2012 ANNUAL - SERVING QUEENSLANDERS SINCE 2007 - QUEENSLAND PARLIAMENT
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Serving Queenslanders since 2007
07 - 08
08 - 09
09 - 10
10 - 11
annual
report
2012
Availability Online http://www.ewoq.com.au/Publicationsmedia/AnnualReports.aspx Additional corporate information will be published online. Printed copies For a printed copy of the Annual Report or for more information contact: Senior Communications and Marketing Officer Energy and Water Ombudsman Queensland PO Box 3640 SOUTH BRISBANE QLD 4101 Phone: 1800 662 837 Email: marketing@ewoq.com.au ISSN: 1839-308X Interpreter service EWOQ is committed to providing accessible services to Queenslanders from all culturally and linguistically diverse backgrounds. If you have difficulty understanding the annual report, you can contact us on 1800 662 837 and we will arrange an interpreter for you, free of charge. © Energy and Water Ombudsman Queensland 2012
Contents
Letter of compliance..................................................................................... 2
Snapshot of performance.............................................................................. 3
Energy and Water Ombudsman’s message.................................................... 4
Advisory Council Chair’s message................................................................ 5
Advisory Council to the Energy and Water Ombudsman Queensland........... 6
• Members
About us........................................................................................................ 7
• Our vision, mission and purpose
• The scheme participants............................................................................................7
Our customers............................................................................................... 8
• Graphs.........................................................................................................................8
• Diversity......................................................................................................................8
Scheme performance.................................................................................... 9
• Service Standards 2011-12........................................................................................9
• EWOQ performance targets......................................................................................9
• Scheme participant performance..............................................................................12
• Customer outcomes...................................................................................................18
• Finalising disputes......................................................................................................18
• Customer Satisfaction Survey...................................................................................18
The cases and issues..................................................................................... 19
• Overview of cases......................................................................................................19
• Description of EWOQ issues......................................................................................19
• Electricity.....................................................................................................................19
• Gas...............................................................................................................................30
• Water...........................................................................................................................35
• Systemic issues..........................................................................................................38
Our organisation............................................................................................ 42
• Our staff.......................................................................................................................42
Working with stakeholders and the community........................................... 45
Financial statements..................................................................................... 48
Appendix 1: Glossary ................................................................................... 80
Appendix 2: Index of graphs and tables........................................................ 81
Appendix 3: Compliance checklist................................................................ 82
1
ANNUAL REPORT 2011–2012 1
minister letter
3 September 2012
The Honourable Mark McArdle MP
Minister for Energy and Water Supply
PO Box 15216
CITY EAST QLD 4002
Dear Minister
I am pleased to present the Annual Report 2011-12 for Energy and Water
Ombudsman Queensland.
I certify that this Annual Report complies with:
• the prescribed requirements of the Energy and Water Ombudsman
Act 2006, the Financial Accountability Act 2009 and the Financial and
Performance Management Standard 2009, and
• the detailed requirements set out in the Annual Report Requirements
for Queensland Government Agencies.
A checklist outlining the annual report requirements can be found
at appendix 3 or accessed at www.ewoq.com.au/AboutEWOQ/
Corporatedocuments/AnnualReports.aspx
Yours sincerely
Forbes Smith
Energy and Water Ombudsman
2 ANNUAL REPORT 2011–2012
Snapshot of Performance
Total number of cases received = 13,489. We also:
Total number of cases closed = 13,522 compared to • Made major improvements to our electronic case
12,702 last financial year. management system.
Exceeded all of our service standards for the closure • Improved our internal communications through the
of cases. implementation of a system which allows visual
overhead images to each office for use as a training
Conducted a Customer Satisfaction Survey which and information tool.
found that:
• Commenced a major project to consolidate and
• 82% of customers stated they were ‘very satisfied’ improve our operational policies and procedures and
during their contact with EWOQ, compared to 72% make them available to staff online.
in 2010.
• Undertook five quality assurance assessments of cases.
• 86% of total respondents found it ‘very easy’ to
make a complaint to EWOQ. • Conducted our first whole-of-office staff conference
with an emphasis on investigation and conciliation issues.
• 89% of total respondents said they received a clear
indication of the process they needed to go through • Notified regulators of 83 systemic energy and water issues.
in order to make a complaint and resolve their issue.
• Conducted a staff survey with a view to understanding
• 94% of customers would recommend EWOQ to a those issues which are important to staff and
friend if they had a complaint about their gas or improving the organisational climate.
electricity company that they couldn’t resolve.
• Over half of all referred to higher level cases (64%)
and investigations (57%) were resolved by EWOQ
in the customers’ favour.
EWOQ’s website (www.ewoq.com.au) received 35,019
visits in 2011-12.
ANNUAL REPORT 2011–2012 3
Energy and Water Ombudsman’s message
On 1 July 2012, the office of the Energy and Water The Office took on complaints about the provision of
Ombudsman Queensland celebrated five years of water by the three distributor-retailers in South East
providing a free, fair and independent dispute resolution Queensland on 1 January 2011. Consequently,
service to residential and other small electricity and the 2011-2012 financial year was the first full year
reticulated gas customers. Since 1 January 2011, we that we could report on water related complaints. In
have also provided the same service to residential and comparison to electricity, the number of water complaints
small water customers in South East Queensland. were relatively low at 7% of all complaints received.
The main issues for water customers were billing and
In that time, over 60,000 customers have contacted customer service.
my office for assistance.
During the year, legislation was passed to dismantle
In 2011, an independent customer satisfaction survey one of the water entities, Allconnex Water, and return
found that 82% of our customers were very satisfied its responsibilities to three local councils. These councils
with our service, and 94% would recommend us to a are also required to participate in the Ombudsman
friend who had a complaint about an energy or water scheme on and from 1 July 2012.
provider they could not resolve.
I have immensely enjoyed my first year as Energy and
Water Ombudsman, especially the support and advice I
This overwhelming endorsement of my office is a tribute
have received from the EWOQ management team, the
to the good work of my predecessor, Mr Barry Adams,
staff, and the Advisory Council.
and all EWOQ staff over the years.
I want to particularly acknowledge the efforts of the
In our fifth year, and my first as Energy and Water
Chair of the Council, Ms Karen Chalmers-Scott. As
Ombudsman, we once again exceeded all of our
inaugural Chair, Karen has made a significant
performance indicators for closing complaints, despite a
contribution to EWOQ’s success in its first five years.
modest increase in the volume of complaints received.
Not one to rest on her laurels, Karen also introduced
some fresh initiatives in 2012 which further enhanced
As with previous years, high and disputed bills were
the role of the Council. On a personal note, I must
the biggest cause for complaint. Disputes about
thank her for the advice and support she provided
high bills sometimes conceal the real reason for the to me during my first year as Ombudsman.
complaint; that the customer cannot pay their bill. Our
credit complaints – those which directly concern the I have also found that scheme participants – those energy
capacity of a customer to pay their bill – also rose. At and water providers within my jurisdiction – have, in the
the same time, the Queensland Competition Authority main, cooperated with my investigators and provided
reported worrying numbers of people having their information and advice to the office in a timely way.
power disconnected for non-payment of their bills.
