Alinta Sales Pty Ltd 212 / 213 Annual Electricity Performance Report Page 1
Table of Contents Overview... 3 Table 8: Customers and Customer Information... 3 Table 9: Affordability and Access... 4 Table 1: Disconnection for Non-Payment... 5 Table 11: Reconnections... 6 Table 12: Complaints... 8 Table 13: Compensation Payments... 9 Table 14: Contact Centre Performance... 9 Page 2
OVERVIEW Section 13.15 of the Code of Conduct for the Supply of Electricity to Small Use Customers (the Code) requires that a retailer prepare a report each year setting out the information in the records that it is required to keep under Part 13 of the Code. The report must be published by no later than the following 1 October, and a copy must be given to the Minister and the Economic Regulation Authority not less than 7 days before it is published. This report has been prepared by Alinta Sales Pty Ltd (Alinta Energy) in accordance with the Code requirements, and provides information on the following areas. 1. Customers and Customer Information 2. Affordability and Access 3. Disconnections for Non-Payment 4. Reconnections 5. Complaints 6. Compensation payments 7. Contact Centre Performance Alinta is able to supply electricity only to customers that use at least 5 megawatt hours (MWh) of electricity per annum. In addition, the Code applies only to customers that consume not more than 16 MWh of electricity per annum. Consequently, the data provided in this report relates only to Alinta s customers consuming more than 5 MWh, but less than 16 MWh of electricity per annum. Further, while Alinta is not precluded from supplying electricity to residential customers that consume more than 5 MWh per annum, Alinta does not currently supply electricity to residential customers. 1: TABLE 8: CUSTOMERS AND CUSTOMER INFORMATION RA 1 13.6(1)(a) Total number of residential accounts held by contestable customers RA 2 13.6(1)(b) Total number of residential accounts held by non-contestable customers RA 3 Licence clause 16.1 Total number of residential accounts. RA 4 13.6(1)(c) Total number of business accounts held by contestable customers 1351 RA 5 13.6(1)(d) Total number of business accounts held by non-contestable customers RA 6 Licence clause 16.1 Total number of business accounts. 1351 RA 7 13.7 (1)(a) Total number of pre-payment meter customers RA 8 13.7(1)(f) Total number of pre-payment meter customers who have reverted to a standard meter within 3 months of meter installation or entering into a contract. RA 9 13.7(1)(g) Total number of pre-payment meter customers who have reverted to a standard meter in the 3 month period immediately following the expiry of the period Page 3
referred to in subclause 13.7 (f)(of the code) RA 1 13.7(1)(h) Total number of pre-payment meter customers who have reverted to a standard meter. * Electricity Code of Conduct for the Supply of Electricity to Small Use Customers 21 2: TABLE 9: AFFORDABILITY AND ACCESS RB 1 13.2(a)(i) Total number of residential customer accounts that have been issued with a bill outside the prescribed timeframes and where the delay is due to the fault of the retailer. RB 2 13.2(a)(i) Percentage of residential customer accounts that have been issued with a bill outside the prescribed timeframes and where the delay is due to fault on the part of the retailer. RB 3 13.2(a)(i) Total number of residential customer accounts that have been issued with a bill outside the prescribed timeframes and where the delay is due to the retailer not receiving the billing data from the distributor. RB 4 13.2(a)(i) Percentage of residential customer accounts that have been issued with a bill outside the prescribed timeframes and where they delay is due to the retailer not receiving the billing data from the distributor RB 5 13.2(a)(i) Total number of residential customer accounts that have been issued with a bill outside the prescribed timeframes and where the delay is due to the actions of the customer RB 6 13.2(a)(i) Percentage of residential customer accounts that have been issued with a bill outside the prescribed timeframes and where the delay is due to the actions of the customer RB 7 13.2(a)(ii) Total number of residential customer accounts that are subject to an instalment plan RB 8 13.2(a)(ii) Percentage of residential customer accounts that are subject to an instalment plan RB 9 13.2(a)(iii) Total number of residential customer accounts that have been granted additional time to pay RB 1 13.2(a)(iii) Percentage of residential customer accounts that have been granted additional time to pay RB 11 13.2(a)(iv) Total number of residential customer accounts that have been placed on a shortened billing cycle RB 12 13.2(a)(iv) Percentage of residential customer accounts that haven placed on a shortened billing cycle RB 13 13.2(b)(i) Total number of business accounts that have been issued with a bill outside the prescribed timeframe. RB 14 13.2(b)(i) Percentage of business accounts that have been issued with a bill outside the prescribed timeframes % Page 4
