This discussion paper was a review of the approach to dealing with consumer issues in selected overseas jurisdictions and in New Zealand, and provided an account of the work to date by Gas Industry Co in this area. It adopted a principles-based approach to future work needs by establishing a set of consumer expectations, and analyzing the shortfalls in meeting those expectations through current industry practice and gas governance arrangements. The analysis was based on a defined policy framework. The discussion paper set out conclusions on meeting these unsatisfied needs, and the extent to which the required work fell within the mandate of Gas Industry Co to action. The discussion paper particularly addressed the need for work on retail contractual terms and conditions. The discussion paper was released in both short (summary) and full form.