Together, these statistics support the view that the cost All of us at EWOQ look forward to another busy and
of electricity is placing great financial stress on many successful year helping to resolve disputes between
in our community. customers and energy and water entities.
Forbes Smith
Energy and Water Ombudsman
4 ANNUAL REPORT 2011–2012
Advisory Council Chair’s message
The Energy and Water Ombudsman Queensland (EWOQ) During the year, the Council farewelled Robert Leach
is recognised for its delivery of speedy, cost-effective and (St Vincent de Paul) and Phil Craig (Origin Energy),
independent dispute resolution services. In achieving this, both original Council members, and Helen Harding
some of EWOQ’s biggest challenges have come from its (Queensland Urban Utilities). It welcomed David Mathers
external operating environment. (Unitywater), Jo Monger (AGL) and Mark Tucker-Evans
(COTA).
As essential services, energy and water underpin our
individual and collective wellbeing, standards of living My five-year term as Chair concluded on 30 June 2012.
and livelihoods. They are also services delivered by True to its responsibilities, the Council offered a lot of
industries that have been subject to much (and, in some advice over those five years, across a broad front!
cases, almost continuous) legislative, regulatory, industry
and technological change. It’s critical that EWOQ is well Ombudsman, Forbes Smith (as did his predecessor,
positioned to respond to the flow-on effect of external Barry Adams) quickly recognised the Council’s collective
changes and developments, and the Ombudsman rightly experience and expertise and has actively sought its input.
looks to the Advisory Council for assistance in this regard. This has been much appreciated.
This year saw the Council take a more structured To all Advisory Council members, past and present, thank
and proactive approach to its advice on external you for your contributions and support. Special thanks
developments. A new ‘early warning alert’ was added go to three original Council members who have gone the
to the Council’s regular agenda. Ahead of each meeting, distance with me—Ian Jarratt (Queensland Consumers
Council members draw on their industry and consumer Association), Mike Swanston (ENERGEX) and Margaret
networks to contribute to a compilation report on Campbell-Ryder (United Retail Federation).
emerging issues and possible road bumps ahead. As well
as making for some very interesting Council discussions, It has been a privilege and a pleasure.
the Ombudsman confirms this new report is providing
valuable and ongoing early advice for him and his team.
EWOQ must also be able to confidently refer on problems Karen Chalmers-Scott
that it identifies through its complaint handling, but Chair
does not have the power to address. To this end, the Advisory Council to the Energy
Council backed EWOQ’s initiative in working with other and Water Ombudsman Queensland
Queensland agencies to clarify overlapping energy and
water roles, to minimise duplication and achieve faster
resolution of customer complaints. The Council also
supported a greater EWOQ focus on the identification
of systemic issues and its reporting of these to the
companies, regulators and government agencies
responsible for addressing them. This work is helping
achieve redress for affected energy and water customers
beyond those who contact EWOQ directly.
ANNUAL REPORT 2011–2012 5
Advisory Council to the Energy and Water Ombudsman
The Advisory Council to the Energy and Water 2011-12 Council members
Ombudsman provides expert advice to the Energy and Chair:
Water Ombudsman and the Minister responsible for Karen Chalmers-Scott
energy and water on the effective and efficient conduct
and operation of the EWOQ scheme. This helps to ensure Consumer representatives:
the scheme is administered in a manner which is fair and • Margaret Campbell-Ryder, United Retail Federation
just to consumers and suppliers. • Ian Jarratt, Queensland Consumers Association
• Robert Leach, St Vincent de Paul Society
The Advisory Council: (until 31 December 2011)
• monitors the Energy and Water Ombudsman’s • Linda Parmenter, Queensland Council
independence of Social Service
• advises the Energy and Water Ombudsman on policy, • Roz Burtenshaw, Queensland Country
procedural and operational issues relating to the Women’s Association
Energy and Water Ombudsman Act 2006 • Mark Tucker-Evans, Council of the Ageing Queensland
• advises the Minister responsible for energy and (from 1 January 2012)
water on the funding of the Energy and Water
Ombudsman’s functions Industry representatives:
• at the end of the financial year, advises the Minister • Tanya Acheson, Ergon Energy
on the Energy and Water Ombudsman’s independence • Philip Craig, Origin Energy
and functions of the office during the financial year. (until 31 December 2011)
• Helen Harding, Queensland Urban Utilities
The Advisory Council generally meets every two months (until 31 December 2011)
and consists of an independent chair and at least six • Mike Swanston, ENERGEX
other members appointed by the Minister. The other • Kate Farrar, QEnergy
members must consist of members drawn from scheme • David Mathers, Unitywater
participants who represent the interests of scheme (from 1 January 2012)
participants (industry members); and an equal number of • Jo Monger, AGL Energy Limited
members drawn from groups who represent the interests (from 1 January 2012)
of consumers. Members must be appointed on the
chair’s recommendation, after consultation with scheme
participants, consumer groups and community welfare
organisations.
At least two of the industry members must represent
the interests of retailers and at least one of the industry
members must represent the interests of distributors. A
minimum of one industry member must be a member
who represents the interests of scheme participants that
are water entities.
6 ANNUAL REPORT 2011–2012About us
Our vision Table 1: EWOQ Scheme Participants 2011-12
A high performing, independent organisation making Scheme Participant Product Type Service Type
a valued contribution to an efficient and fair energy
AGL Sales (Queensland Electricity) Pty Ltd Electricity Retailer
and water sector.
AGL Sales (Queensland) Pty Ltd Gas Retailer
Allconnex Water Water Distributor and Retailer
Our mission
APT Allgas Energy Pty Ltd Gas Distributor
To provide the people of Queensland with a timely,
Australian Power and Gas Pty Ltd Electricity and Gas Retailer
effective, independent and just way of resolving
disputes with their energy and water supplier. Click Energy Pty Ltd Electricity Retailer
Dodo Power & Gas Pty Ltd Electricity Retailer
Our PURPOSE ENERGEX Ltd Electricity Distributor
EWOQ receives, investigates and resolves disputes, Envestra Ltd Gas Distributor
between Queensland’s small energy customers, Ergon Energy Corporation Ltd Electricity Distributor
small water customers in South East Queensland Ergon Energy Qld Pty Ltd Electricity Retailer
and the energy and water retailers and distributors. Essential Energy Electricity Distributor
Lumo Energy Electricity Retailer
EWOQ also identifies, and reports, systemic issues Maranoa Regional Council Gas Distributor and Retailer
arising from complaints received from customers.
