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Transcript of COMPARATIVE PERF ORMANCE REPO CUSTOMER SERVIC E · er 100 custo as related r 100 custo ints...
ENERCOMREPO2011-
Decem
RGY RMPARAORT –12
mber 20
RETAIATIVE– CUS
012
ILERSE PERFSTOM
S FORMER SE
MANCEERVIC
E CE
ESSENTIAL SERVICES COMMISSION. THIS PUBLICATION IS COPYRIGHT. NO PART MAY BE REPRODUCED BY ANY PROCESS EXCEPT IN ACCORDANCE WITH THE PROVISIONS OF THE COPYRIGHT ACT 1968 AND THE PERMISSION OF THE ESSENTIAL SERVICES COMMISSION.
An appropriate citation for this paper is:
Essential Services Commission 2012, Energy retailers comparative performance report—
customer service 2011-12, December
ENECOMREPO2011-
Decem
RGY MPARAORT 12
mber 20
RETAATIV– CU
012
AILERE PERSTOM
RS RFORMER
RMANSERV
NCE VICE
ESSENTIAL SEVICTORIA
CONT1 ABOU
1.1 ABOU
1.2 WHAT
1.3 ENER
2 FINAN
2.1 WHY R
2.2 RETAI
2.3 VICTO
2.4 BUDG
3 DISCO
3.1 WHY R
3.2 COMP
JURISDICT
3.3 DISCO
4 CALL
4.1 WHY R
4.2 CALL
4.3 INDEP
4.4 CUSTO
APPENDIX
HARDSHIP
ERVICES COMMI
TENTUT OUR REPO
UT THIS REPO
T THE REPOR
GY MARKET
NCIAL ASSIST
REPORT THE
ILERS' FINAN
ORIAN GOVER
GET INSTALM
ONNECTIONS
REPORT THE
PARING DISC
IONS
ONNECTIONS
CENTRE PER
REPORT THE
CENTRE PER
PENDENT CA
OMER COMP
A
DATA, BY RE
SSION [REP
TS ORT
ORT
RT COVERS
S
TANCE
ESE INDICATO
NCIAL HARD
RNMENT FIN
MENT PLANS
S AND RECON
ESE INDICATO
CONNECTION
S AND RECON
RFORMANCE
ESE INDICATO
RFORMANCE
ALL CENTRE
PLAINTS
ETAILER
PORT TITLE]
ORS?
SHIP PROGR
NANCIAL ASS
NNECTIONS
ORS?
NS OVER TIM
NNECTIONS
E AND COMP
ORS?
E
MONITORING
RAMS
SISTANCE
E AND ACRO
IN 2011-12
PLAINTS
G
1
1
2
2
OSS
2
2
4
4
4
4
4
5
5
0
1
1
2
3
8
9
9
4
8
22
22
24
26
41
41
43
47
48
59
59
ESSENTIAL SEVICTORIA
OVER
This 2011-
oversight a
Energy reta
retailers tre
customers
This report
suggests th
rather than
customers
program pa
number of
performanc
second yea
The Comm
what barrie
can provide
results sho
connected
ERVICES COMMI
RVIEW
12 comparat
and reporting
ailers compa
eat their cust
stay connec
has highligh
hat retailers a
financial ass
are reconne
articipation o
hardship par
ce is declinin
ar running.
mission plans
ers exist betw
e. It is import
ow that financ
when they a
SSION ENERREPO1 AB
W
tive performa
of the Victo
arative report
omers, partic
cted to essen
hted some ar
are increasin
sistance to s
ected within 7
or payment p
rticipants in 2
ng and comp
to consult w
ween custom
tant that mor
cial outcome
are assessed
RGY RETAILERSORT BOUT OUR REPO
ance report c
rian energy r
t —pricing 20
cularly by he
ntial services
reas of conce
ngly resorting
stay connecte
7 days, yet th
lans. In fact
2011-12. Fur
laints to reta
with industry a
mers and the
re customers
es improve an
d as requiring
S COMPARATIVE
ORT
continues the
retail market
011-12 and r
elping financi
.
ern for the C
g to disconne
ed. Fifty per
here is no inc
there was a
rther to this,
ailers remain
and commun
financial ass
s can access
nd customers
g financial as
PERFORMANCE
e Commissio
. It complem
reports on ho
ally vulnerab
ommission.
ection for non
cent of disco
crease in har
slight decline
customer se
at record hig
nity groups to
sistance that
s these progr
s are more li
ssistance.
