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Consumer Action Law Centre (Consumer Action) supports the prioritisation of a strong energy consumer protection framework for Australian energy customers, particularly as we transition to renewable energy. As the transition continues to expand, we consider it vital that consumer protections are updated to account for new technologies, and to respond to the changing nature of the energy market.

This said, there are aspects of the existing consumer protection framework for traditional energy services that also require reform if they are to satisfy the principles of essentiality and equity that are part of the Better Energy Customer Experience (BECE) process.

Rather than respond to the consultation questions, this submission provides key priorities for the BECE process to consider grouped under the themes of access, affordability, assistance and transition – groupings which align with the issues we see presenting via our financial counselling and legal services.

More detail as to the specific issues for consideration under each theme is presented in the main body of our submission.

Read the full submission (PDF).