Momentum Energy Pty Ltd Electricity Retailer
Origin Energy Electricity Ltd Electricity Retailer
EWOQ achieves this through a process which is free,
Origin Energy Retail Ltd Gas Retailer
fair, accessible, accountable, effective and efficient.
Powerdirect Pty Ltd Electricity Retailer
EWOQ takes into account the rights and responsibilities
of customers and scheme participants under relevant QEnergy Pty Ltd Electricity Retailer
legislation, codes and standards when resolving disputes. Queensland Urban Utilities Water Distributor and Retailer
Sanctuary Energy Pty Ltd Electricity Retailer
The scheme participants TRUenergy Pty Ltd Electricity Retailer
All licensed energy suppliers in Queensland who supply Unitywater Water Distributor and Retailer
small energy customers with electricity or reticulated Western Downs Regional Council Gas Distributor and Retailer
gas must become scheme participants. In addition,
three water distributor-retailers joined the scheme
on 1 January 2011.
A small energy customer is a customer who uses less
than 100 megawatts of electricity per year or less than
one terajoule of gas per year. Small water customers are
all residential water customers or other customers who
use less than 100 kilolitres of water per year in South
East Queensland.
ANNUAL REPORT 2011–2012 7OUR CUSTOMERS
Our customers table 2: Who contacted EWOQ
The majority of our customers were residents living 2007-08 2008-09 2009-10 2010-11 2011-12
within EWOQ’s South Queensland region. While Residential 6,524 12,980 12,166 12,269 13,047
telephone was the most preferred option for our Small Business 208 467 415 418 457
Government 11 9 9 15 18
customers to contact EWOQ the proportion of people
TOTAL 6,743 13,456 12,590 12,702 13,522
who did so declined. An increasing number of people
are choosing our online complaint form and email to
Table 3: How customers contacted
lodge complaints.
EWOQ over 5 years
Graph 1: Who contacted EWOQ 2007-08 2008-09 2009-10 2010-11 2011-12
Telephone 6,436 12,452 11,159 10,135 9,919
4,000 Web Site 61 320 647 1,194 1,880
Email 131 326 453 869 1,323
2,000
Letter 87 261 215 338 286
0,000 In Person 15 55 44 107 62
8,000 Fax 13 42 72 59 52
TOTAL 6,743 13,456 12,590 12,702 13,522
6,000
4,000
Diversity
2,000 EWOQ does not collect personal information about our
-
customers, such as cultural diversity or people with
Residential Small Business Government disabilities, unless it is relevant to their case.
2007-08 2008-09 2009-10 2010-11 2011-12 However, this financial year, through the Australian
Over the past five years the vast majority of contacts with EWOQ are Government’s Translating and Interpreting Service we
from residential customers.
assisted customers who spoke the following languages:
• Cantonese
Graph 2: How customers contacted • Russian
EWOQ over 5 years • Hungarian
• French
14,000
• Korean
12,000 • Mandarin
• Vietnamese
10,000
• Dinka
8,000 • Hazaragi
6,000
4,000
2,000
-
Telephone
Web Site
Email
Letter
In Person
Fax
2007-08 2008-09 2009-10 2010-11 2011-12
In the past 12 months there has been an increase in the number of
customers contacting EWOQ either on-line or by email as opposed to
telephone contact.
8 ANNUAL REPORT 2011–2012scheme performance
Scheme performance Table 4: EWOQ Service Standards
The Commonwealth Government developed 2011-12
benchmarks for industry-based customer dispute 2011-12 2011-12 2011-12
resolution schemes which we (and many other Notes
Target/est. Est. actual Actual
Ombudsman offices) use to measure the overall
Service standards
performance of our office. Percentage of customers 1 80% 80% 82%
who rate the performance
These benchmarks are: of the Energy and Water
• accessibility Ombudsman Queensland as
satisfactory or better
• independence
Other measures
• fairness
Percentage of complaints 95% 95% 99%
• accountability received which are
• efficiency completed by the Energy
• effectiveness. and Water Ombudsman
Queensland
Energy and water consumer 90% 90% 98%
EWOQ plans its activities and measures its success complaints resolved within
against these benchmarks. In addition, we must meet agreed standards
these benchmarks to continue our membership of the Notes: 1. EWOQ conducts Customer Satisfaction Surveys on a biennial basis.
Australian and New Zealand Ombudsman Association.
Table 5: EWOQ performance targets –
An independent review in 2010 found EWOQ met time taken to resolve complaints
the requirements for the industry benchmarks and Timeframe to close cases
exceeded our customer satisfaction targets. This Period 2009-10 2010-11 2011-12
was reported in the 2009-10 Annual Report. The next Less than 28 days 11,274 90% 11,665 92% 12,120 90%
independent review is due in the 2012-13 financial year. Less than 60 days 12,017 95% 12,345 97% 12,923 96%
Less than 90 days 12,272 97% 12,542 99% 13,260 98%
We also exceeded our service standards as outlined in Over 90 days 318 3% 160 1% 262 2%
2011-12 Queensland State Budget – Service Delivery
Standards – Energy and Water Ombudsman Queensland. Graph 3: Cases received and cases
(see Table 4). These standards form part of the Queensland closed by type 2011-12
Government’s Performance Management Framework. 1500
1000
500
0
Case Received 2011-12 Case Closed 2011-12
The cases received and cases closed have been consistent over the
past 12 months, However, the increased contact with EWOQ during the
August/September and February/March periods are reflective of the end
of summer and end of winter billing periods resulting in more high bill
complaints being received.
ANNUAL REPORT 2011–2012 9scheme performance
Graph 4: Cases received vs cases Graph 5: Average days to close cases
closed over 5 years by month over 3 years
16,000 16
14,000 14
12,000 12
10,000 10
8,000 8
6,000 6
4,000
4
2,000
2
-
0
2007-08 2008-09 2009-10 2010-11 2011-12
2009-10 2010-11 2011-12
The increase in days to close cases in the second half of 2011-12 is
reflective of billing issues experienced with a larger retailer following
the transitioning of their Queensland customers to a new billing system.
Table 6: Cases received vs cases closed over 5 years
2007-08 2008-09 2009-10 2010-11 2011-12
Received 7,378 13,245 12,415 12,672 13,496
Closed 6,743 13,456 12,590 12,702 13,522
Once again EWOQ closed more cases than it received in 2011-12.
Graph 6: Comparison of closed complaints by primary issue over 3 years
6,000
5,000
4,000
3,000
2,000
1,000
-
Billing
Credit
Customer
Service
Land
Marketing
Other
Provision
Supply
Transfer
2009-10 2010-11 2011-12
Billing related issues such as high bills, incorrect fees and charges and delays in getting bills are the main cause for complaints received. These increased
by 15% in 2011-12. Credit related complaints regarding payment difficulties, threat of disconnection, disconnection and debt listings increased by 28%.
