Ombudsman's Note
BY CLARE PETRE, ENERGY & WATER OMBUDSMAN NSW

Utilities in New South Wales are continuing to experience significant change. Most of the state is facing water shortages, with restrictions on water usage being imposed or extended in many areas. At the same time, electricity supply issues are under review in a Green Paper recently issued by the Department of Energy, Utilities and Sustainability.

This discussion about the future structure and sustainability of electricity supply in New South Wales is taking place in the context of major changes at a national level, where new agencies have been established to administer a national market and regulatory framework.

This newsletter highlights some of the changes that are occurring in New South Wales, for example:
there are new guidelines for the EAPA (Energy Accounts Payment Assistance) program
almost all electricity and gas retailers now offer Centrepay to their customers
one major retailer is trialing a new meter system to help consumers better understand their electricity usage.

Perhaps of most importance is the fact that all major energy retailers in New South Wales now have customer assistance programs to help consumers who are having difficulty paying their bills. These programs aim to work with customers in financial hardship to establish reasonable and affordable payment arrangements. They aim to break the vicious cycle of disconnection and debt, where the fees associated with disconnection only add to the financial burden for customers.

The experience of customer assistance programs even over a relatively short time is that they are achieving their objectives. Utility providers are working directly with customers in financial hardship to ensure that payments are affordable. In some cases they are also offering additional services such as energy audits and refit programs to help customers reduce their energy consumption and the amount of their bills. These changes are very positive and very welcome, and we look forward to them being reflected in a drop in the rate of disconnection of electricity and gas in New South Wales.