Inside this issue

Ombudsman's note: Rise in marketing complaints
Following an increase in complaints from older consumers, EWON began an information campaign to inform seniors about their rights when dealing with energy marketers and considering an energy contract. [view article]

Complaint statistics: for the period 1 January to 30 June 2006
Primary issues per region
Investigation levels
Issues raised by customers
Complaints about marketers
Disconnection and credit issues

Case studies:
Ted’s story: confusion when a marketer signs up an elderly friend
John’s story: unwanted account transfer
Tony’s story: payment plan declined
Alex’s story: customer assistance program helps

Article: You and your electricity bill

Policy update:
Information for advocates: changes to Energy Rebate Scheme for pensioners
MOU with NSW Ombudsman
New Policy and Research Team at EWON

Community outreach update:
EWON's new Indigenous Investigations and Project Officer
Affordability and Sustainability Forum
No Interest Loan Schemes
Affordable Water & Energy Efficiency project
Good Service Forums
EWON's Youth Outreach Project
Speak up! Campaign

In the news:
Housing seminar 9 November
New Customer Service Standards for electricity networks
New plumbing code
Electricity price increases