Overview
On 14 March 2025, Energy Ministers agreed to the approach for Better Energy Customer Experiences (BECE). This reflects Energy Ministers’ understanding that strong consumer protections are fundamental to the community’s trust towards energy transformation. Through BECE, steps will be taken to make sure that the frameworks that support customers to engage with the energy market are suitable and effective, considering how people’s use of electricity and gas is changing.
The primary focus will be the National Energy Customer Framework (NECF), given it is the primary national regulatory framework providing energy specific protections to consumers. However, 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.
The Terms of Reference and Consultation Paper invite feedback to identify key reform priorities. We invite our key stakeholder groups and interested members of the Australian public to provide their feedback on the BECE process.
Through this consultation process, we are seeking 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.
Responses to the consultation paper, along with other consultation later in the process, will help inform the recommended directions for reform.
