Retail service providers (RSPs) are responding by offering new and expanded services, each with different capabilities, specifications and expected performance, as they seek to retain existing customers and attract new ones.

We have been made aware through complaints, communication with consumer groups and letters from several providers, that some of the information being provided to consumers facing this switching decision may be incomplete, confusing or potentially misleading.

We have published an open letter that proposes outcomes we think are necessary now to ensure that consumers receive the level of retail service quality (RSQ) they demand and our views on how RSPs should deliver these outcomes as soon as possible for consumers.

This view shows the latest stage in the project. Click on the circled dates to see details. Navigate to other months, or scroll down, to see all stages.

Note: these dates are indicative only and are subject to change.

  • 27 Aug 2021

    Completed

    Submissions on open letter due

  • 04 Aug 2021
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