10 ANNUAL REPORT 2011–2012scheme performance
TABLE 7: Comparison of closed complaints by primary issue over 3 years
2009-10 2010-11 2011-12
Billing 5,505 5,100 5,868
Credit 832 1,004 1,302
Customer Service 1,062 1,332 1,606
Land 47 52 56
Marketing 824 646 259
Other 289 297 469
Provision 338 500 554
Supply 311 269 113
Transfer 719 1,010 878
TOTAL 9,927 10,210 11,105
Graph 7: Cases referred to other organisations over 3 years
800
700
600
500
400
300
200
100
0
Queensland Energy
Regulator (DEWS)
Office of
Fair Trading
Queensland Water
Commission
Queensland
Competition
Authority
Queensland
Ombudsman
Australian Energy
Regulator (AER)
2009-10 2010-11 2011-12
The above graph represents complaints referred to other agencies when the complaint is not within EWOQ’s jurisdiction.
Table 8 Cases referred to other organisations over 3 years
2009-10 2010-11 2011-12
Queensland Energy Regulator (DEWS) 710 650 490
Office of Fair Trading 170 336 613
Queensland Water Commission 0 1 12
Queensland Competition Authority 27 23 13
Queensland Ombudsman 0 44 37
Australian Energy Regulator (AER) 0 0 10
TOTAL 907 1,054 1,175
ANNUAL REPORT 2011–2012 1112
AGL Sales (Queensland
Electricity) Pty Ltd
AGL Sales
(Queensland) Pty Ltd
Allconnex Water
10,000 customers closed 2011-12.
APT Allgas Energy Pty Ltd
Australian Power
and Gas Pty Ltd
Click Energy Pty Ltd
Dodo Power & Gas Pty Ltd
ENERGEX Ltd
Envestra Ltd
scheme performance
Ergon Energy Corporation Ltd
Ergon Energy Qld Pty Ltd
Essential Energy
Lumo Energy
Maranoa Regional Council
Momentum Energy Pty Ltd
Origin Energy Retail Ltd
Origin Energy Electricity Ltd
Powerdirect Pty Ltd
QEnergy Pty Ltd
Queensland Urban Utilities
Sanctuary Energy Pty Ltd
TRUenergy Pty Ltd
Unitywater
Western Downs
Regional Council
0 50 100 150 200 250 300
2009-10 2010-11 2011-12
Graph 8: COMPLAINTS PER SCHEME PARTICIPANT (PER 10,000 CUSTOMERS) CLOSED 2011-12
In recognition of the varying customer bases for scheme participants, we measure the number of complaints on a per capita basis, that is, complaints per
ANNUAL REPORT 2011–20120
10%
20%
40%
60%
80%
100%
0
10%
20%
40%
60%
80%
100%
AGL Sales (Queensland AGL Sales (Queensland
Electricity) Pty Ltd Electricity) Pty Ltd
14
0
5%
10%
15%
20%
0
10%
20%
40%
60%
80%
100%
AGL Sales (Queensland AGL Sales (Queensland
Electricity) Pty Ltd Electricity) Pty Ltd
scheme performance Table 9: Scheme participant performance in closing cases
scheme performance
Graph 11: Complaints by scheme participant by CASE type for 2011-12
AGL Sales (Qld Electricity) Pty Ltd Dodo Power & Gas Pty Ltd Lumo Energy queensland Urban Utilities
AGL Sales (Qld) Pty Ltd Energex Ltd Momentum Energy Pty Ltd Sanctuary Energy Pty Ltd
Allconnex Water Envestra Ltd Origin Energy Electricity Ltd TRUenergy Pty Ltd
APT Allgas Energy Pty Ltd Ergon Energy Corporation Ltd Origin Energy Retail Ltd Unitywater
Australian Power & Gas Pty Ltd Ergon Energy Qld Pty Ltd PowerDirect Pty Ltd Western Downs Regional Council
Click Energy Pty Ltd Essential Energy QEnergy Pty Ltd
16 ANNUAL REPORT 2011–2012scheme performance
Graph 12: All closed cases by product type over 5 years
12000
10000
8000
6000
4000
2000
0
Electricity
Gas
Water
2007-08 2008-09 2009-10 2010-11 2011-12
Electricity complaints represent the vast majority of complaints received by EWOQ.
Graph 13: All closed cases by product type 2011-12
Electricity Gas Water
ANNUAL REPORT 2011–2012 17scheme performance
Customer Outcomes Customer Satisfaction Survey
In 2011-12, we secured over 16,800 outcomes for over In 2011, a customer satisfaction survey of EWOQ
9,100 customers. An outcome can include debt or fee customers was undertaken by external market research
waiver, billing adjustment, credit default listing amended, agency Colmar Brunton.
goodwill gesture, payment plan or hardship program The survey identified a number of positive results
offered, reimbursement, or information provided by a regarding the dispute resolution services provided by
scheme participant or EWOQ. In excess of $712,000 was EWOQ to energy and water customers, as well as areas
delivered in monetary outcomes for customers. for improvement.
The survey found customer satisfaction was high and
Finalising DisputeS
had improved marginally since our last survey in 2010
On occasions, EWOQ cannot get the parties to agree. In despite significant changes within EWOQ, and staff were
these circumstances there are a number of ways we can responsible for high levels of customer satisfaction.
finalise the dispute. The introduction of the Referral to Higher Level process
was found to be having a positive impact on customers,
Firstly, a decision can be made under section 22 of however the handling of Referral to Higher Level and
the Energy and Water Ombudsman Act 2006 to not water enquiries required more focus to be as streamlined
investigate or to discontinue the investigation. There as investigations.
were twenty-six cases finalised in this way in 2011-12.
The survey found:
• 82% of customers were ‘very satisfied’
Secondly, the Ombudsman may decide under section during their contact with EWOQ, compared to 72% in 2010
34 (2) of the Energy and Water Ombudsman Act 2006 to • 86% of total respondents found it ‘very easy’ to make a
make or not to make an order in favour of a customer. In complaint with EWOQ
2011-12 the Ombudsman decided not to make an order • 89% of total respondents received a clear indication
on one occasion. of the process they needed to go through in
order to make a complaint and resolve their issue
• 94% of customers would recommend EWOQ to a
Thirdly, if a matter cannot be resolved by negotiation
friend if they had a complaint about their gas or
or conciliation, the Energy and Water Ombudsman may
electricity company that they couldn’t resolve
decide to make a final order against the supplier to • over half of all Referral to Higher Level cases (64%)
resolve a case. The Ombudsman can order energy and and investigations (57%) were resolved by EWOQ in
water suppliers to: the customers’ favour.
