The Australian Energy Regulator enforces the National Energy Retail Law and Rules and monitors the wholesale energy market. It is a market regulator, not a complaints service. It does not resolve individual billing disputes; those go to the state-based energy ombudsman schemes. Its role is to keep retailers and networks accountable across the market.
What the AER does
- Enforces the National Energy Retail Rules, including billing, hardship and disconnection protections.
- Monitors wholesale electricity and gas markets for manipulation and compliance.
- Sets and reviews network revenue and pricing determinations.
- Publishes market performance and compliance data.
- Investigates breaches and can issue penalties and enforceable undertakings.
- Runs Energy Made Easy, the price comparison site for households and small businesses.
What it cannot do
The AER cannot order a retailer to refund your bill, cannot award compensation and cannot decide your individual complaint. It also does not handle water complaints, which are state-based, or telecom complaints, which go to the TIO. Those are separate schemes.
When to contact the AER
Contact the AER when the issue is systemic or about market conduct: a retailer breaching the retail rules across many customers, misleading pricing, wrongful disconnection practices or a network failing its obligations. The AER also accepts reports about suspected market manipulation and compliance failures.
For an individual dispute, complain to the retailer or network first, then use your state ombudsman: EWON in New South Wales, EWOV in Victoria, EWOQ in Queensland, and the relevant scheme in other states. The ombudsman applies the same retail rules that the AER enforces, so the regulatory framework is the backdrop to your case.
Using Energy Made Easy
Energy Made Easy compares offers from retailers in participating states. It is useful before you switch, and it is also useful when you are checking whether a promised discount matches the market. Keep the comparison page and the offer you were given; if the retailer's price does not match the disclosure, that is evidence for a complaint.
Evidence that helps
- Bills for the disputed period.
- The contract, offer or disclosure statement.
- A dated log of calls and visits.
- Any disconnection or hardship notice.
- The remedy you are asking for.
Read the TIO guide for telecom issues. For energy disputes, start with the ombudsman for your state, such as EWON, EWOV or EWOQ.
Contact AER
Contact details can change. Always confirm on the official page before sending personal information.
Before you escalate
- Complain to the provider first. Keep the date, the agent's name if given, and the complaint reference.
- Ask for a deadlock letter if the provider will not resolve the issue. Some schemes accept a case after a fixed waiting period instead.
- Put the facts in writing. Include account numbers, dates, meter readings or screenshots, the outcome you want and your contact details.
- Keep a copy of everything. Regulators work from documents, not recollections.
Providers in scope
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