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NEM Customer Switching Consultation

Market National Electricity Market
StageSecond Stage
ConvenorAEMO NEM
Accepting submissions?Yes
Submissions close29/01/2020

Australian Energy Market Operator (AEMO) is conducting a consultation on the proposed amendments to the Market Settlement and Transfer Solutions (MSATS) procedures in response to the Australian Energy Market Commission's (AEMC's) draft determination for the Reducing Customer Switching rule change

This consultation is being conducted in accordance with the Rules consultation requirements detailed in clause 8.9 of the National Electricity Rules (NER).


On 3rd December 2018, the AEMC in conjunction with AEMO provided joint advice (477 KB, pdf) to the COAG Energy Council Standing Committee of Officials regarding the implementation options for recommendations 8 and 9 of the Australian Competition and Consumer Commission’s (ACCC’s) Retail Electricity Pricing final report (9.21 MB, pdf)

The AEMC and AEMO advice proposed a number of actions to improve the existing customer transfer process. These proposed actions were broader than the recommendations proposed by the ACCC. The proposed actions included the provision by AEMO of a High-Level Design (HLD), and associated rule changes, for a customer transfer process that streamlines existing procedures and improves customer outcomes and competition in the National Electricity Market (NEM) retail market. 

On 24 May 2019, the AEMO submitted a rule change request (1.1 MB, pdf) (including the proposed HLD) to the AEMC to amend the NER and the National Energy Retail Rules (NERR). The rule change and proposed HLD has been submitted to the AEMC to support the delivery of reducing customer transfer times, by making procedural changes to improve customer transfer processes. 

On 4 July 2019, the AEMC commenced the Reducing Customer Switching consultation on AEMO’s rule change request.

Indicative* Consultation Timeline

Indicative Date
Pre-Consultation Workshop
21 August 2019 Completed
First Stage:
Initial Draft Procedures, Issues Paper and Notice of Consultation
17 October 2019
Submissions close**
22 November 2019
Second Stage:
Draft Report and Notice of Consultation (indicative)
20 December 2019
Submissions close**
29 January 2020
Final Report and Determination
26 February 2020

** Submissions provided after the closing date will be considered on a case-by-case basis.

Please reach out to NEM.Retailprocedureconsultations@aemo.com.au if you have any questions.

Matter under Consultation

Second stage consultation documents

AEMO invites comments on the proposed changes contained within the Notice of First Stage of Consultation and Issues Paper. Submissions should be forwarded to AEMO by 5:00pm (Melbourne time) on Wednesday 29 January 2020. 

First Stage Submissions

First Stage Consultation Documents

AEMO invites comments on the proposed changes contained within the Notice of First Stage of Consultation and Issues Paper.

Submissions should be forwarded to AEMO by 5:00pm (Melbourne time) on Friday 22 November 2019.

Note: To help stakeholders and other interested parties respond to this Issues Paper, AEMO has published a track changed version of MSATS CATS and MDFF procedures. The CATS Procedure and MDFF Specification reflect potential solutions that AEMO particularly has in mind, from among the various options on which AEMO is consulting with an open mind, as articulated in the Issues Paper.

Pre-Consultation information


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