• pay compensation
• provide a non-monetary solution to remedy the dispute There was also a high level of customer satisfaction with the:
• amend a stated charge under the Energy and Water • independence and lack of bias of EWOQ
• opportunity given to customers to put their dispute
Ombudsman Act 2006
to EWOQ
• cancel a negotiated contract, and/or
• information provided by EWOQ to customers on the
• carry out corrective work. process that would be followed
• assistance provided by EWOQ to customers to present
All complaint investigations closed in 2011-12 were their side of the case
resolved by negotiation/conciliation and did not • frequency of updates on the progress of the
progress to final order level. customer’s complaint.
The survey also identified a number of areas for
improvement and strategies to address these issues were
implemented during the year.
18 ANNUAL REPORT 2011–2012THE CASES AND ISSUES
Overview of cases Electricity
Cases - all contacts with a customer, that is, general
Graph 14: Closed electricity cases by
enquiries, refer back to suppliers, Referral to Higher Levels,
primary issue 2011-12
investigations, and referrals (to other organisations).
Complaints – all cases that are billed to a scheme
participant, that is, refer back to suppliers, Referral to
Higher Levels and investigations.
Investigation – those complaints investigated by EWOQ.
Investigations can be a level 1, 2 or 3, depending on the
length of time taken to resolve the issue.
Table 11: Closed Electricity complaints
by primary issue by case type 2011-12
Issue Investigation Refer Back Referral to Total
Higher Level
Billing 1,093 1,446 2,462 5,001
Credit 313 285 580 1,178
Customer Service 110 541 743 1,394
Land 8 17 12 37 Billing Credit Customers Service Land Marketing
Marketing 26 103 123 252 Other Provision Supply Transfer
Other 0 256 89 345 Billing complaints relating to high bills, incorrect fees and charges,
Provision 146 159 170 475 rebates and concessions not applied correctly and delays in getting bills
Supply 13 46 28 87 represent over 50% of all electricity complaints received.
Transfer 194 208 435 837
TOTAL 1,903 3,061 4,642 9,606
Description of EWOQ issues
Case issue Description
Billing A case issue relating to high/disputed bills, delays, errors, estimated accounts, fees and charges, rebates/concessions, tariff,
meters, refunds etc.
Credit A case issue relating to payment difficulties, disconnection, bad debt etc.
Customer service A case issue relating to a scheme participant’s failure to inform/respond, incorrect advice, poor attitude/service, privacy issues etc.
Land A case issue relating to the impact of network assets, network maintenance, vegetation management etc.
Marketing A case issue relating to conduct by energy marketers, misleading information, pressure, non-account holder signed up etc.
Other A customer issue that does not fall into the other case types.
Provision A case issue relating to problems with new or existing connections etc.
Supply A case issue relating to the quality of energy supply, damage/loss, outages, sewerage overflow etc.
Transfer A case issue relating to errors in billing/transfer of account due to switching energy retailers, contract terms, delay in transfer,
site ownership etc.
General enquiry A customer has a query about electricity, gas or water that is not a complaint.
Refer back to supplier The customer has not contacted their supplier first to try and resolve the issue and the complaint is referred back to the supplier by
EWOQ. EWOQ cannot investigate a complaint until the supplier has had the opportunity to resolve it first.
Referral to Higher Level (RHL) EWOQ can refer a customer’s complaint to a higher level of authority at their suppliers before starting an investigation.
Referral (to other organisation) If a case is outside EWOQ jurisdiction, we can refer it to another organisation we have a Memorandum of Understanding with
including, the energy or water regulator, Office of Fair Trading, Queensland Competition Authority, Queensland Ombudsman or the
Queensland Water Commission.
ANNUAL REPORT 2011–2012 19THE CASES AND ISSUES
Table 12: Closed electricity investigations by primary and secondary issue over 3 years
Primary issue Secondary issue 2009-10 2010-11 2011-12
Billing No secondary issue recorded 1 0 0
Backbill 86 57 49
Delay 139 70 109
Error 315 183 228
Estimation 54 64 68
Fees and charges 182 64 25
High 457 419 377
Meter 62 58 49
Other 131 102 93
Rebate/Concession 54 30 18
Refund 24 22 23
Tariff 31 25 54
Credit Collection 128 146 137
Disconnection/Restriction 73 115 121
Payment difficulties 58 46 55
Customer Service Failure to consult or inform 11 15 11
Failure to respond 41 27 41
Incorrect advice or information 31 24 23
Poor service 34 33 32
Poor/Unprofessional attitude 7 5 1
Privacy 1 1 2
Land Network assets 5 6 3
Other 7 7 2
Vegetation management 2 4 3
Marketing Information 5 4 1
Misleading 55 25 22
Non account holder 7 2 0
Other 17 14 2
Pressure/Coercion 11 2 1
Provision Disconnection/Restriction 45 67 105
Existing connection 39 20 18
New connection 20 32 23
Supply Off supply (planned) 4 1 3
Off supply (unplanned) 18 9 6
Quality 4 1 1
Sustainability initiatives 2 1 0
Variation 4 4 3
Transfer Billing 24 7 16
Contract terms 17 25 14
Cooling off rights 11 17 22
Delay 41 13 26
In error 30 55 43
Objection/Rejected by retailer 13 2 9
Site ownership 25 9 26
Without consent 33 57 38
20 ANNUAL REPORT 2011–2012THE CASES AND ISSUES
Electricity retailers
Table 13: Closed complaints by primary issue by electricity retailer over 3 years
Primary Issue Scheme Participants 2009-10 2010-11 2011-12
Billing AGL Sales (Queensland Electricity) Pty Ltd 2,015 1,087 672
Australian Power and Gas Pty Ltd 6 62 126
Click Energy Pty Ltd 0 16 46
Dodo Power & Gas Pty Ltd 0 0 2
