The Commission's draft rule recognises it is critical that consumers are aware of available assistance and that the frameworks for delivering this support are clear and streamlined.  

While the draft rule is a more preferable rule, it incorporates many of the elements proposed in the rule change requests. The draft determination splits the issues in the rule change requests into two themes and makes the following changes:  

Theme 1: Clarifying and strengthening disconnection protections to better serve customers.  
Clarifying the time when a retailer is taken to have disconnected a customer. The draft rule clarifies that a retailer is taken to have arranged de-energisation (disconnection) of a customer's premises at the time it makes a request for de-energisation to the distributor.  
Requiring retailer engagement for those at risk of disconnection through at least two channels of communication. Under the draft rule, retailers would be required to contact customers at risk of disconnection through at least two channels. Where a customer acknowledges receipt of the first communication attempt, the retailer would not be required to follow up with an additional method of contact.
Application of the minimum disconnection amount to all customers. The draft rule applies the minimum disconnection amount applies to all customers rather than just those who have explicitly agreed to repay their debt.    
Theme 2: Streamlining and improving payment difficulty assistance information for customers.
Streamlining payment difficulty assistance eligibility categories. The draft rule adopts the AER's proposal to streamline the payment difficulty assistance eligibility categories. Importantly, under the draft rule, customers would receive the same assistance items under the NERR regardless of whether they self-identify or are identified by their retailer as experiencing payment difficulties.  
Offering clearer and more accessible information on retailer websites. The draft rule would require retailers to provide information about available payment difficulty assistance, a summary of the hardship policy, and information about concessions on their website. This information would need to be easily accessible and easy to understand. 
Providing assistance information on reminder and disconnection warning notices. The draft rule also requires retailers to include information on payment difficulty assistance, access to hardship policies, and available government rebates and concessions on reminder and disconnection warning notices.