| Working with stakeholders
Member providers
EWON works closely with our energy and water member providers to share information on industry developments and customers’ concerns. We aim to work with members to address customers’ issues as quickly as possible, raise customer service standards, share best practice information and reduce complaints coming to EWON.
Reporting
EWON reports to each member provider on a weekly, monthly and quarterly basis. These reports include the number of complaints received, closure rates, customers’ issues and systemic problems for individual companies or across the industry. This year EWON launched RUS (Registered Users Site), an online portal which allows the efficient delivery of these reports.
Bringing stakeholders together
EWON responded to the rapid increase in retail competition marketing complaints, particularly from vulnerable customers and their advocates, by holding a forum, Getting it right: energy marketing to consumers. The forum brought together energy retailers, consumer groups, the Independent Pricing and Regulatory Tribunal, NSW Office of Fair Trading and the Energy Retailers Association of Australia, to discuss what aspects of door-to-door selling and telemarketing have contributed to the increase in complaints in this area, and how these issues might be addressed.
Sharing knowledge
Each year EWON plans a number of activities with member providers. These activities are designed to ensure that we are familiar with utility issues affecting customers and providers across New South Wales, as well as enabling providers to gain a better understanding of EWON’s role. Some of the activities this year included:
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South East: We visited the Albury, Deniliquin and Griffith areas with Country Energy. EWON staff had the opportunity to learn more about the delivery of electricity services to domestic, business and primary producing customers in this large regional area.
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Brooklyn and Dangar Island: We visited Sydney Water’s Priority Sewerage Upgrade Project which will enable customers to connect to a reticulated sewerage system and decrease the environmental risk of leaking onsite systems.
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Sydney Metro: We visited EnergyAustralia’s Substation at Darling Harbour and their meter testing facility (Testing Certification Australia) at Homebush.
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Hunter Valley: We visited coastal areas affected by low water pressure with Hunter Water and had an opportunity to discuss their approach to claims, credit management and meter exchanges.
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Mid North Coast: We visited the Port Macquarie area with Country Energy. EWON staff had the opportunity to observe and participate in a number of training activities including live line work, pole replacement, meter reading, the control room, transfers, billing and the customer service centre.
Customer assistance programs
Both Integral Energy and EnergyAustralia facilitated visits to their customer assistance programs. TRUenergy and Jackgreen came to EWON and gave presentations on how their respective programs operate.
EWON inductions
We hold regular training sessions for staff of energy and water member providers who deal with our Investigations team. As the energy market in New South Wales diversifies and EWON gains interstate members, we now offer inductions at EWON and tailored sessions at members’ offices.
Government agencies
Joint consultative forum
EWON continued its involvement in the Joint Consultative Forum. This forum brings together the Ombudsman and senior representatives from the Department of Water and Energy, Independent Pricing and Regulatory Tribunal, and NSW Office of Fair Trading, to discuss industry developments and issues.
Independent Pricing and Regulatory Tribunal
Over the last year EWON provided a quarterly report on electricity and gas issues to the Independent Pricing and Regulatory Tribunal (IPART). This report provides IPART with a comprehensive picture of the issues raised by customers, particularly in relation to marketing and account transfers, affordability and disconnection. A similar process for reporting to IPART annually on water issues was also finalised. We contributed to various IPART reviews throughout the year as well as participating in regular face-to-face consultations, working groups and more formal roundtable meetings.
Department of Water and Energy
EWON actively contributed to the Minister for Energy’s Reference Group about consumer protection and retail price regulation. EWON also participated in a number of face-to-face meetings, working groups and consultations with the Department.
Department of Housing
EWON worked with the Department of Housing to develop terms of reference and a scoping paper for an impending review of the Guidelines for Water Usage Charges for Social Housing Tenants. Responsibility for the review was given to EWON through an amendment to the Residential Tenancies Act in late 2005. It is proposed that this review will take place in early 2008.
Our peers
EWON continues to be an active member of key interest groups, including:
- ANZEWON – Australia & New Zealand Energy and Water Ombudsman Network
- ANZOA – Australian and New Zealand Ombudsman Association
- JIG – Joint Initiatives Group
As part of our involvement in ANZOA, our staff participate in the Public Relations and Communications Group and Learning and Development Interest Group meetings. These groups are made up of staff from ANZOA members.
JIG is a network of federal and New South Wales complaint agency representatives who meet every two months to discuss topical issues relating to dispute resolution, investigative best practice and training initiatives at each agency.
Discussions this year focussed on the common issues between agencies, and a JIG sub-group has been formed to examine these issues. JIG is preparing to hold another series of occasional seminars for staff at member agencies.
The Joint Outreach Initiatives Network (JOIN) continued to meet this year and is made up of the staff from JIG agencies who conduct public relations and community education and outreach initiatives. JOIN meetings provide a forum to discuss partnership opportunities, share information and share outreach approaches.
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