RB 15 13.2(b)(ii) Total number of business customer accounts that are subject to an instalment plan 29 RB 16 13.2(b)(ii) Percentage of business customer accounts that are subject to an instalment plan. 2.15% RB 17 13.2(b)(iii) Total number of business customer accounts that have been granted additional time to pay a bill 45 RB18 13.2(b)(iii) Percentage of business customer accounts that have been granted additional time to pay a bill 3.33% RB 19 13.2(b)(iv) Total number of business customer accounts that have been placed on a shortened billing cycle RB 2 13.2(b)(iv) Percentage of business customer accounts that have been placed on a shortened billing cycle. % RB 21 13.2(a)(xiv) Total number of residential customer accounts that have lodged security deposits in relation to the residential customer account RB 22 13.2(a)(xiv) Percentage of residential customer accounts that have lodged security deposits in relation to the residential customer account RB 23 13.2(b)(viii) Total number of business customer accounts that have lodged security deposits in relation to the business customer account RB 24 13.2(b)(viii) Percentage of business customer accounts that have lodged security deposits in relation to the business customer account % RB 25 13.2(a)(xv) Total number of residential customer accounts that have had direct debit plans terminated RB 26 13.2(a(xv) Percentage of residential customer accounts that have had direct debit plans terminated RB 27 13.2(b)(ix) Total number of business customer accounts that have had direct debit plans terminated RB 28 13.2(b)(ix) Percentage of business customer accounts that have had direct debit plans terminated % RB 29 13.7(1)(k) The number of pre-payment meter customers who have informed the retailer that the customer is experiencing payment difficulties or financial hardship * Electricity Code of Conduct for the Supply of Electricity to Small Use Customers 21 3: TABLE 1: DISCONNECTION FOR NON-PAYMENT RC 1 13.2(a)(v) Total number of residential customer accounts that have been disconnected for failure to pay a bill RC 2 13.2(a)(v) Percentage of residential customer accounts that have been disconnected for failure to pay a bill RC 3 13.2(b)(v) Total number of business accounts that have been disconnected for failure to pay a bill 11 Page 5
RC 4 13.2(b)(v) Percentage of business accounts that have been disconnected for failure to pay a bill.81% RC 5 13.2(a)(vi) Total number of residential customer accounts that have been disconnected that were previously the subject of an instalment plan RC 6 13.2(a)(vi) Percentage of residential customer accounts that have been disconnected that were previously the subject of an instalment plan RC 7 13.2(a)(vii) Total number of residential customer accounts that have been disconnected and that have been disconnected on at least 1 other occasion during the reporting year or the previous year RC 8 13.2(a)(vii) Percentage of residential customer accounts that have been disconnected and that have been disconnected on at least 1 other occasion during the reporting year or the previous year RC 9 13.2(a)(viii) Total number of residential customer accounts that have been disconnected while the subject of a concession RC 1 13.2(a)(viii) Percentage of residential customer accounts that have been disconnected while the subject of a concession RC 11 13.7(1)(i)(i) The number of instances where a pre-payment meter customer has been disconnected RC 12 13.7(1)(i)(ii) The number of instances where a pre-payment meter customer has not received electricity other than being disconnected RC 13 13.7(1)(I) The number of pre-payment meter customers who the retailer identifies have been disconnected 2 or more times in any 1 month period for longer than 12 minutes on each occasion * Electricity Code of Conduct for the Supply of Electricity to Small Use Customers 21 4: TABLE 11: RECONNECTIONS RD 1 13.2(a)(ix) Total number of residential customer accounts that the retailer has requested to be reconnected at the same supply address and in the same name within 7 days of requesting the residential customer account to be disconnected RD 2 13.2(a)(ix) Percentage of residential customer accounts that the retailer has requested to be reconnected at the same supply address and in the same name within 7 days of requesting the residential customer account to be disconnected RD 3 13.2(b)(vi) Total number of business customer accounts that the retailer has requested to be reconnected at the same supply address and in the same name within 7 days of requesting the business customer to be disconnected 1 RD 4 13.2(b)(vi) Percentage of business customer accounts that the retailer has requested to be reconnected at the same supply address and in the same name within 7 days of requesting the business customer to be disconnected 9.9% RD 5 13.2(a)(xi) Total number of residential customer accounts that have been reconnected that were previously the subject of an instalment plan Page 6
