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.