Energy Ombudsman Queensland. Achieving fair and efficient resolution of disputes between Queensland s energy consumers and suppliers.

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1 Energy Ombudsman Queensland Achieving fair and efficient resolution of disputes between Queensland s energy consumers and suppliers.

2 ENERGY OMBUDSMAN QUEENSLAND Established on 1 July 2007, Energy Ombudsman Queensland (EOQ) is a free and independent dispute resolution service for Queensland energy consumers who have been unable to resolve a complaint with their energy supplier. Our services are targeted towards the residential and small business consumers in the community who can least afford legal assistance. We can only assist those who have tried to resolve the problem with their energy supplier before contacting us.

3 WHAT WE DO We can assist with unresolved complaints about: account errors/disputes problems with payment disconnections damages and loss market conduct of energy retailers contract issues vegetation management (trees near power poles) supply quality and reliability delays in connection or extension of supply customer service levels and rebates equipment issues

4 WHAT WE CAN T DO We cannot assist with complaints about: the fixing of prices or tariffs the cost of capital works (eg extension of supply) products such as air conditioners and hot water systems or electrician services offered by electricity retailers on-selling of electricity to tenants in caravan parks, retirement villages and other multi-tenanted dwellings bottled LPG (liquefied petroleum gas) the Community Ambulance Cover Levy electricity consumption over 100 megawatt hours a year gas consumption over one terajoule a year

5 HOW WE RESOLVE COMPLAINTS Step 1 Investigation To assist in investigations, we may request information from energy suppliers (eg account records, copies of letters or other correspondence, technical reports, details of any offers such as compensation etc.) Step 2 Negotiation If applicable, we will try to negotiate a suitable outcome to a complaint (eg an agreed payment plan for an overdue account, reconnection of energy supply, an agreed compensation amount for damage to equipment or property).

6 HOW WE RESOLVE COMPLAINTS Step 3 Informal mediation We may hold an informal mediation session between a complainant and their energy supplier to discuss the issue/s and work through options to reach a mutually acceptable outcome. Most complaints lodged with us are resolved through negotiation or informal mediation. Step 4 Determination If a matter cannot be resolved via negotiation or informal mediation, the Energy Ombudsman may decide to make a determination (binding decision) against the energy supplier to resolve the case.

7 ELECTRICITY & GAS COMPLAINTS as at 30 September 08 Complaint category Number Account fees & charges 885 Account payment difficulties 605 Account responsibility 499 Compensation damages & loss 51 Connection Issue existing network 300 Connection Issue extension of supply 72 Contract issue 552 Customer service 404 Debt collection 32 Disconnections 194 Equipment / assets 56 GSL distribution 4 High / disputed account 678 Interruptions to supply 19 Market conduct 196 Quality of supply 21 Vegetation / environment 20 Total 4,588

8 COMMON PROBLEMS & COMPLAINTS Account payment difficulties EOQ does not provide financial assistance we can negotiate extensions of payment and payment plans (Centrepay/direct debit arrangements). Acceptance of payment arrangements depends on the consumer s payment history and what arrangements they re willing to make. Consumers should only agree to a payment plan if they can stick to it. It is important that people contact their energy supplier before disconnection. Hardship policies by law energy suppliers must implement hardship policies and cannot disconnect unless they ve offered a customer a payment plan. Energy suppliers can t refuse a payment plan unless the customer has already failed at two previous payment plans.

9 COMMON PROBLEMS & COMPLAINTS Account fees and charges EOQ can negotiate reimbursement of incorrect fees and charges (eg Community Ambulance Cover levy) and back-dated payments to customers who haven t received a rebate they re entitled to. High and disputed accounts Many people tend to under-estimate their energy consumption. Reasons for a high account can include: Additional members in the household, including guests Appliances left in stand-by mode Increased use of heaters or air conditioners Gas leaks or faulty meters Estimated accounts

10 COMMON PROBLEMS & COMPLAINTS Disconnections EOQ can assist if someone has already been disconnected. Implications of being disconnected include increased security deposit, re-connection fee etc. Approx. 85% of people who contact us due to disconnection are reconnected. It s really only the fraudulent people that we can t get connected. Energy companies cannot disconnect someone unless they ve been offered a payment plan. Companies can t refuse a payment plan unless the customer has already failed two previous payment plans.

11 CONTACT US Energy suppliers must be given the opportunity to resolve the problem first. If your client is unsatisfied with the response, contact EOQ for assistance. Lodging a complaint is simple: Freecall: Online: complaints@eoq.com.au Fax: (07) Write to: PO Box 3640, South Brisbane, QLD 4101 Visit us: Brisbane - Level 9, 179 North Quay (8:30am-5pm) Under the Privacy Act 1988 (Commonwealth), we are only allowed to assist the actual energy account holder, unless permission, either written or verbal, has been given to act on someone else s behalf.

12 Thank you