ELECTRICITY RETAIL INDICATORS 2011/12 IN REVIEW

Transcription

1 ELECTRICITY RETAIL INDICATORS 211/12 IN REVIEW

2 Published 2 October 212 Copyright Synergy 212 Any use of this material except in accordance with a written agreement with Synergy is prohibited. DMS# Page 2 of 19

3 1. EXECUTIVE SUMMARY Introduction Synergy is required under the Code of Conduct for the Supply of Electricity to Small Use Customers 1 (Customer Service Code) to publish annual information 2 on: Affordability and access. Customer complaints. Compensation payments. Call centre performance. Customer accounts. Pre-payment meters. This report is intended to provide context to Synergy s electricity small use customer performance during 211/12. It is recognised that prior to 211/12 Synergy experienced various problems with its billing system which negatively impacted our customers and our regulatory performance. In 211/12 Synergy undertook rigorous effort to address these issues by stabilising the billing system and focussing on meeting the needs and expectations of our customers. It is therefore pleasing for Synergy to report significant customer service improvement over the year in relation to: Billing. Complaints management. Contact centre performance. 211/12 in review This report details Synergy s performance with respect to the above matters for the period 1 July 211 to 3 June 212 (211/12). Synergy s vision is to be a customer focussed competitive energy provider meeting community expectations. Synergy is Western Australia s largest energy retailer, procuring and selling electricity and gas to customers throughout the South West Interconnected System (SWIS), stretching from Kalbarri in the north, to Kalgoorlie in the east and Albany in the south. The primary activities of Synergy include energy procurement relating to an energy portfolio in excess of $26 billion, marketing, electricity and gas sales, customer service in terms of billing, payment processing and information provision. Synergy sells approximately 65% of the electricity consumed in the SWIS (household and business customers). As at year end, Synergy had approximately 1 million customers, received over 1.3 million telephone calls, processed about 6 million electricity bills, received $2.75 billion in energy sales, paid $2.63 billion to suppliers predominately for the generation and transport of electricity and purchase and transport of gas. In addition to the sale of electricity Synergy also undertook a significant amount of business activity in relation to: Implementation of retail tariff increases in July 211 affecting more than 97, customers. 1 A small use customer is a customer who consumes not more than 16 MWh per annum. 2 It should be noted that although the Customer Service Code requires retail performance metrics to be calculated on the basis of customers, the ERA requires retailers to report on the basis of customer accounts. For the purposes of this report customer numbers relate to customer accounts. DMS# Page 3 of 19

4 Compliance with the Clean Energy Future legislation which resulted in Synergy s electricity customers paying a carbon charge on and from 1 July 212. Delivering increases to state government concessions and rebates to more than 311, customers. Administering the state government s residential net feed-in tariff applicable to approximately 92, residential customers, an increase of almost 6% compared to the previous 12 months. The Economic Regulation Authority s inquiry into the efficiency of Synergy s costs and tariffs. The Authority found, amongst other matters, Synergy s energy procurement, including procurement of renewable energy certificates, was efficient; an important finding considering energy procurement represents a significant proportion of Synergy s costs and hence the amount a customer pays. Preparing for the implementation and administration of the state government s new cost of living allowance to eligible residential customers, which takes effect on and from 1 October 212. Undertaking a detailed review of its life support customer polices and procedures during the year. Unfortunately, it appears that some customers are claiming life support equipment registration when they are not eligible to do so. The review also identified a number of areas in which the legislation dealing with this matter can be improved to provide greater protection to genuine life support equipment customers. Synergy continued its detailed review of rebates and concessions during 211/12. This two year project was the largest and most detailed review of energy rebates ever undertaken in Western Australia to ensure customers received their correct concessions entitlements. Affordability Synergy s small use customers experienced further tariff increases in 211/12 as electricity prices continued to transition towards cost reflective levels. During the year Synergy continued to assist customers, specifically the most vulnerable members of our community, to manage the price rises by: Providing customers with additional time to pay their bill. Implementing concession increases consistent with state government policy. Managing and promoting hardship programs. Assisting customers to reduce energy consumption and hence their bill. Residential customer disconnections for non-payment during 211/12 were relatively constant at 7,723 compared the previous year s total of 7,631. In the previous year s report Synergy highlighted its challenges for the forthcoming year was to: Encourage residential customers to contact Synergy as soon as they experience payment problems. Educate customers how their consumption affects their bill. Assist customers to establish payment practices that avoid disconnection. These activities will again be the focus of our attention in 212/13 with respect to residential customer affordability. This will be especially important given the introduction of the federal government s Clean Energy Future legislation which resulted in Synergy s electricity customers DMS# Page 4 of 19