E 1
on’s regular
ments the
ow well
ble
The data
n-payment,
onnected
rdship
e in the
ervice
ghs for the
o assess
retailers
rams as the
ikely to stay
ESSENTIAL SEVICTORIA
DISCON
This year re
who did no
disconnect
electricity c
disconnect
1.1 disconn
increase). T
interstate c
This approa
Fifty per ce
days, show
reconnecte
may not be
particularly
days. Many
payment pl
data for 20
remained s
increase in
We intend
any barrier
audits in 20
assessmen
CALL CE
Despite mi
poor custom
an operato
abandoned
water secto
less than th
calls were a
sector.
ERVICES COMMI
NNECTION
etail energy
ot pay their bi
ion rate sign
customers, u
ion rate for g
nections per
This brings d
comparison.
ach to non-p
ent of disconn
wing these cu
ed. However,
e proactively
y as half of th
y of these cu
lan to enable
11-12. Hards
steady this ye
disconnectio
consulting w
rs impeding c
012-13 will a
nt processes
ENTRE PER
nor improvem
mer service.
r was 107 se
d before bein
or show wait
he energy wa
answered wi
SSION ENERREPO1 AB
NS AND HA
companies w
ills and were
ificantly incre
p from 0.77
gas custome
100 gas cus
disconnection
payment appe
nected custo
ustomers are
, the Commis
assessing c
he disconnec
ustomers may
e them to sta
ship program
ear; we woul
ons
with industry a
customers’ a
lso concentr
followed by
RFORMAN
ments in 201
Call centre r
econds, up fr
ng forwarded
time to spea
ait time. Sim
ithin 30 seco
RGY RETAILERSORT BOUT OUR REPO
ARDSHIP
were more vi
e not in financ
eased this ye
in 2010-11 (a
rs also incre
stomers, up f
ns close to h
ears to be ef
omers were a
e able to mak
ssion is conc
ustomers ex
cted custome
y need to be
ay connected
m participatio
ld expect the
and commun
access to fina
rate on the ef
the Energy
NCE AND
11-12, energy
results show
rom 101 in 2
to the opera
ak to an oper
ilarly, the wa
onds, compa
S COMPARATIVE
ORT
P
igorous in dis
cial hardship
ear to 1 per
a 33 per cen
ased; retaile
from 0.74 in 2
historically hig
ffective from
able to be rec
ke outstandin
cerned that th
xperiencing p
ers remained
e in a hardsh
d. This is sup
on and budge
ese figures to
nity groups to
ancial hardsh
ffectiveness
retailers.
CUSTOM
y retailers co
w the average
011-12 and 8
ator. Compar
rator was 71
ater sector re
red to 64 per
PERFORMANCE
sconnecting
p. The statew
100 resident
nt increase). T
rs reported
2010-11 (a 5
gh levels and
the retailer’s
connected w
ng payments
he energy co
payment diffic
so for more
ip program o
ported by the
et instalment
o rise, followi
o determine i
hip programs
of hardship
ER COMP
ontinue to de
e wait time to
8 per cent of
risons with th
seconds, 36
eported 74 pe
r cent for the
E 2
customers
wide
tial
The
50 per cent
d high by
s viewpoint.
within 7
s and be
ompanies
culties,
e than 7
or on a
e hardship
t plans
ing the
if there are
s. Planned
PLAINTS
emonstrate
o speak to
f calls were
he Victorian
6 seconds
er cent of
e energy
ESSENTIAL SEVICTORIA
Customer c
complaints
more than
than electri
representin
The Comm
complaints
(Victoria) (E
complaints
number of
complaint r
recorded b
complaint h
investigate
higher than
The Comm
service sta
to Victorian
ERVICES COMMI
complaints re
rose to 4.7 c
doubled sinc
icity complai
ng a significa
mission comp
recorded ag
EWOV). Exa
; a high num
complaints in
resolution by
y retailers, w
handling proc
d complaints
n two years a
mission will us
ndards and w
n customers.