Ergon Energy Qld Pty Ltd 164 208 192
Lumo Energy 542 353 265
Origin Energy Electricity Ltd 2,076 2,403 3,115
Powerdirect Pty Ltd 41 53 46
QEnergy Pty Ltd 0 0 10
Sanctuary Energy Pty Ltd 0 1 6
TRUenergy Pty Ltd 179 211 521
Billing Total 5,023 4,394 5,001
Credit AGL Sales (Queensland Electricity) Pty Ltd 289 284 270
Australian Power and Gas Pty Ltd 2 1 23
Click Energy Pty Ltd 0 0 5
Ergon Energy Qld Pty Ltd 94 84 47
Lumo Energy 52 37 40
Origin Energy Electricity Ltd 324 498 675
Powerdirect Pty Ltd 2 2 6
QEnergy Pty Ltd 0 0 2
TRUenergy Pty Ltd 27 32 110
Credit Total 790 938 1,178
Customer Service AGL Sales (Queensland Electricity) Pty Ltd 279 247 160
Australian Power and Gas Pty Ltd 3 15 34
Click Energy Pty Ltd 0 3 7
Ergon Energy Qld Pty Ltd 31 69 55
Lumo Energy 121 126 55
Origin Energy Electricity Ltd 431 494 742
Powerdirect Pty Ltd 6 12 15
QEnergy Pty Ltd 0 0 1
Sanctuary Energy Pty Ltd 0 2 6
TRUenergy Pty Ltd 35 71 130
Customer Service Total 906 1,039 1,205
General / Enquiry* Ergon Energy Qld Pty Ltd 1 0 0
Lumo Energy 1 0 0
General / Enquiry Total 2 0 0
Land* Ergon Energy Qld Pty Ltd 2 0 0
Lumo Energy 1 0 0
Origin Energy Electricity Ltd 2 0 0
Land Total 5 0 0
Marketing AGL Sales (Queensland Electricity) Pty Ltd 238 114 49
Australian Power and Gas Pty Ltd 4 48 41
Click Energy Pty Ltd 0 3 0
Ergon Energy Qld Pty Ltd 2 0 0
Lumo Energy 139 140 25
Origin Energy Electricity Ltd 375 187 46
ANNUAL REPORT 2011–2012 21THE CASES AND ISSUES
Table 13: Closed complaints by primary issue by electricity retailer over 3 years continued
Primary Issue Scheme Participants 2009-10 2010-11 2011-12
Powerdirect Pty Ltd 21 3 0
QEnergy Pty Ltd 0 0 1
Sanctuary Energy Pty Ltd 0 0 6
TRUenergy Pty Ltd 26 141 84
Marketing Total 805 636 252
Other AGL Sales (Queensland Electricity) Pty Ltd 68 31 44
Australian Power and Gas Pty Ltd 0 7 12
Click Energy Pty Ltd 0 1 1
Ergon Energy Qld Pty Ltd 9 19 26
Lumo Energy 18 9 16
Origin Energy Electricity Ltd 126 85 144
Powerdirect Pty Ltd 0 0 7
QEnergy Pty Ltd 0 0 1
Sanctuary Energy Pty Ltd 0 0 1
TRUenergy Pty Ltd 8 8 27
Other Total 229 160 279
Provision AGL Sales (Queensland Electricity) Pty Ltd 84 86 49
Australian Power and Gas Pty Ltd 0 8 14
Click Energy Pty Ltd 0 3 0
Country Energy 0 0 0
Energy Australia 0 0 0
Ergon Energy Qld Pty Ltd 13 22 35
Lumo Energy 12 11 16
Momentum Energy Pty Ltd 0 1 1
Origin Energy Electricity Ltd 103 157 192
Powerdirect Pty Ltd 1 4 2
Sanctuary Energy Pty Ltd 0 2 0
TRUenergy Pty Ltd 5 26 36
Provision Total 218 320 345
Supply* AGL Sales (Queensland Electricity) Pty Ltd 37 24 0
Ergon Energy Qld Pty Ltd 15 19 0
Lumo Energy 8 9 0
Origin Energy Electricity Ltd 79 52 0
Powerdirect Pty Ltd 2 3 0
QEnergy Pty Ltd 0 1 0
TRUenergy Pty Ltd 5 5 0
Supply Total 146 113 0
Transfer AGL Sales (Queensland Electricity) Pty Ltd 219 181 126
Australian Power and Gas Pty Ltd 0 52 46
Click Energy Pty Ltd 0 8 10
Dodo Power & Gas Pty Ltd 0 0 2
Ergon Energy Qld Pty Ltd 1 6 0
Lumo Energy 100 258 143
Origin Energy Electricity Ltd 318 237 228
Powerdirect Pty Ltd 10 24 7
QEnergy Pty Ltd 0 1 6
Sanctuary Energy Pty Ltd 0 0 1
TRUenergy Pty Ltd 36 192 268
Transfer Total 684 959 837
TOTAL 8,808 8,559 9,097
* Please note due to changes in the categorisation of these variables this data is captured elsewhere
22 ANNUAL REPORT 2011–2012THE CASES AND ISSUES
Graph 15: Complaints by case type for each electricity retailer over 3 years
2009-10 2010-11 2011-12
AGL Sales (Queensland Electricity) Pty Ltd Momentum Energy Pty Ltd
2500
2000
1500
1000
500
0
Billing
Credit
Customer
Service
Marketing
Other
Provision
Supply*
Transfer
Australian Power and Gas Pty Ltd
150
100
Origin Energy Electricity
50 3500
3000
0 2500
2000
Billing
Credit
Customer
Service
Marketing
Other
Provision
Transfer
1500
1000
500
Click Energy Pty Ltd 0
Billing
Credit
Customer
Service
Land*
Marketing
Other
Provision
Supply*
Transfer
50
40
Powerdirect
30
60
20
50
10 40
30
0 20
Billing
Credit
Customer
Service
Marketing
Other
Provision
Transfer
10
0
Billing
Credit
Customer
Service
Marketing
Other
Provision
Supply*
Transfer
ANNUAL REPORT 2011–2012 230
0.5
1
1.5
2
0
100
200
300
400
500
600
24
0
50
100
150
200
250
Billing Billing
2009-10
Credit
Credit
Lumo Energy
Customer Customer
2010-11
Service Service
General / General /
Enquiry* Enquiry*
Billing
Land* Land*
2011-12
Dodo Power and Gas Pty Ltd
Marketing
Marketing
Ergon Energy Queensland Pty Ltd
Other
Other
Provision
Provision
THE CASES AND ISSUES
Supply*
Supply*
Transfer
Transfer
Transfer
0
1
2
3
4
5
6
0
2
4
6
8
10
0
100
200
300
400
500
Billing
Billing
QEnergy
Billing
TRUenergy
Credit
Customer Credit
Sanctuary Energy
Service
Customer
Service
Customer
Service
Marketing Marketing
Marketing
Other
Other
Provision Other
Provision
Supply*
Supply*
Transfer
Transfer Transfer
Graph 15: Complaints by case type for each electricity retailer over 3 years continued
ANNUAL REPORT 2011–2012THE CASES AND ISSUES
Case studies - Electricity retailers
Case Study 1: Frustrated by procedure Outcome: We investigated the issue and requested
A customer contacted EWOQ as she had been in dispute information from the retailer regarding the customer’s
with her retailer about the size of her bill. On contacting contract. As a result of our investigation and through
the retailer the customer was advised the bill was negotiation with the retailer, we were able to obtain
based on an actual meter reading and to monitor her agreement from the retailer to retrospectively transfer
usage. After she transferred to a new retailer her energy the customer back to her previous retailer. The retailer
consumption was significantly lower than with her also waived the remaining bill and offered the customer
previous retailer. The customer then received a phone call a goodwill gesture of $100.
from a debt collection agency about her outstanding bill.
