Updating your Life Support templates
Updated Life Support templates (June 2026) have been released to ensure customer communications align with current regulatory requirements and industry best practices.
Life Support communications are a regulatory requirement for Australian energy retailers and distributors. Maintaining your templates helps ensure:
- Compliance with Life Support obligations.
- Consistent customer communications.
- Accurate information is provided to customers requiring Life Support assistance.
If you are not currently using the Life Support function, please review your processes and log a support ticket to request implementation of the functionality to ensure compliance with your regulatory obligations.
Important: All templates are in HTML format and users should have a basic understanding of HTML before editing.
These templates have been developed to accommodate regulatory requirements for all Australian states and territories. It is important that any conditional logic, IF statements, or merge-field expressions remain unchanged. For example, do not remove or modify statements such as {{#if (equals district_code "VIC")}}, as they control the inclusion of state-specific content required for compliance.
Update the email template
In this video tutorial, we are using the Life Support Pack email HTML template (LSP-LifeSupportPack.html)
Note: The email template will always attach the pdf letter when sending.
Update the letter template
In this video tutorial, we are using the Life Support Pck letter HTML template (LSP-LifeSupportPackDOCX.html)
Templates to update
| EMAIL and LETTER template | |
| Life Support Pack | LSP-LifeSupportPack.html LSP-LifeSupportPackDOCX.html |
| Life Support First Reminder | LSFR-LifeSupportFirstReminder.html LSFR-LifeSupportFirstReminderDOCX.html |
| Life Support Second Reminder | LSSR-LifeSupportSecondReminder.html LSSR-LifeSupportSecondReminderDOCX.html |
| Life Support Extension | LSEXT-LifeSupportExtension.html LSEXT-LifeSupportExtensionDOCX.html |
| Life Support Deregistration - Change of Circumstances | LSDCC-LifeSupportDegistrationChangeCircumstances.html LSDCC-LifeSupportDegistrationChangeCircumstancesDOCX.html |
| Life Support Confirmation | LSCON-LifeSupportConfirmation.html LSCON-LifeSupportConfirmationDOCX.html |
| Life Support Deregistration | LSD-LifeSupportDegistration.html LSD-LifeSupportDegistrationDOCX.html |
If you are missing any of these templates, please log a support ticket, and we'll update the CRM for you.
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