AER & ESC-compliant customer communications — fixed, fast and audit-ready.
Twistelion automates AER and ESC-required customer letters and notices for Australian electricity and gas retailers and embedded network operators. Generate life support, hardship, pricing and regulatory communications in minutes — without changing your billing system.
- Avoid life support non-compliance and preventable AER penalties
- Reduce manual letter drafting and rework across billing and ops
- Respond to rule changes in hours, not sprints
- Produce consistent, regulator-aligned templates across states
- Generate audit-ready evidence packs instantly
Key outcomes for compliance teams
- Avoid life support penalties — compliant registration, deregistration and confirmation notices.
- Cut manual rework — template-driven generation replaces mail merges and Word docs.
- Respond to rule changes fast — update templates in hours, not development cycles.
Who it's for
Twistelion is built for Tier 2 and Tier 3 Australian electricity and gas retailers, and embedded network operators, that need reliable, regulator-aligned customer communications at scale.
Compliance managers
Responsible for AER and ESC obligations across life support, hardship and pricing requirements.
Billing and market settlement teams
Handling NMI and customer data exports for regulatory communications.
Customer operations managers
Overseeing hardship, life support and escalations across customer cohorts.
Embedded network operators
Sending welcome packs, tariff change notices and outage notifications to embedded customers, aligned with NECF obligations.
Retailers and ENOs seeking standardised communications across multiple brands, sites and regulatory frameworks.
Key use cases
Twistelion handles the most common AER and ESC-required customer communications.
Aligned with the AER Life Support Registration Guide, Better Bills Guideline, and the ESC Energy Retail Code of Practice.
Life support notices
Registration, deregistration and confirmation notices compliant with AER life support rules. Avoid missed deregistration and confirmation notices that have led to recent AER penalties.
Price and plan change communications
Notices for small customers meeting AER pricing notification requirements. Meet advance notice of price change rules with clear before-and-after tariff communication.
Hardship and payment difficulty letters
Communications aligned with hardship and payment difficulty frameworks. Align with AER and ESC hardship frameworks without re-drafting letters for every review.
Disconnection and reconnection notices
NECF-compliant disconnection warnings, actual disconnection and reconnection notices.
Victorian ESC Better Bills compliance
Communications meeting Victorian ESC Better Bills requirements.
Embedded network communications
Send NECF-aligned welcome packs, tariff change and outage notices to embedded customers without manual mail merges.
How Twistelion works with existing systems
Twistelion connects to your existing billing engine using lightweight data exports or simple APIs. Retailers typically provide customer and NMI-level data in CSV, JSON or API formats they already generate today. For embedded networks, Twistelion also works with ENM data, parent/child NMIs and tenant lists.
No billing system replacement
Twistelion acts as a compliance communication layer on top of Flux, Diamond Billing Engine, Tally CORE and in-house systems — producing regulator-aligned letters without touching core billing logic.
Low IT effort
Compliance and operations teams control templates, rules and outputs without waiting for development cycles.
Standard data formats
CSV, JSON or API — use the data exports you already have. No custom integrations required to get started.
Multiple output channels
PDF, email, CSV export — deliver through postal, email or bulk file delivery workflows.
Template control
Compliance teams manage templates directly. Update wording, add new notice types, respond to rule changes — without engineering tickets.
Audit-ready outputs
Every run produces evidence packs: input data, generated documents, timestamps and compliance metadata.
Benefits
Cut manual preparation time by up to 70%
Replace mail merges, Word templates and manual formatting with automated, template-driven generation.
Standardise templates across states and brands
One template library covers AER, ESC and NECF requirements across all your retail brands.
Reduce compliance risk
Content aligned with AER and ESC requirements. Consistent wording across every notice.
Roll out updates in hours, not sprints
Regulatory or policy changes reflected in templates without development cycles.
Produce audit-ready evidence packs
Every run generates input records, output documents and compliance metadata — ready for regulator review.
Reduce dependency on engineering
Compliance and operations teams control templates and outputs directly.
Why now — regulatory context
Regulators have increased scrutiny on life support, pricing and hardship communications. Recent enforcement outcomes show that unclear or inconsistent notices can lead to customer harm, remediation programs and financial penalties.
Increased AER scrutiny
Life support compliance failures have resulted in significant penalties. Clear, timely notices are essential.
ESC Better Bills requirements
Victorian retailers face specific communication requirements under Better Bills reforms.
Hardship and payment difficulty focus
Regulators expect retailers to communicate clearly with customers experiencing hardship.
Pricing notification obligations
Price change notices must meet content and timing requirements under AER rules.
About Twistelion
Book a 20-minute demo
We're inviting Australian retailers and embedded networks to join as early design partners. If you manage compliance communications and want a faster, safer way to meet AER and ESC requirements, we'd love to work with you.
What happens next: We'll review your request and schedule a 20-minute demo at a time that works for you.