She contacted EWOQ to determine if the bills received Case Study 3: Insult added to injury
from her previous retailer were accurate and based on The customer had solar panels and a solar meter installed in
actual meter readings. If not the customer requested 2009, at which time the electrician contacted the distributor
that her previous retailer issue her with a credit and and requested the removal of the off-peak meter. This was
discontinue the debt collection. not done. Over the years the customer contacted his retailer
trying to have the meter removed and to be reimbursed
Outcome: We contacted the retailer and requested a for the minimum service fee for the meter. The customer
high bill investigation be undertaken together with eventually contacted EWOQ seeking assistance.
confirmation that the customer had been billed on actual
meter readings and not estimated ones. We also requested Outcome: We contacted the retailer who confirmed that
information on the customer’s usage history. the meter should have been removed in early 2010.
After discussing the matter with us, the retailer also
Through our intervention the retailer confirmed that compensated the customer by applying a credit to the
the bills were based on actual meter readings and as a customer’s account, waived the fees charged for the
gesture of goodwill, the retailer waived the customer’s period the off-peak meter was not removed and offered
outstanding debt. In addition, the retailer withdrew the the customer a goodwill gesture of $75.
debt from the debt collection agency.
Case Study 4: Pensioners try to do the right thing
Case Study 2: Poor customer service A customer received a letter from her retailer advising
The customer entered into an agreement with a retailer that she was entitled to a $4,500 solar rebate. The
that included receiving a 10% discount. The customer also customer’s husband contacted the retailer to confirm that
requested the account be in her name as her late father this was correct and requested payment of the rebate by
had passed away a number of years earlier. When the cheque. As the couple received a pension from Centrelink,
customer received her account it was in her late father’s the customer advised Centrelink of the additional income,
name and although she had tried to resolve the issue on a which resulted in a fortnightly decrease to their pension
number of occasions with her retailer, the retailer would only entitlement. Subsequently, the customer received a bill
discuss the account with the account holder (her late father). from her retailer stating she owed $4,500.
The customer contacted EWOQ to obtain assistance Outcome: The customer contacted us very concerned that
in cancelling the contract in her father’s name and she and her husband would have to repay the money
retrospectively transferring her back to her previous retailer. which would be a struggle for them. We contacted the
ANNUAL REPORT 2011–2012 25THE CASES AND ISSUES retailer to determine the cause of the error and negotiate Outcome: As a result of our intervention, the retailer a solution acceptable to both parties. We pointed out to provided the customer with an accurate bill. However, the the retailer that under s.4.11.1 of the Electricity Industry retailer sought to back bill the customer for 3 years. This is Code (the Code) customers cannot be required to repay prohibited by the Code. We again intervened and the bill any money paid to them due to retailer error. Through our was reduced by approximately $10,000. negotiation, the retailer revised the customer’s account to comply with the Code, rebilled the customer for the correct amount, and offered a goodwill gesture. Case Study 5: Lack of communication leads to threats of disconnection A customer received a high electricity bill which he disputed as he had been overseas for the majority of the billing period and his solar generation had covered his usage. When the customer contacted his retailer, the retailer confirmed that he had been overcharged and the account would be corrected. This was not done and the customer started receiving disconnection warning notices from his retailer. Outcome: The customer contacted us for assistance in having the bill investigated. Through negotiation and conciliation, we arranged for the retailer to issue a new bill to the customer. The retailer also apologised for any inconvenience to the customer and offered a goodwill gesture of $50. Case Study 6: No reason for concern A customer contacted EWOQ after trying to resolve an issue with his retailer since 2008 regarding a meter used for crop irrigation. The customer had received a final bill for this meter, which he had not requested. Concerned about being disconnected, the customer contacted the retailer and was advised the issue had been resolved. Over the next two years, the customer continued to pay his bills and thought no more of it, until a contractor attended to disconnect the meter. The customer contacted his retailer and was again advised the issue had been resolved. In June 2011, the customer was told by his retailer that he had been illegally using electricity and had 12 days to rectify the situation. 26 ANNUAL REPORT 2011–2012
THE CASES AND ISSUES
Electricity distributors
Table 14: Closed complaints by primary issue by electricity distributor over 3 years
Primary Issue Scheme Participant 2009-10 2010-11 2011-12
Billing ENERGEX Ltd 19 6 0
Ergon Energy Corporation Ltd 6 3 0
Billing Total 25 9 0
Credit ENERGEX Ltd 1 0 0
Credit Total 1 0 0
Customer Service ENERGEX Ltd 71 129 151
Ergon Energy Corporation Ltd 14 31 38
Customer Service Total 85 160 189
Land ENERGEX Ltd 29 23 21
Ergon Energy Corporation Ltd 13 27 16
Land Total 42 50 37
Other ENERGEX Ltd 31 40 55
Ergon Energy Corporation Ltd 3 3 11
Other Total 34 43 66
Provision ENERGEX Ltd 65 78 88
Ergon Energy Corporation Ltd 27 35 41
Essential Energy 0 2 1
Provision Total 92 115 130
Supply ENERGEX Ltd 82 77 61
Ergon Energy Corporation Ltd 51 38 25
Essential Energy 0 0 1
Supply Total 133 115 87
Transfer Essential Energy 1 0 0
Transfer Total 1 0 0
TOTAL 413 492 509
ANNUAL REPORT 2011–2012 27THE CASES AND ISSUES
Graph 16: Closed complaints by primary issue by electricity distributor over 3 years
2009-10 2010-11 2011-12
Energex ltd
200
150
100
50
0
Billing
Credit
Customer
Service
Land
Other
Provision
Supply
Transfer
Ergon Energy Corporation Ltd
60
50
40
30
20
10
0
Billing
Credit
Customer
Service
Land
Other
Provision
Supply
Transfer
Essential Energy
2
1.5
1
0.5
0
Billing
Credit
Customer
Service
Land
Other
Provision
Supply
Transfer
28 ANNUAL REPORT 2011–2012THE CASES AND ISSUES
Case studies - Electricity distributors
Case Study 1: No form no work distributor’s work crew was in the immediate area the
A customer’s house had been badly damaged by fire and crew did not attend the customer’s home to restore his
she planned to demolish it. When the customer contacted power. As a result, we were able to negotiate with the
the retailer, she was advised it may take up to 20 days to distributor for a reversal of the pass through charge.
get the service line removed. Further delay in having the
line removed would financially impact the customer as the Case Study 3: Planned outage but no advice
demolition crew had been booked to demolish the A customer who runs a business from home contacted
house on a specific date. EWOQ as he and his neighbours did not receive prior
notice from the distributor of a planned outage. A
Outcome: We contacted the distributor and were told that planned outage occurs when the distributor undertakes
certain paperwork was required from the retailer before maintenance work on an electricity line or transformer
the service line could be removed. With our assistance during business hours. When the customer contacted the
the customer completed and submitted the necessary distributor he was advised that notices had been sent to
form through her retailer to the distributor. The service households affected by the planned outage.
was removed and the demolition proceeded as planned.