SSION ENERREPO1 AB
eported by re
complaints p
ce 2009-10. G
nts, at 1.5 pe
ant increase.
pared compla
gainst the ret
amining both
mber of retaile
nvestigated b
y a retailer. C
with minimal E
cess. While t
s in 2011-12,
ago, indicatin
se its 2012-1
will look at w
RGY RETAILERSORT BOUT OUR REPO
etailers for e
per 100 custo
Gas related
er 100 custo
aints reported
tailer by the E
data sets ide
er recorded c
by EWOV ca
Conversely, h
EWOV comp
there was an
, the compla
ng there is m
13 audit prog
what steps ca
S COMPARATIVE
ORT
lectricity wer
omers from 4
complaints w
mers, up from
d by retailers
Energy and W
entifies syste
complaints co
an be a clear
higher numbe
plaints, indica
n 8 per cent d
ints to EWOV
uch room fo
gram to asses
an be taken t
PERFORMANCE
re also high i
4.1 in 2010-1
were significa
m 1.1 in 201
s with the num
Water Ombu
emic issues w
ombined with
r indicator of
ers of compla
ates an effec
decline in EW
V were still 4
r improveme
ss retailers’ c
o help impro
E 3
n 2011-12;
1 and have
antly fewer
0-11 again
mber of
udsman
with
h a high
poor
aints
ctive
WOV
44 per cent
ent.
customer
ove service
ESSENTIAL SEVICTORIA
1. A
1.1 AB
The Essen
performanc
transparen
that show h
understand
analysis ov
their custom
We give pa
customers,
their bills. T
rights with
provide to e
In a separa
2011-12, w
consumers
retailers’ ta
from our we
ERVICES COMMI
ABOUT
BOUT THI
tial Services
ce of Victoria
cy to the per
how retailers
d how the Vic
ver time and
mers.
articular atten
, such as tho
These custom
their energy
ensure these
ate report, En
we outline the
s. That report
ariffs in each
ebsite (www
SSION ENERREPO1 AB
T OU
IS REPOR
Commission
an energy ret
rformance of
s operate and
ctorian comp
a compariso
ntion to how
ose experienc
mers are ofte
retailer. We
e customers
nergy retailer
e standing an
t presents ele
distribution z
.esc.vic.gov.
RGY RETAILERSORT BOUT OUR REPO
UR RE
RT
n (the Comm
tailers since
f the energy
d treat their c
petitive marke
on of how we
retailers dea
cing short or
en less confid
particularly
stay connec
rs comparati
nd market off
ectricity and
zone in the s
.au).
S COMPARATIVE
ORT
EPORT
mission) has
the mid-199
retailers. By
customers, w
et. The repor
ell the retailer
al with their m
r long term d
dent in nego
monitor the a
cted to supply
ive performa
fer products
gas costs ov
state. The rep
PERFORMANCE
T
reported on t
0s. These re
focusing on
we can better
rts enable tre
rs provide se
more vulnera
ifficulties with
tiating their o
assistance re
y.
nce report—
available to
ver time, and
port can be d
E 1
the
eports bring
indicators
r
end
ervices to
able
h paying
options and
etailers
—pricing
Victorian
d compares
downloaded
ESSENTIAL SEVICTORIA
1.2 W
This report
Victorian ga
Chapte
progra
well as
custom
Chapte
retaile
payme
Chapte
satisfa
respon
The Electri
2001 (Vic)
and proced
regulatory
for Marketi
obligations
against the
performanc
website (ww
We primari
are from th
Departmen
performanc
Customer S
Before pub
their comm
ERVICES COMMI
WHAT THE
provides inf
as and elect
er 2, ‘Financ
ams and paym
s state funde
mers.
er 3, ‘Discon
rs by the rate
ent of bills, pa
er 4, ‘Call ce
action with th
nsiveness to
icity Industry
(the Gas Act
dures. These
instruments,
ng Retail En
under these
ese indicators
ce) for Victor
ww.esc.vic.g
ly collected t
e Energy an
nt of Human
ce informatio
Service Benc
blishing this r
ments where
SSION ENERREPO1 AB
REPORT
formation on
ricity market
cial hardship
ment plans in
ed relief gran
nnections’, e
es of disconn
articularly for
entre perform
e retail servi
customer en
Act 2000 (V
t) require ene
e service stan
including the
ergy in Victo
e regulatory i
s in accordan
rian energy re
gov.au).
the data in th
d Water Om
Services (DH
on reported b
chmarking A
report, we cir
appropriate.
RGY RETAILERSORT BOUT OUR REPO
COVERS
the following
:
p’, evaluates
n assisting c
nts and conce
examines th
nection and r
r customers
mance and
ce through r
nquiries and
Vic) (the Elec
ergy retailers
ndards and p
e Energy Re
oria. The perf
nstruments,
nce with the
retailers. The
his report fro
mbudsman (V
HS). We sup
by retailers w
Australia (CSB
rculated it to
S COMPARATIVE
ORT
g areas of pe
s the effectiv
customers in
essions avail
e credit man
reconnection
with financia
complaints
retailers’ acce
complaints.
tricity Act) an
s to comply w
procedures a
etail Code an
formance ind
and the reta
Information
ese documen
m energy ret
Victoria) (EW
pplement the
with independ
BA).
all retailers f
PERFORMANCE
erformance in
eness of reta
financial har
lable to assis
nagement po
n of custome
al difficulties.
