EXPLORE KNOWLEDGE BASE
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CERI Knowledge Base
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About the CERI knowledge base
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Introduction to Australia’s electricity markets
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Australian consumer insights
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CER technical and interoperability standards
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Connecting a customer to an electricity network
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Connecting a generator to a distribution network
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Utility interconnection (CSIP-AUS)
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Dynamic network export and generation control schemes
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Network load control schemes
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Network tariffs and network support services
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Participating in the National Electricity Market
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Participating in a frequency control market
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Participating in the RERT
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Participating in the Wholesale Electricity Market (Western Australia)
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Participating in the I-NTEM (NT)
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Cyber security and data privacy arrangements
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Consumer protection frameworks
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National consumer protection reforms
Last Updated on 4 August 2026
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National consumer protection reforms are being developed to ensure energy-market rules, information and support arrangements remain suitable as consumers adopt new energy products and services.
Key initiatives include Better Energy Consumer Experiences, CER consumer-information reforms and the National Energy Equity Framework.
Better Energy Consumer Experiences
Better Energy Consumer Experiences (BECE) is an Australian Government reform initiative, agreed by the ECMC, aimed at modernising and strengthening consumer protections in the energy sector to ensure they remain fit for purpose as the market transforms with new technologies, products, and services.
The 2025 consultation paper indicates BECE is seeking to review and update the frameworks that support customer engagement with the energy market, especially with increasing consumer adoption and reliance on CER, including:
- Determining which types of new energy products and services should be captured based on the level of risk they carry
- Exploring the types of protections consumers need when they engage with new energy products and services
- Considering if and how to expand the remit of external dispute resolution processes to new energy products and services
The reforms primarily focus on the NECF as it applies to electricity retailers, but it also considers related legislation such as the ACL and NETCC. They build on findings of a prior AER review that:
- The NECF has limited scope to mitigate risks and issues relating to new energy services.
- The scope of the NECF should be expanded to cover certain types of new energy services to ensure consumers are adequately protected.
- Extending energy consumer protections to new energy services should be done under the same framework that regulates existing retail energy providers to reduce complexity for consumers and minimise regulatory burden
- Reforms to the NECF could include an expanded remit of the NECF that captures certain types of new energy services
Further consultation to support reform design is expected in early 2026.
Consumer information reforms
CER Roadmap Priority C.3 aims to ensure all Australians can confidently understand, adopt, and participate in new energy services by delivering a communication strategy that makes CER participation compelling, simple, and inclusive. The strategy intends to expand tools, guidance and assistance, tailored to diverse customer needs
The communication framework is to be developed by the CER Taskforce in collaboration with ECA, focusing on:
- Clear, consistent messaging across channels (retailers, installers, EV dealers, community groups)
- Demystifying value propositions (bill savings, resilience, environmental benefits) and
- Communicating practical onboarding steps (warranties, data, switching).
This priority is informed by consumer research which highlights that trust, simplicity, and culturally‑appropriate communication are essential to overcome information overload, jargon, and perceived risk, especially for vulnerable cohorts. Accordingly, Priority C.3 calls for accessible, inclusive content and transparency about control, data use, and dispute pathways to build confidence and participation at scale.
The National Energy Equity Framework
The NEEF is an Australian Government initiative, agreed ECMC, that sets out a nationally consistent approach to embedding equity considerations into energy policies and programs across the Commonwealth, states, and territories. Its primary aim is to ensure that Australians at risk of energy hardship or exclusion can fairly access and benefit from the energy system as the sector transitions to cleaner, more decentralised technologies.
While not specifically focused on CER, NEEF notes that programs should aim to support households who are unable to cover the capital costs or ongoing loan repayments for CER and that no or low interest loan schemes may be used. These principles may impact the design of future government or government-owned utility support incentives into the future.