5 paying a carbon charge on and from 1 July 212. As of that date, Synergy s standard residential electricity tariff now includes /unit for Synergy's estimate of its costs for the federal government's carbon price, Synergy's allowable return and GST. This represents an estimated increase of 9.13% for an average daily usage of units. Synergy does not proactively disconnect customers, it is genuinely a last resort measure. As a retailer, it is important Synergy takes all available action to receive payment for electricity that has been consumed by its customers. In doing so, Synergy has a range of assistance measures to assist customers to pay their bills including providing concessions and rebates, payment plans and extensions as well as dedicated financial hardship programs. However, it is a source of frustration to Synergy that it cannot help customers if they do not contact us to access the various assistance measures. Synergy s staff have the unenviable task of determining the time at which a customer must be disconnected for non-payment once all our attempts to keep them connected have been exhausted. Synergy bears the brunt of criticism if we disconnect customers but we also receive criticism where we delay disconnection and customers increase their debt as a result. Synergy does not usually disconnect customers because they fail to pay their bill but because they disengage from us. Disconnection is too often the trigger for customers to contact us for assistance, but it is often too late. Synergy s focus in 211/12 with respect to hardship customers included: Engaging hardship customers to identify high energy use through the hardship assessment process and providing solutions to reduce consumption. Identifying ways in which the hardship utility grant scheme (HUGS) can be enhanced to provide for greater customer accessibility and quicker payment. Assisting customers to not incur further energy debts by undertaking a more appropriate payment pattern consistent with their energy usage. Complaints Synergy s customer service has significantly improved reflected by an almost 47% decrease in residential complaints over the year and a 32% reduction in Energy Ombudsman complaints. In addition, the average number of days to conclude a complaint fell from to 14.33, a decrease of 54%. Telephone call management During 211/12 Synergy s overall telephone call management performance substantially improved as follows, reflecting improved customer service: The number of telephone calls to Synergy decreased by just under 9% to 1,315,881. The percentage of telephone calls to an operator responded to within 3 seconds increased from 7% to 75%. The average duration (in seconds) before a call is answered by an operator fell from 54 seconds to 35 seconds, a decrease of just over 35%. The percentage of telephone calls that were unanswered fell from 4% to 3.15% DMS# Page 5 of 19

6 The year ahead Synergy s business focus during the 212/13 will be its customers and first call resolution. We have a number of challenges in the year ahead including: Excess electricity supply resulting in aggressive competition in the contestable market including competition for contestable small use customers. Synergy has approximately 2 MW of generation capacity from residential small renewable energy systems. The suspension of the state government s feed-in tariff scheme has not had a significant impact on the uptake of domestic solar systems and the number of new customers participating in Synergy s Renewable Energy Buyback Scheme remains very strong. This has contributed to, for the first time since Synergy s establishment, a decline in residential electricity consumption which has financial and energy portfolio management ramifications for Synergy. Changing customer needs in terms of technology applications and greater customer engagement over electricity use as a result of price increases. Introduction of the new cost of living allowance affecting 311, Synergy customers. Continuing to assist customers in terms of energy affordability specifically recognising the cost impact to customers as a result of carbon charges. DMS# Page 6 of 19

