ESC reforms (Australia)

New Market Retail Contracts must offer customers a range of payment methods, including at least one widely used fee-free option. Retailers will no longer be able to offer plans restricted to a single payment method, such as direct debit only. Reasonable cost-based payment fees and discounts can still apply, and there is no requirement to offer paper billing.

Retailers must automatically move eligible residential customers experiencing payment difficulty to their best available offer. Eligibility includes customers receiving tailored assistance or those in arrears for at least three months with debt of $1,000 or more.

Eligibility must be reviewed at least every six months, and customers must be notified and given up to 10 business days to opt out before being transferred. Certain energy asset/VPP plans and family violence circumstances are exempt from the transfer requirements.

Your Actions

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

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.