RD 6 13.2(1)(a)(xi) Percentage of residential customer accounts that have been reconnected that were previously the subject of an instalment plan RD 7 13.2(a)(xii) Total number of residential customer accounts that have been also been reconnected on at least 1 other occasion during the reporting year or the previous reporting year RD 8 13.2(a)(xii) Percentage of residential customer accounts that have been also been reconnected on at least 1 other occasion during the reporting year or the previous reporting year RD 9 13.2(a)(xiii) Total number of residential customer accounts that have been reconnected and that, immediately prior to disconnection, were the subject of a concession RD 1 13.2(a)(xiii) Percentage of residential customer accounts that have been reconnected and that, immediately prior to disconnection, were the subject of a concession RD 11 Licence clause 16.1 Total number of residential customer accounts that the retailer has requested to be reconnected at the same supply address and in the same name after previously requesting the customer account be disconnected RD 12 13.2(a)(x) Total number of residential customer accounts that the retailer has requested to be reconnected that were not reconnected within the prescribed timeframe RD 13 13.2(a)(x) Percentage of residential customer accounts that the retailer has requested to be reconnected that were not reconnected within the prescribed timeframe RD 14 Licence clause 16.1 Total number of business customer accounts that the retailer has requested to be reconnected at the same supply address and in the same name after previously requesting the customer account be disconnected RD 15 13.2(b)(vii) Total number of business customer accounts that the retailer has requested to be reconnected that were not reconnected within the prescribed timeframe 1 RD 16 13.2(b)(vii) Percentage of business customer accounts that the retailer has requested to be reconnected that were not reconnected within the prescribed timeframe % * Electricity Code of Conduct for the Supply of Electricity to Small Use Customers 21 Page 7
5: TABLE 12: COMPLAINTS RE 1 13.1(1)(a) Total number of received from residential customers, other than received from pre-payment meter customers RE 2 13.3(1)(a) Total number of received from business customers, other than received from pre-payment meter customers RE 3 13.3(1)(b)(i) Total number of the residential customer that relate to billing/credit RE 4 13.3(1)(b)(i) Total number of the business customer that relate to billing/credit RE 5 13.3(1)(b)(ii) Total number of the residential customer that relate to transfer RE 6 13.3(1)(b)(i) Total number of the business customer that relate to transfer RE 7 13.3(1)(b)(iii) Total number of the residential customer that relate to marketing (including made directly to a retailer) RE 8 13.3(1)(b)(iii) Total number of the business customer that relate to marketing (including made directly to a retailer) RE 9 13.3(1)(b)(iv) Total number of the residential customer that relate to other 13 13 RE 1 13.3(1)(b)(iv) Total number of the business customer that relate to other RE 11 13.3(1)(e) Total number of customer from residential customers concluded within 15 business days RE 12 13.3(1)(e) Percentage of customer from residential customers concluded within 15 business days RE 13 13.3(1)(e) Total number of customer from residential customers concluded within 2 business days RE 14 13.3(1)(e) Percentage of customer from residential customers concluded within 2 business days RE 15 13.3(1)(f) Total number of from business customers concluded within 15 business days 13 RE 16 13.3(1)(f) Percentage of from business customers concluded within 15 business days 1% RE 17 13.3(1)(f) Total number of from business customers concluded within 2 business days 13 RE 18 13.3(1)(f) Percentage of from business customers concluded within 2 business days 1% RE 19 13.7(1)(b) Total number of relating to a pre-payment meter customer RE 2 13.7(1)(e) Total number of relating to a pre-payment meter customer concluded within 15 business days RE 21 13.7(1)(e) Percentage of relating to a pre-payment meter customer concluded Page 8
within 15 business days RE 22 13.7(1)(e) Total number of relating to a pre-payment meter customer concluded within 2 business days RE 23 13.7(1)(e) Percentage of relating to a pre-payment meter customer concluded within 2 business da * Electricity Code of Conduct for the Supply of Electricity to Small Use Customers 21 6: TABLE 13: COMPENSATION PAYMENTS RF 1 13.4(a) Total number of payments made to customers under clause 14.1 {of the code of conduct} RF 2 13.4(a) The amount paid to customers under clause 14.1 {of the code of conduct} RF 3 13.4(b) Total number of payments to customers under clause 14.2 {of the code of conduct} RF 4 13.4(b) Total amount paid to customers under clause 14.2 {of the code of conduct} RF 5 13.4(c) Total number of payments made to customers under clause 14.3 {of the code of conduct} RF 6 13.4(c) Total amount paid to customers under clause 14.3{of the code of conduct} * Electricity Code of Conduct for the Supply of Electricity to Small Use Customers 21 7: TABLE 14: CONTACT CENTRE PERFORMANCE RG 1 13.5(a) Total number of telephone calls to a call centre of the retailer 2728 RG 2 13.5(b) Total number of telephone calls to the call centre answered by a call centre operator within 3 seconds 2419 RG 3 13.5(c) Percentage of telephone calls to a call centre answered by a call centre operator within 3 seconds 88.7% RG 4 13.5(d) Average duration (in seconds)before a call is answered by a call centre operator 17. RG 5 13.5(e) Number of the calls that are unanswered 28 RG 6 13.5(e) Percentage of the calls that are unanswered 1.% * Electricity Code of Conduct for the Supply of Electricity to Small Use Customers 21 The data in the table above reports to the performance of Alinta s call centre in respect of all electricity customers, not just those consuming less than 16 MWh per annum. Page 9