7 2. AFFORDABILITY AND ACCESS Disconnection Disconnection is always a last resort and Synergy would prefer that the customer calls us to discuss their options regarding payment of a debt. Approximately 95% of disconnections occur after at least three bills (i.e. 6 months of accrued electricity debt) remain unpaid typically with a value in excess of $5. The level of assistance provided by the state government to improve the affordability of electricity to residential customers in the South West Interconnected System (SWIS) is significant but often overlooked. In 211/12 the state government subsidised residential tariffs within the SWIS to the value of approximately $246M. This equates to approximately $275 per residential customer or 26% of the average electricity bill of $1,62. In addition, the state government also provided over $59M to assist concession card holders and customers assessed as experiencing financial hardship. This will increase in 212/13 with the introduction of the state government s cost of living allowance on 1 October 212.* In undertaking customer disconnections Synergy seeks to act in a responsible manner and comply with its regulatory obligations to offer assistance once a customer advises of payment problems and has been assessed as experiencing payment difficulty or financial hardship. Customers must also be accountable for their consumption decisions and pay for the electricity they have consumed. In situations where customers are experiencing payment problems they have a responsibility to advise Synergy as soon as possible after experiencing those difficulties, which does not always occur. Despite extensive state government and retailer assistance some customers still have difficulty paying their bill. In these situations, action unfortunately has to be taken. Synergy only adopts disconnection of customers for non-payment as a last resort when all attempts to keep customers connected have failed. Before Synergy disconnects a customer, it will typically; Issue a reminder notice. Issue an sms (if a mobile number is provided). Issue a disconnection letter. Issue a disconnection warning card. In some cases, send a Synergy field credit officer to visit the customer s premises. Synergy recognises the impact on customers losing their electricity supply, but the longer disconnection is avoided the greater the debt a customer will incur. Consequently, the decision to disconnect a customer for non-payment is a difficult one. Synergy is a government owned enterprise and as such has a responsibility on behalf of Western Australian taxpayers to recover payment for electricity consumed by its customers. On average Synergy writes off $1M per month in debt largely due to customers leaving a premise without paying or notifying Synergy. In the event Synergy does not recover payment for electricity consumed by its customers then those losses must be borne by someone, be it the retailer, the state government or all electricity customers. Synergy s hardship policy Synergy s financial hardship policy continues to provide valuable support to its customers who face financial hardship. The policy was developed in association with representatives from Western Australia's community sector, and in accordance with best practice guidelines and is reviewed annually. DMS# Page 7 of 19

8 The key outcome of Synergy s 211 policy review was to enhance Synergy s staff capability to assess customers experiencing payment difficulty and financial hardship, by introducing changes to its standard operating procedures relating to payment difficulty and financial hardship. Changes have been introduced to: Identify genuine hardship customers more effectively. Educate customers about paying on time and understanding the consequences of overdue debt. Minimise the risk of Synergy not adequately assessing a customer s capacity to repay current and historical debt (if applicable) when notified of a customer s payment problems. Empower Synergy staff with greater autonomy to assess payment difficulty and financial hardship. Training of Synergy staff in the new operating procedures was completed in mid-december 211. A new initiative in 211/12 to assist customers experiencing hardship is Synergy s credit management officers currently processing online HUGS applications whilst speaking to customers in situations where the customer owes less than $ This was part of a six month trial in a joint project with the Department of Child Protection to increase the accessibility and reduce the time taken to receive HUGS. Following the success of the trial the initiative has been deployed on a full time basis. Additional benefits have also been realised in 211/12 with the creation of a dedicated phone line for use by financial counsellors to speak to credit management officers to discuss and arrange assistance plans for customers assessed as financial hardship. How Synergy implements payment difficulty and financial hardship assistance To identify residential customers experiencing financial hardship Synergy has: Financial hardship assessment criteria. (Synergy also has assessment criteria with respect to payment difficulties and severe financial hardship). Processes to identify a customer in hardship as early as possible when they contact Synergy including processes to assist customers to self identify and request hardship assistance. A specialist team (credit management) which the Contact Centre can refer customers in financial hardship to. Empowered credit management officers to negotiate and agree on solutions for customers. Encouraged customers in financial hardship to make early contact about outstanding arrears via the contact centre, bills, reminder notices, customer service charter, interactive voice response (IVR), website and other customer communication channels. Facilitates self-identification by customers by ensuring credit management staff are trained to communicate sensitively with customers in hardship. Established processes to refer customers to consumer representative associations and government programs for further advice and assistance. The existing financial guidelines were reviewed to better identify ways of effectively differentiating those customers experiencing payment difficulty from those customers in financial hardship. The assessment process was refined by including criteria that would enable Synergy customer service representatives to identify and assist those in payment difficulty in a timely fashion. This process DMS# Page 8 of 19

