Help for community members in hardship


The Australian Energy Regulator (AER) is an independent statutory authority that works to make all Australian energy consumers better off, now and in the future.

Earlier this year, the AER has released a revised Customer Hardship Policy Guideline, which strengthens the protections available to customers having trouble paying their energy bills due to hardship. The guideline requires retailers to ensure hardship programs are easily accessible to customers, places an onus on retailers to better identify consumers who may need help, and introduces minimum standards of assistance as set out in retailer hardship policies. These stronger protections apply to residential consumers in South Australia, New South Wales, Queensland, Tasmania and the ACT.

We have developed a range of materials to help consumers understand the protections available to them if they are experiencing hardship.

We would like your help in getting this message out to consumers.

To help stakeholders share the message

  • suggested newsletter article
  • social media graphics.


For consumers:

  • consumer flyers available in English, with Vietnamese, Traditional Chinese, Simplified Chinese, Arabic and Nepalese translations
  • a consumer fact sheet, and
  • a consumer infographic.

The newsletter article, consumer fact sheet and social media graphics can be found attached. The consumer flyers are also available on our website, at

Why are you receiving this email?

Your council area may have community members experiencing hardship. Hardship can affect all Australians and we are contacting a broad range of stakeholders, including state and local governments and community service providers to ask for their assistance in communicating with households that are having trouble paying their energy bills.

Should you be interested in receiving print copies of the consumer flyers for distribution at local libraries or council offices, please contact us via return email, with the following information:


Flyer type

Quantity required

Consumer flyer-English


Consumer flyer-Vietnamese


Consumer flyer-traditional Chinese


Consumer flyer-simplified Chinese


Consumer flyer-Arabic


Consumer flyer-Nepalese


Delivery details:
Contact name

Delivery Address

Contact email and/or telephone


If you have any questions about these materials, please contact me on (08) 8213 3490 or at