Working with stakeholders
Providers
EWON works closely with our energy and water members to share information on industry developments and customer concerns. We aim to work with members to address customer issues as quickly as possible, raise customer service standards, share best practice information, and prevent complaints coming to EWON.
Forum: The impact of business-to-business relationships on energy customers
EWON hosted an industry forum to facilitate discussion between retailers, distributors and other key stakeholders on how to address business-to-business issues that were contributing to customer complaints to EWON. The forum was well attended with representatives from all retailers and distributors as well as National Electricity Market Management Company, Gas Market Company, Independent Pricing and Regulatory Tribunal and the Department of Water and Energy. Feedback from participants was positive with many noting the value of retailers and distributors being able to sit down as a group to discuss the issues, look for solutions to common problems and improve working relationships.
Inductions for providers
All key member contact staff are invited to attend an EWON induction. One of the realities of retail competition is that it is increasingly necessary for EWON to conduct induction sessions at members’ offices interstate. This year we provided training sessions for AGL and Powerdirect in Melbourne, and Origin Energy and AGL in Adelaide.
Sharing knowledge
Each year EWON plans a number of activities with member providers 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. This year some of the activities included:
- Dubbo: We visited State Water’s head office and various sites in Warren and Narromine. EWON staff had the opportunity to learn more about the process of bulk water delivery to customers living in regional areas and to observe typical irrigation farming activities and new metering equipment.
- South East: We visited the Queanbeyan, Cooma and Bombala areas with Country Energy. EWON staff had the opportunity to observe Country Energy’s operations at their call centre, dispatch and field service centres. EWON staff also met with local community representatives and learnt about the local issues and challenges Country Energy experience when delivering electricity to regional areas with extreme climate variations.
- Newcastle: We visited Hunter Water’s head office to participate in training with their technical specialist in plumbing and drainage services. EWON staff learnt about Hunter Water’s processes, water infrastructure and their approach to resolving issues such as sewer chokes.
- Western Sydney: We visited Cecil Hills to learn how Integral Energy manages their network and retail operations in large growth areas. EWON staff had the opportunity to see the planning involved in the placement of electricity infrastructure in new development areas.
- Customer assistance programs: EWON visited Integral Energy to learn more about their customer assistance program. EnergyAustralia and Country Energy gave presentations on their new initiatives for customers in financial hardship.
Government agencies
Australian Energy Regulator (AER)
EWON has contributed submissions on discussion papers and draft legislation, as well as attending stakeholder consultations with the AER,
in preparation for the move to national energy regulation and a national consumer protection framework.
Department of Water and Energy (DWE)
As in previous years, EWON met regularly with DWE on key industry issues throughout the year. Additional activities this year included an induction day for various DWE staff, which provided them with an opportunity to learn more about the environment in which EWON operates. Participants noted that the day helped them to create a closer link between their individual policy work and real outcomes for individual consumers. DWE also presented to EWON staff on green energy products and the GreenPower accreditation program.
Independent Pricing and Regulatory Tribunal (IPART)
EWON continues to provide IPART with quarterly energy and annual water reports. These reports detail the number and types of customer complaints, and any systemic or compliance issues. We continued to make submissions to IPART on pricing and other reviews, as well as contributing at stakeholder consultations.
NSW Office of Fair Trading (OFT)
EWON has a strong relationship with OFT based on our related areas of jurisdiction. This year we welcomed an opportunity to present an information session on our services as part of the induction program for frontline OFT staff.
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
- JOIN – Joint Outreach Initiatives Network
The Ombudsman is an active member of ANZEWON and ANZOA, where schemes share ideas and best practice initiatives for complaint handling, outreach, and systemic work. Members of EWON staff participate in various ANZOA interest groups including public relations and communications, IT, and learning and development.
We continue to participate in JIG and JOIN groups.
JIG is a network of federal and New South Wales complaint agency representatives who meet regularly to discuss topical issues relating to dispute resolution, investigative best practice and training initiatives.
JOIN continued to meet this year and is made up of the staff from JIG agencies who conduct public relations, community education and outreach initiatives. The JOIN meetings are an opportunity to discuss partnership opportunities, and to share information and outreach approaches.
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