further reform is needed to remove barriers to assistance and keep customers connected.

We began with discovery workshops in October 2025 to understand members’ needs, the challenges they face and what would make the portal useful in their day-to-day work.

These insights informed a prototype, which the same group of members tested and helped refine. A pilot phase followed, giving members the opportunity to use the portal to manage real cases. Their feedback helped us make further improvements before the full launch.

The portal is now the central point for managing Escalated Referral and Consultation cases. Members can also use it to update their contact details. All scheme members are required to have an account, including those that have not yet received an Escalated Referral or Consultation case.

Initial feedback has been very positive. We thank all members for their support during the rollout, particularly those who contributed their time and feedback during discovery, testing and the pilot. Their involvement helped us develop a portal that responds to the practical needs of the people using it.

The new portal makes it easier for scheme members to work with us. By supporting more efficient and timely case handling, it also helps us and our members deliver better outcomes for customers.

Planning is already underway to expand the functionality of member portal to include all case types, including Investigations. We look forward to further collaboration and exchange with our scheme members in the coming months.

These meetings are a valuable opportunity to share emerging casework trends, discuss systemic issues and learn from our counterparts across Australia and New Zealand.

This exchange helps us better understand the challenges facing energy and water consumers and how other schemes are responding.

We spoke with community members about their energy and water concerns and connected with other organisations supporting people in the region.

For organisations helping clients who are struggling with energy or water bills, EWOSA can be a useful first point of contact. With support services often facing long waiting lists, clients can call us directly to ask questions, understand their options and get help with unresolved problems with their providers.

Our downloadable fact sheets provide practical information you can share with clients:

• High energy bills fact sheet [PDF, 172 KB]
• Payment help fact sheet [PDF, 183 KB]
• Concessions fact sheet [PDF, 303 KB]

These resources can help you talk clients through their options, particularly when time is limited, and give them clear information to take away and refer to.