The ERA does not resolve disputes between energy customers and their retailer or distributor. We:
- Monitor to ensure AES providers follow the law, regulations and AES Code.
- Receive reports on complaints and disputes from AES providers and the Energy Ombudsman and use this information to monitor compliance.
We also look at trends to identify broader areas of concern to focus on. To do this, we:
- Analyse data and research about AES providers.
- Analyse the complaints we receive.
- Analyse findings from past reviews and investigations.
- Work with the Energy Ombudsman and regulators to identify common themes and areas of potential risk.
When concerns are identified, we may:
- Provide information and guidance for AES providers on the concerns.
- Carry out targeted compliance activity.
- Work collaboratively with the Energy Ombudsman and other regulators.
- Issue alerts to inform customers.