9 enhancement ensures those who are assessed as experiencing financial hardship are transferred to a credit management officer for appropriate assistance. Training of the new business processes has taken place and focus includes regular feedback from credit management officers and customer service representatives to identify further opportunities for improvement. The new processes will be monitored for at least three months to ensure they work as intended. Customer assistance programs Synergy has a range of payment initiatives, options and assistance to help customers experiencing payment difficulty and financial hardship. These include: Synergy s customer service representatives are now authorised to grant payment extensions to customers up to 2 weeks after the next scheduled meter read which constitutes a payment n extension of up to 74 days. Synergy s Credit Management area receives 35-4 calls per day. Approximately 8% of these calls are in relation to hardship. On average each call duration is approximately 2 minutes. During this time Synergy s staff will endeavour to obtain as much information (basic living needs, electricity consumption habits, electrical appliances, etc) to assist the customer to enter into realistic payment arrangements and to educate them of electricity use and how their consumption affects their bill. Synergy s Power on Payment and Power Assist programs financially assist customers during times when they cannot make a payment and these programs provide an incentive to adhere to a payment arrangement. Approximately $5, in assistance was provided to customers experiencing hardship in 211/12. New promise to pay guidelines to assist residential customers manage higher electricity prices and introduction of new debt collection processes ensuring more customers are contacted earlier in the cycle of an outstanding debt. Providing hardship customers with payment moratoriums. When assessing a customer as experiencing financial hardship a Synergy credit management officer will grant a customer 15 business days to make contact with a financial counsellor to arrange a meeting. If the customer attends the meeting Synergy will then allow a further 15 business days for the customer to arrange payment / discuss options etc. During this time all collections activity is suspended. Synergy will further consider extending a moratorium period should the customer be unable to meet with a financial counsellor within the initial period. Synergy has two moratorium periods in place annually for Easter and Christmas/New Year whereby all non-payment disconnections for residential customers are suspended. Customer service representatives have extensive guidelines to allow them to extend payment terms for customers finding it difficult to pay their accounts on time as well as guidelines on the financial hardship assessments and referral process. Synergy includes the Centrepay reference number on the accounts and actively promotes Centrepay to all of our customers. Synergy's credit management officers regularly attend training on hardship to ensure they are familiar with the processes and requirements around the management of customers in hardship. In addition a random sample of credit management officers calls to customers with hardship are reviewed each fortnight to ensure compliance and service quality. Synergy s Credit Management section has a debt waiver policy which is linked into a customer s circumstances and encourages customers to be aware of their consumption as well as encouraging them to develop good payment habits so as to avoid disconnection. DMS# Page 9 of 19

10 In addition to the above, Synergy plays a pivotal role in the administration, management and promotion of its own and state government electricity customer assistance schemes including: Administration of state government concessions and energy rebates including the supply charge rebate (ceasing on 1 October 212 to be replaced by the cost of living allowance), dependent child rebate, account establishment fee waivers, air conditioning subsidy, caravan park and park home subsidy. The value of these rebates and subsidies in 211/12 was more than $59M. Administration of HUGS on behalf of the state government. From July 211 June 212 HUGS grants to the value of $4.6M were provided to 12,565 customers to avoid disconnection. Maintenance of the Power Assist scheme which involves an annual payment of $75, to WACOSS. This is administered by St Vincent de Paul (previously Anglicare) through its emergency relief agencies, as individual grants to customers who contact these agencies. Reconnection In 211/12, the number of residential customers reconnected at the same supply address and in the same name following disconnection within 7 days of disconnection increased by 4% compared to the previous year. Table 1 - Affordability and access: residential customers Code reference Affordability Number of customers Percentage 13.2(1)(a) Total number of residential customers 894,84 (89,918) 1% (1%) 13.2(1)(a)(i) customers who are subject to an instalment plan 34,26 (3,893) 3.8% (3.47%) 13.2(1)(a)(ii) customers who have been granted additional time to pay their bill under Part 6 (of the Code of Conduct ) 9,262 (96,148) 1.9% (1.79%) 13.2(1)(a)(iii) customers who have been placed on a shortened billing cycle.% (.%) 13.2(1)(a)(iv) customers who have been disconnected in accordance with clauses 7.1 to 7.3 (of the Code of Conduct) for failure to pay a bill 7,723 (7,631).86% (.86%) 13.2(1)(a)(v) customers who have been disconnected who were previously the subject of an instalment plan 2,342 (1,993).26% (.22%) 13.2(1)(a)(vi) customers who have been disconnected at the same supply address within the past 24 months 1,546 (858).17% (.1%) 13.2(1)(a)(vii) 13.2(1)(a)(viii) customers who have been disconnected while receiving a concession customers who the retailer requested to be reconnected, other than pursuant to clause 8.1(1)(b) or clause 8.1(1)(c) who were not reconnected within time 2,369 (2,189) 46 (44).26% (.25%).5% (.5%) DMS# Page 1 of 19

