Compliance - AER report

The AER Compliance report is a regulatory obligation for Australian authorised retailers to provide to the Australian Energy Regulator on a quarterly and six monthly basis. The AER compliance year begins on 01 July.

• 1 July - 30 September quarter
• 1 October to 31 December quarter
• 1 January - 31 March quarter
• 1 April - 30 June quarter

There are 2 types of reports:

1. Summary report
2. Detail report 

The reports can be run at any time from the Reports menu, Compliance and select Compliance AER Report. The Reports can also be scheduled when required due to volume. Please contact Support to set this up.

Report Filter

The Compliance AER Report can be filtered by date range, state or detail.  Summary information is always reported by default.

Summary Report

The Summary report returns totals for each compliance reference and state. Totals can be either be the number of customers, or the total average dollar amounts. The total type is determined by the compliance reference being reported.

Detail Report

The Detail Report returns a customer listing and is a drill-down of customer details. The customer details are specific to the date range selected. Check the Detail checkbox.

 

Report Compliance Reference details

Each report contains an extensive list of reporting categories defined by the AER.  These are based on the actions of users and field values in Utilmate as below. Refer to Compliance Reference documentation November 2025 (Excel) below.

Compliance References that cannot be reported

The following compliance references cannot be reported as Utilmate does not have access to this information.

S2.7.d	Number of customers with Type 4 or 4A smart meters installed as per a customer's request
S3.1	Total number of calls to an operator
S3.2	Number and percentage of calls forwarded to an operator that are answered within 30 seconds
S3.3	Average time before an operator answers a call
S3.4	Number and percentage of calls abandoned before being answered by an operator
S3.43	Total number of contacts made through the retailer's customer service website portal
S3.28	Number of residential customers who have been credit defaulted – credit rating
S3.29	Total number of PPM customers
S3.30	Number of PPM customers that receive an energy concession
S3.31	Number of PPMs removed due to payment difficulties
S3.32	Number of PPM customers using a PPM system capable of detecting and reporting self-disconnections
S3.33	Total number of PPM self-disconnection events
S3.34	Total number of PPM customers self-disconnected
S3.35	Average duration of PPM self-disconnection events
S4.9.c	Number of hardship customers who use a PPM
S4.14.a.v	Number of electricity hardship customers that received new appliances through appliance replacement programs
S4.14.b.v	Number of gas hardship customers that received new appliances through appliance replacement programs
S4.14.a.viii	Number of electricity hardship customers that had onsite energy audits completed by the retailer (or third party agency at the request of the retailer)
S4.14.b.viii	Number of gas hardship customers that had onsite energy audits completed by the retailer (or third party agency at the request of the retailer)

Links and Reference articles

Please refer to the below attachments for the latest AER regulations for this compliance reporting. 

Please refer to Victoria - Compliance & Performance Reporting Guideline – version 7 for the AS120 and AS121 compliance references.