Outcome: When we investigated the issue, the distributor
Case Study 2: Plans go astray admitted that it was possible no notice had been sent to
A customer advised that there had been a bad storm in his the customer or his neighbours as the map the distributor
area and he lost power at his home. The customer noticed used to coordinate advice to residents about planned
his neighbours’ lights were still on so he contacted the outages did not include their properties. As a distributor
distributor who suggested he check the switches on his is required to provide at least two business days’ notice to
meter board. After the customer checked the switches residential properties for planned outages the customer
his power was restored and he subsequently contacted was entitled to a Guaranteed Service Level payment. As
the distributor and advised his power had been restored. a result of our intervention, the distributor offered the
The customer later received a bill from his retailer with customer a Guaranteed Service Level payment of $26.00.
a charge of $250.00 for a site visit. When the customer
contacted his retailer he was advised this was a pass
through charge from the distributor. A pass through
charge is a charge from the distributor passed directly
onto the customer from the retailer. The customer
contacted the distributor who advised a crew had
attended his premises to restore his power. The customer
disputed this and as he had solar PV panels installed at
around the same time as the storm thought the distributor
may have had the work orders confused.
Outcome: We investigated the issue and contacted the
distributor to request an explanation for the charge, and
documentation regarding the work order. Although the
ANNUAL REPORT 2011–2012 29THE CASES AND ISSUES
Gas
Graph 17: Closed gas complaints by Table 15: Closed gas complaints by
primary issue 2011-12 primary issue by case type 2011-12
Investigation Refer Back Referral Total
to Higher
Level
Billing 74 119 219 412
Credit 39 17 43 99
Customer Service 18 24 60 102
Land 0 1 0 1
Marketing 0 4 3 7
Other 0 17 3 20
Provision 22 24 20 66
Supply 2 5 5 12
Transfer 14 8 19 41
TOTAL 169 219 372 760
Billing Credit Customers Service Land Marketing
Other Provision Supply Transfer
Gas complaints relating to high bills, incorrect fees and charges, rebates
and concessions not applied correctly, and delays in getting bills,
represented over 50% of all gas complaints received.
30 ANNUAL REPORT 2011–2012THE CASES AND ISSUES
Gas retailers
Table 16: Closed complaints by primary issue by Gas retailer over 3 years
Primary Issue Scheme Participants 2009-10 2010-11 2011-12
Billing AGL Sales (Queensland) Pty Ltd 288 238 115
Australian Power and Gas Pty Ltd 3 1 9
Maranoa Regional Council 0 1 0
Origin Energy Retail Ltd 114 144 287
Western Downs Regional Council 1 0 1
Billing Total 406 384 412
Credit AGL Sales (Queensland) Pty Ltd 22 24 33
Australian Power and Gas Pty Ltd 0 1 0
Origin Energy Retail Ltd 17 36 66
Credit Total 39 61 99
Customer Service AGL Sales (Queensland) Pty Ltd 35 35 31
Australian Power and Gas Pty Ltd 0 0 1
Origin Energy Retail Ltd 16 30 62
Customer Service Total 51 65 94
Marketing AGL Sales (Queensland) Pty Ltd 7 7 4
Australian Power and Gas Pty Ltd 0 1 0
Origin Energy Retail Ltd 3 2 3
Marketing Total 10 10 7
Other AGL Sales (Queensland) Pty Ltd 8 2 2
Australian Power and Gas Pty Ltd 1 0 1
Origin Energy Retail Ltd 9 8 16
Other Total 18 10 19
Provision AGL Sales (Queensland) Pty Ltd 7 23 18
Australian Power and Gas Pty Ltd 0 0 1
Origin Energy Retail Ltd 16 26 39
Provision Total 23 49 58
Supply* AGL Sales (Queensland) Pty Ltd 5 5 0
Origin Energy Retail Ltd 14 16 0
Supply Total 19 21 0
Transfer AGL Sales (Queensland) Pty Ltd 12 34 19
Australian Power and Gas Pty Ltd 0 4 4
Origin Energy Retail Ltd 13 13 18
Transfer Total 25 51 41
TOTAL 591 651 730
* Please note due to changes in the categorisation of these variables this data is captured elsewhere
ANNUAL REPORT 2011–2012 31THE CASES AND ISSUES
Case studies – Gas retailers
Case Study 1: Advice helps ease bill shock had been forwarded to the distributor. Following our
Where a complaint concerns a high bill, EWOQ can assist investigation the service order was provided to the
in several ways. In this case, we assisted the customer distributor and the customer’s gas meter installed.
in understanding his bills and a number of inquiries
confirmed the accuracy of the bill. The customer came Case Study 3: Harsh consequences for person in need
to EWOQ concerned about the number of estimated A customer entered into a payment plan with her retailer
bills he had received since 2009, and the size of his most for an outstanding bill of $400. When the customer
recent bill which was greater than the last two years’ bills missed one payment her gas supply was disconnected.
combined. The customer wanted to ensure his retailer had The customer advised EWOQ that she had informed
obtained an accurate meter reading and that in the future her retailer she was experiencing financial hardship but
he would receive fewer estimated bills. the retailer did not provide any information about its
hardship program or the government assistance available
Outcome: We investigated the issue and asked the through the Home Energy Emergency Assistance Scheme
retailer to conduct a high bill investigation to ensure the (HEEAS). The customer contacted EWOQ to assist with
accuracy of the bill. As part of our investigation, we also having her gas supply reconnected as soon as possible, to
requested copies of the customer’s accounts and usage request that she be considered for the retailer’s hardship
history. Insofar as the estimated bills were concerned, program together with an application for HEEAS, and to
the investigation confirmed that the meter readers had be able to reinstate her payment plan at $50 per fortnight.
experienced difficulties in accessing the customer’s meter.
Consequently, the retailer had to estimate the customer’s Outcome: We contacted the retailer and arranged for the
usage based on his previous history. The last, and customer’s gas supply to be reconnected. As a result of
highest, bill was based on an actual reading of the meter our negotiation with the retailer, the retailer also agreed
and it is not uncommon for such bills to be more than to re-establish the customer’s payment plan and discuss
previous ones given they were based on estimates only. with the customer its hardship program. In addition, the
Nevertheless, a good will gesture of $400 was offered by retailer agreed to provide the customer with information
the retailer because of the number of bills which had been on the government assistance available through HEEAS
based on estimated readings. for customers experiencing financial hardship.
Case Study 2: Waiting and waiting and still
no response
A customer contacted his retailer to have a gas meter
installed at his property. As the customer had been
waiting for over a month to have the meter installed and
was having difficulty in receiving a response from his
retailer, the customer contacted EWOQ for assistance.
Outcome: As part of our investigation we asked the
retailer why the customer had not had his gas meter
installed and if the retailer could confirm that the
necessary work order for the installation of the meter
32 ANNUAL REPORT 2011–2012You can also read
