The AER has issued a letter to energy retailers regarding the use of HelpPay, a bill payment platform. The letter emphasizes the following points:

1. Warning Against Improper Use: Retailers promoting HelpPay to customers experiencing payment difficulties instead of offering a payment plan may violate section 50 of the National Energy Retail Law.

2. Presentation Guidelines: The AER outlines expectations for how retailers should present HelpPay information on their websites and in customer communications. HelpPay should be referred to as a payment method, not as support for those facing payment difficulties, and should not be featured on pages or communications related to hardship support.

3. Self-Reporting: Retailers are urged to self-report any contravening conduct regarding HelpPay.

4. Payment Plan and Hardship Obligations: Retailers must comply with the Retail Law and Rules, offering payment plans to customers experiencing difficulties and informing them of hardship policies when necessary.