Providing Requested Hardcopy Utility Bills Free for Next Three Years and Late-payment Fee Waivers for Affected Customers

Mr David Hoe asked the Deputy Prime Minister and Minister for Trade and Industry (a) whether the Energy Market Authority will consider requiring all electricity retailers and SP Group to provide hardcopy utility bills upon request and keep paper bills free of charge for the next three years; and (b) whether late-payment fees incurred during SP Group's recent "Going Paperless" transition will be waived for affected customers, especially seniors unaware of the change.

The Energy Market Authority (EMA) currently requires SP Services to provide hardcopy monthly utility bills to consumers who wish to continue receiving them. SP Services does not charge for these hardcopy bills. If there are consumers who missed their recent bill payments due to the transition to electronic billing, SP Services will waive the late payment fees for these consumers.

EMA does not require all other electricity retailers to provide hardcopy bills. Under the Open Electricity Market, electricity retailers may offer different billing options to consumers. Some retailers only offer electronic billing. Among retailers who offer hardcopy bills, some provide it free of charge while others may charge a fee.

Consumers have a choice of retailers. Consumers should carefully consider the terms and conditions of the retailers, including their billing arrangements, before signing up with the retailers. EMA requires each electricity retailer to provide consumers with a standardised factsheet to state its billing arrangements, alongside other key terms.