11 Code reference Affordability Number of customers Percentage 13.2(1)(a)(ix) customers who have been reconnected at the same supply address in the same name within 7 days of having been disconnected 4,53 (4,366).51% (.49%) 13.2(1)(a)(x) customers who have been reconnected in the same name and who were previously the subject of an instalment plan 2,73 (1,85).23% (.2%) 13.2(1)(a)(xi) customers who have been reconnected in the same name and at the same supply address within the past 24 months 1,48 (544).12% (.6%) 13.2(1)(a)(xii) customers who have been reconnected and who, immediately prior to disconnection, were receiving a concession 1,565 (1,512).17% (.17%) 13.2(1)(a)(xiii) customers who have lodged security deposits.% (.%) 13.2(1)(a)(xiv) customers who have had direct debit plans terminated 4,164 (3,925).47% (.44%) Table 2 - Affordability and access: non-residential customers (< 16 MWh) Code Reference Affordability Number of Customers Percentage 13.2(1)(b) Total number of non-residential small use customers 87,65 (91,763) 1% (1%) 13.2(1)(b)(i) Total number of, and percentage of non-residential customers who are subject to an instalment plan 977 (92) 1.11% (1.%) 13.2(1)(b)(ii) Total number of, and percentage of non-residential customers who have been granted additional time to pay their bill under Part 6 {of the Code of Conduct} 8,69 (6,867) 9.21% (7.48%) 13.2(1)(b)(iii) Total number of, and percentage of non-residential customers who have been placed on a shortened billing cycle.% (.%) 13.2(1)(b)(iv) Total number of, and percentage of non-residential customers who have been disconnected in accordance with clauses 7.1 to 7.3 {of the Code of Conduct} for failure to pay a bill 436 (499).5% (.54%) 13.2(1)(a)(v) Total number of, and percentage of non-residential customers who the retailer requested to be reconnected, other than pursuant to clause 8.1(1)(b) or clause 8.1(1)(c) who were not reconnected within time 4.4% (%) 13.2(1)(b)(vi) Total number of, and percentage of non-residential customers who have been reconnected at the same supply address in the same name within 7 days of having been disconnected 154 (218).18% (.24%) DMS# Page 11 of 19

12 Code Reference Affordability Number of Customers Percentage 13.2(1)(b)(vii) Total number of, and percentage of non-residential customers who have lodged security deposits.% (.%) 13.2(1)(b)(viii) Total number of, and percentage of non-residential customers who have had direct debit plans terminated 134 (1).15% (.11%) DMS# Page 12 of 19

13 3. CUSTOMER COMPLAINTS Synergy encourages and welcomes both complaints and compliments from customers and stakeholders. Constructive feedback enables Synergy to identify areas for improvement and to identify opportunities to improve services customers regard as important. In September 29 Synergy implemented a new customer transaction and billing system. The system is designed to enable Synergy to enhance customer service, improve its operational efficiency and deliver a more comprehensive range of products to its customers. However, there have been transitional issues associated with the system that we publicly acknowledge have negatively impacted our customer service in 29/1 and 21/11. Over the last twelve months, Synergy has expended significant effort to address these issues and stabilise our billing system. Synergy is pleased to report material reductions in the number of outstanding bills at the end of 9 days over the last 12 months as depicted by Figure 1 below. Figure 1: The number of unbilled accounts greater than 9 days that had not been issued as at the last day of the month Mar-1 Apr May Jun Jul Aug Sep Oct Nov Dec Jan-11 Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan-12 Feb Mar Apr May June In addition to improving its billing performance, Synergy s customer service has significantly improved reflected by an almost 47% decrease in residential complaints over the year and a 32% reduction in Energy Ombudsman complaints. The average number of days to conclude a complaint fell from to 14.33, a decrease of 54%. DMS# Page 13 of 19

