National Energy Customer Framework
This national framework makes sure everyone has access to reliable and affordable energy. Get the right energy plan for your needs. Compare retail prices so you get the best value. Make savings for the planet and your wallet.
About the framework
The National Energy Customer Framework makes sure energy is sold and distributed in a regulated way. Since 2012, national laws, rules and regulations have guided energy retailers.
How it works
When you choose a retailer for your electricity or gas needs, the framework sits in the background so you can be sure:
- you have rights and protections
- retailers are authorised to provide services
- the sale and supply of energy follows national rules.
The Australian Energy Regulator regulates energy retailers under the framework. It also compares energy prices to help you make an informed decision about a provider.
The Australian Energy Market Commission creates national rules for electricity and gas sales.
Legislation
Nationally, the framework deals with these laws, regulations and rules:
- National Energy Retail Law Act 2011
- National Energy Retail Regulations
- National Energy Retail Rules
- amendments and additions to rules made under the National Electricity Law
- amendments and additions to the rules under the National Gas Law.
In the ACT, the framework also considers:
- National Energy Retail Law (ACT) Act 2012
- National Energy Retail Law (ACT) Regulation 2012
- National Energy Retail Law (Consequential Amendments) Act 2012.
Energy retailers in the ACT also must follow:
- Electricity Feed-in (Renewable Energy Premium) Act 2008
- Electricity Safety Act 1971
- Energy Efficiency (Cost of Living) Improvement Act 2012
- Gas Safety Act 2000
- Utilities Act 2000 (including the obligation to pay the Energy Industry Levy)
- the Independent Competition and Regulatory Commission codes and industry codes.
Why it’s important
The framework regulates energy retailers and distributors to protect consumers.
Regulating electricity and gas retailers means you get better services and competitive prices. It also helps make energy secure and affordable now and in the future.
The framework gives you rights to choose an energy offer that works best for you.
Talking to your retailer about ways to save energy can also help the environment and save you money. You can also get more ideas about energy efficiency from the Sustainable Home Advice Program.
Contact us
If you have a complaint about the sale or supply of your energy, you can contact the ACT Civil and Administrative Tribunal.
Acknowledgement of Country
We acknowledge the Ngunnawal people as traditional custodians of the ACT and recognise any other people or families with connection to the lands of the ACT and region. We acknowledge and respect their continuing culture and the contribution they make to the life of this city and this region.