In regulating the retail energy market we have committed, over time, to rely more on enforceable principles rather than detailed rules about how suppliers should run their businesses. We are committed to this regulatory approach, and consider it will provide consumers with comprehensive protection in a fast-changing market, promote innovation and competition and put responsibility firmly on suppliers to deliver positive consumer outcomes.
We are now prioritising reforms to those rules relating to supplier-customer communications. To strengthen our ability to protect consumers and enable innovation we’ll be removing unnecessary prescriptive rules from the supply licences and relying more on principles to help ensure consumers are getting what they need from supplier-customer communications.
This open letter sets out our approach for reforming our domestic supply licence rules related to supplier-customer communications, including how we expect to engage stakeholders.