Overview
Consultation on the Better Energy Customer Experiences (BECE) Consultation Paper has now closed. We would like to thank everyone who submitted a response to the survey questions and provided a submission. The feedback received will help inform the recommended directions for reform.
Submissions received that were marked as public are available on the Published submissions page.
Background
On 14 March 2025, Energy Ministers agreed to the approach for BECE. This reflected Ministers’ understanding that strong consumer protections are fundamental to the community’s trust in the energy transformation. Through BECE, steps will be taken to ensure that the frameworks supporting customer engagement with the energy market are suitable and effective, considering changes in how people use electricity and gas.
This work will primarily focus on the National Energy Customer Framework (NECF), the main national regulatory framework providing energy-specific protections to consumers. Consideration will also be given to other related legislation, frameworks and policy settings, including the Australian Consumer Law, state and territory-based legislation, and the New Energy Tech Consumer Code.
Following ECMC agreement, from 27 March to 6 June 2025, key stakeholders and interested members of the Australian public were invited to provide feedback on the Consultation Paper and Terms of Reference for BECE. The consultation sought views on:
which existing, emerging and future issues should be prioritised in the BECE process
the extent to which the BECE process should rely on recommendations made through previous reviews
potential approaches to addressing the identified issues
Consultation documents
If you require assistance accessing or reviewing these documents, please contact energyconsumerpolicy@dcceew.gov.au.
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