The ERA has published Financial Hardship Policy Guidelines which have been developed to provide retailers with additional guidance in meeting the requirements set out in the Electricity Code.  

The WA Financial Hardship Guideline outlines the requirements and best practices for electricity licensees in Western Australia to assist customers facing financial hardship. It ensures that electricity providers have measures in place to identify and support customers who are struggling to pay their bills. Key aspects include offering flexible payment options, providing information on government concessions or financial counseling services, and not disconnecting supply if the customer is genuinely experiencing financial difficulties. The guideline aims to protect vulnerable customers and ensure they receive fair treatment and support during periods of financial hardship.