14 Table 3 - Complaints: residential customers Code Reference Complaints Number of Complaints Percentage 13.3(1)(a) Total number of complaints received from residential customers 7,145 (13,43) 1% (1%) 13.3(1)(b)(i) The percentage of total complaints from residential customers that relate to billing/credit complaints 5,929 (12,639) 82.98% (94.3%) 13.3(1)(b)(ii) The percentage of total complaints from residential customers that relate to transfer complaints 29.41% (.%) 13.3(1)(b)(iii) The percentage of total complaints from residential customers that relate to marketing complaints (including complaints made directly to a marketer) 398 (172) 5.57% (1.28%) 13.3(1)(b)(iv) The percentage of total complaints from residential customers that relate to other complaints 785 (592) 11.4% (4.42%) 13.3(1)(c) The action taken by a retailer to address a complaint Refer text below NA 13.3(1)(e) The percentage of complaints from residential customers concluded within: 71.34% 77.4% 15 business days 2 business days (42.32%) (48.94%) Synergy is required to report residential complaint numbers as part of its Code of Conduct reporting requirements which is detailed in Table 3. Figure 2 below provides a further view of Synergy s residential complaint classifications down to a further level of detail. Figure 2: 211/12 Synergy residential complaints by internal classification 1% 5% 35% 1% Billing Meter readings Payment recovery Rebates aand concessions Synergy processes Other 1% 3% DMS# Page 14 of 19

15 Billing complaints (35%) include high bill queries, estimated bills and bill adjustments. Meter reading complaints (3%) include complaints with respect to the provision Western Power energy data. Credit management (1%) complaints relate to debt recovery, disconnection and reconnection. Rebate and concession (9%) complaints relate to customer eligibility and payment. Synergy process (5%) complaints relate to customer dissatisfaction associated with its standard operating procedures in relation to the sale of electricity. Other complaints (1%) include any complaint types that fall outside of these categories such feed in tariff eligibility complaints. To provide a satisfactory conclusion to customer disputes, Synergy s internal dispute resolution process typically involves the following steps: 1. Complaint received via pro-forma, letter, or phone. 2. Synergy acknowledges complaint and if required, seeks further clarification / information from the customer. 3. Synergy commences complaint investigation and initiates action which may involve third party involvement such as Western Power for meter testing. 4. Synergy liaises with the customer providing results of investigation and confirming resolution. 5. Conclude complaint. Table 4 Complaints: non residential customers Code Reference Complaints Number of Complaints Percentage 13.3(1)(a) Total number of complaints received from non-residential customers 1,182 (1,865) 1% (1%) 13.3(1)(b)(i) The percentage of total complaints from nonresidential customers that relate to billing/credit complaints 1,16 (1,776) 85.96% (95.23%) 13.3(1)(b)(ii) The percentage of total complaints from nonresidential customers that relate to transfer complaints 5 (1).42% (.5%) 13.3(1)(b)(iii) The percentage of total complaints from nonresidential customers that relate to marketing complaints 38 (24) 3.21% (1.29%) 13.3(1)(b)(iv) The percentage of total complaints from nonresidential customers that relate to other complaints 123 (64) 1.41% (3.43%) 13.3(1)(c) The action taken by a retailer to address a complaint Refer text below NA 13.3(1)(f) The percentage of complaints from nonresidential customers concluded within: 15 business days 2 business days 6.91% 69.71% (32.33%) (38.7%) Table 5 Complaints: small use customers Code Reference Complaints Average days 13.3(1)(d) The time taken for the appropriate procedures for dealing with the complaint to be concluded (31.79) DMS# Page 15 of 19

16 4. COMPENSATION PAYMENTS During the year: 13 payments were made by Synergy to small use customers for failure by Synergy or Western Power to reconnect a customer within designated timeframes. The average value of the payment was approximately $ payments were made by Synergy to small use customers for wrongful disconnection by Synergy or Western Power. The average value of the payment was approximately $12. 1 payment was made by Synergy to small use customers for failure by Synergy to acknowledge and respond to a written complaint. The value of the payment was $2. In addition to the required service standard payments, Synergy makes voluntary goodwill payments to customers in instances where Synergy considers it did not provide services to its usual high standard. Table 6 Compensation payments Code Reference 13.4(a) 13.4(b) 13.4(c) Compensation Payments Total number of payments made under clause 14.1 {of the Code of Conduct} Reconnections Total number of payments made under clause 14.2 { of the Code of Conduct} Wrongful Disconnections Total number of payments made under clause 14.3 { of the Code of Conduct} Customer Service Number 13 (44) 14 (4) 1 (24) DMS# Page 16 of 19

