AER/AEMC Better bills and reforms

From 1 July 2026, several new energy retail reforms will come into effect for NSW, QLD, SA, TAS, ACT.

The Better Offer message reforms will expand visibility requirements, making it more likely customers will see these notices, including within cover letters and bill summaries.

While there is no strict guidance on exactly which correspondence types must include the message, retailers are responsible for ensuring Better Offer information is clearly communicated to customers where required.

Retailers will also be restricted from increasing prices on market retail contracts more than once every 12 months, providing customers with greater pricing transparency and predictability. In addition, certain retail fees for vulnerable customers — such as late payment fees and administration fees — will be prohibited.

Another key reform will prevent customers whose market offer benefits expire or change from automatically rolling onto pricing that is higher than the standing offer price. This is intended to reduce the “loyalty tax” effect, where long-term customers may end up paying more than new customers.

Mandatory fee-free payment methods will also be introduced to ensure all customers have access to at least one free payment option.

Your actions

Below is the list of actions you'll need to complete by 1 July 2026.

Better offer message
Changes will need to be made to your correspondence templates to include the Better Offer message. For example, your welcome letter, customer statement. 
Refer to Knowledge Base article Mail merge templates - edit.

One free fee payment method
Review the payment methods listed on your invoices, customer correspondence templates and MyAccount portal. If you do not currently offer at least one fee-free payment method, please log a support ticket outlining the required changes.