The energy sector is going through exciting changes. New energy technologies, including solar PV and battery storage, are changing the way energy is delivered to customers. Like many other industries, the regulatory frameworks that apply to the sale and delivery of energy need to adapt to these changes.

The NSW Government has prepared a discussion paper that poses questions about whether the consumer protection frameworks in NSW are meeting the changing needs of energy customers and whether and what type of regulatory reform may be needed in NSW. As an increasing number of energy consumers are receiving their energy supply through alternative models, it is important to review the NSW energy frameworks to ensure they are fit for purpose.

The Department welcomes submissions from stakeholders and the community concerning issues raised in this paper. Submissions will be treated confidentially if requested by the author.

You can make a submission via email to

For more information visit the NSW Government ‘Have Your Say’ online portal.

Submissions closed on Tuesday, 19 December 2017.

Consumer protection – alternative energy supply documents:


The discussion paper Protecting Consumers in a changing energy world was released for consultation in November 2017. The Department of Planning and Environment received a total of 18 submissions with the following available for review:

  1. Australian Energy Council
  2. AER
  3. AGL
  4. Ausgrid
  5. Caravan and Camping Industry Association
  6. Centre for Energy and Environmental Markets UNSW and Australian Photovoltaic Institute
  7. Clean Energy Council
  8. Essential Energy
  9. EWON
  10. IPART
  11. Origin Energy
  12. Public Interest Advocacy Centre
  13. Red Energy and Lumo Energy

Five submissions were received from individuals on matters unrelated to the discussion paper. The Department has responded to each submission separately.

NSW Government will continue to prioritise work with COAG Energy Council to progress nationally consistent approaches to consumer protections and these submissions will inform this work.

We will also need to continue to take action at a state level to manage some of the safety and technical issues.

As part of the COAG Energy Council work program, the Department is also working with the Electricity & Water Ombudsman NSW (EWON) and the Australian Energy Regulator (AER) to extend access to external dispute resolution to customers of exempt sellers.