17 5. CALL CENTRE PERFORMANCE Synergy is pleased to report significant improvement to its contact centre performance in 211/12. Results from Synergy s on-line customer feedback survey demonstrated that of those who responded, 95% of customers assisted by Synergy and 84% of customers assisted by Synergy s customer service partner, Stellar, were satisfied with the services received. Combined survey customer satisfaction for both Synergy and Stellar was measured at an average of 85% for the year. This is an increase from an overall result of 83% in the previous reporting period. The percentage of telephone calls responded to by a Synergy operator within 3 seconds increased to 75% compared to the previous year s performance of 7%. The percentage of telephone calls that were unanswered fell from 4.% to 3.15% during the year. Over the corresponding period the average duration (in seconds) before a call is answered by an operator substantially declined from 54 seconds to 35 seconds. Over the corresponding period the number of telephone calls fell by 9% to 1,315,881. In addition, Synergy dealt with more than 441,396 telephone calls through its IVR system. Table 7 Call Centre Performance Code Reference Call Centre Performance Number of calls / duration Percentage 13.5(a) Total number of telephone calls to an operator 1.315,881 (1,443,364) 1% (1%) 13.5(b) Number of and percentage of telephone calls to an operator responded to within 3 seconds 984,788 (1,1,12) 74.84% (7%) 13.5(c) Average duration (in seconds) before call answered by operator 35 (54) NA 13.5(d) Percentage of calls that were unanswered 41,418 (58,125) 3.15% (4.%) DMS# Page 17 of 19

18 6. CUSTOMER ACCOUNTS Residential customer accounts increased by.3% compared to 21/11. Business 3 accounts fell by 11% compared to the same period the previous year. customer Table 8 Customer accounts Code Reference 13.6(1)(a) 13.6(1)(b) Total residential accounts 13.6(1)(c) 13.6(1)(d) Total business customer accounts Customer Accounts Total number of residential accounts held by contestable customers Total number of residential accounts held by non-contestable customers Total number of business accounts held by contestable customers Total number of business accounts held by non-contestable customers Number of accounts 1,749 (1,95) 893,55 (889,823) 894,84 (89,918) 7,849 (8,781) 79,81 (82,982) 87,65 (91,763) 3 A K class tariff customer which uses electricity for both residential and non-residential purposes is classified as a business customer for reporting purposes. DMS# Page 18 of 19

19 7. PRE-PAYMENT METERS Synergy facilitated the installation and operation of 17 pre-payment meters at the Ninga Mia aboriginal community, Kalgoorlie in response to community requests to obtain and use pre-payment meters in 29/21. As at 3 June 212 Synergy had 17 small use prepayment customers. Community feedback on the use of the pre-payment meters continues to remain positive. Table 9 Pre-payment meters Code Reference 13.7(a) 13.7(b) 13.7(c) 13.7(d) 13.7(d) 13.7(e) 13.7(f) 13.7(g) 13.7(h) 13.7(i) 13.7(j) 13.7(k) 13.7(l) Pre-payment meters Total number of pre-payment customers Total number of complaints, other than those complaints specified in clause 13.13(a), relating to a pre-payment meter customer The action taken by a retailer to address a complaint The time taken for the appropriate procedures for dealing with the complaint to be concluded The time taken for the appropriate procedures for dealing with the compliant to be concluded The percentage of complaints from pre-payment meter customers other than those complaints specified in clause 13.13(a) concluded within 15 business days and 2 business days The total number of customers reverting to a standard meter within 3 months of the later of the installation of the pre-payment meter or the date that the customer agrees to enter into a pre-payment meter contract The total number of customers reverting to a standard meter in the three month period immediately following the expiry of the period referred to in paragraph (f) The total number of customers who have reverted to a standard meter The number of instances where a pre-payment meter customer has (i) been disconnected; or not received electricity other than being disconnected; (ii) not received electricity other than being disconnected The duration of each of those events referred to in paragraph (i) The number of pre-payment meter customers who have informed the retailer in writing, by telephone or by electronic means that the prepayment meter customer is experiencing payment difficulties or financial hardship The number of pre-payment meter customers who the retailer identifies have been disconnected three or more times in any threemonth period for longer than 24 minutes on each occasion. Numbers 17 (2) N/A (N/A) N/A (N/A) N/A (N/A) N/A (N/A) N/A (N/A) N/A (N/A) N/A (N/A) DMS# Page 19 of 19