Guidance on gas retailer selling practices10 Jul 2026
As part of the 2017-2030 gas inquiry, the ÌÇÐÄÔ´´ has published best practice guidance on retailer selling practices. It focuses on:
- good faith
- offer processes
- risk allocation
- spot market linked products
- transparency.
The guidance is designed to promote better selling practices by retailers supplying commercial and industrial (C&I) users in the east coast. It aims to:
- encourage a more customer-centric approach to selling practices
- strengthen retailers’ accountability
- improve transparency, understanding, and comparability of offers, and decision-making by C&I users
- improve the bargaining position of C&I users by allowing them to make more informed decisions and provide sufficient time to consider offers.
We will continue to monitor and report on retailer selling practices and the extent to which they align with the guidance, as part of the gas inquiry.
Download the Guidance on gas retailer selling practices ( PDF 230.49 KB )
Process to develop the guidance
Review and report
In 2023–2024 we undertook a review of the pricing and selling practices employed by retailers when selling gas to C&I users who consume more than 1 TJ p.a. of gas in the east coast.
Our findings were published in our December 2024 report. Our review found no evidence of a persistent market failure or systemic problem with retailer pricing practices. However, we did find that some retailers’ selling practices continued to fall short of what would be expected in a well-functioning retail market.
To promote improvements in these practices, we undertook to:
- publish best practice guidance on retail selling practices
- monitor retailers’ uptake of that guidance as part of the Gas Inquiry.
Draft guidance consultation
On 22 December 2025, the ÌÇÐÄÔ´´ published draft guidance for consultation in its December 2025 gas inquiry interim report.
The consultation closed on Friday, 27 February 2026. We received 12 submissions in response to the draft guidance, including from retailers, C&I users and an intermediary.
Submissions broadly supported most aspects of the draft guidance but did raise important issues that we considered further in developing the final guidance. This included:
- the circumstances in which retailers should be able to withdraw or amend offers
- the information retailers should provide to C&I users about risks
- the expectations of both retailers and C&I users in the sale of spot linked products
- recognition that C&I users may be willing to take on additional risk for lower prices.