’, considers c
essibility and
nd the Gas In
with service s
are set out pr
nd the Code o
dicators addr
ailers must re
specification
nts are availa
tailers. Addit
OV) and the
call centre
dent market r
for comment
E 2
n the
ailers’
rdship, as
st those
olicies of
ers for non-
customers’
d
ndustry Act
standards
rimarily in
of Conduct
ress key
eport
n (service
able on our
tional data
research by
t. We added
ESSENTIAL SEVICTORIA
1.3 AU
In 2010-11
quality and
Specificatio
showed va
unsatisfact
human inte
retailers se
In the 2010
retailers wh
publish dat
to transition
from comp
the Austral
framework
accurate da
in early 201
year.
We note th
and reliable
not resubm
historical a
consumers
Further info
report 2011
website (ww
ERVICES COMMI
UDIT RES
, the Commi
compliance
on (service p
ried perform
ory audits w
eraction with
etting incorrec
0-11 custome
ho provided s
ta that was n
n to the Natio
leting the re-
ian Energy R
and indicato
ata to us. W
13 and then
at historical
e, as in the p
mitted data fo
nalysis is us
s.
ormation on
1-12—due D
ww.esc.vic.g
SSION ENERREPO1 AB
SULTS AN
ssion audited
with the Ene
performance)
ance by reta
ere a result o
the data. Ot
ct parameter
er service rep
specific unsa
oncompliant
onal Energy
-audits. In 20
Regulator (AE
or definitions
We intend con
plan to audit
and current 2
past some re
or this report.
eful and sho
auditing and
ecember 20
gov.au).
RGY RETAILERSORT BOUT OUR REPO
D FUTUR
d a selection
ergy Retail C
) for Victorian
ailers across
of data being
her more sys
rs for specific
port we signa
atisfactory re
t in this repor
Customer F
013 we intend
ER) and revi
to make it e
nsulting with
t retailers by
2011-12 data
etailers have
However we
ould still be re
compliance
12. This doc
S COMPARATIVE
ORT
E REPORT
n of performa
Code and the
n energy reta
the assesse
g collated by
stemic issue
c indicators.
aled our inte
esults and we
rt. Unfortuna
ramework (N
d aligning ou
iewing the pe
asier for reta
industry on p
the end of th
a may not be
failed audit r
e believe tha
elevant to int
will be avail
cument will b
PERFORMANCE
TING
ance indicato
e Information
ailers. Audit r
d indicators.
manual proc
s identified in
ntion to re-a
e said that we
tely, Victoria
NECF) has pr
ur indicators t
erformance r
ailers to prov
performance
he 2012-13 f
e 100 per cen
requirements
at maintaining
terested part
able in the c
be available o
E 3
ors for data
n
results
. Many
cesses and
ncluded
audit
e would not
a’s deferral
revented us
to that of
reporting
vide
e indicators
financial
nt accurate
s and have
g the
ties and
compliance
on our
ESSENTIAL SEVICTORIA
1.4 EN
The Victori
January 20
retailers, of
customers
franchised
others ente
fewer than
customers
MARKET CH
2010-11
Origin Ene
base of Co
Country En
consolidate
electricity u
EnergyAus
Historical d
appropriate
2012
In August 2
TRUenergy
ERVICES COMMI
NERGY MA
an Governm
009. All retail
f which 18 w
in 2011-12.
market (the
ered the mar
1000 custom
(table 1.2).
HANGES
rgy and TRU
ountry Energy
nergy data ar
ed into Origin
under the bra
stralia, but the
data remain i
e.
2012 TRUen
y for this repo
SSION ENERREPO1 AB
ARKETS
ment deregula
ers now set
ere active in
Some of the
‘local’ retaile
ket after it op
mers each at
Uenergy purc
y and Energy
re no longer
n Energy per
and name En
e customer n
n the report
ergy change
ort.
RGY RETAILERSORT BOUT OUR REPO
ated energy
their own ret
the energy
ese retailers h
ers: AGL, Ori
pened to com
t 30 June 20
chased the re
yAustralia re
reported sep
rformance da
nergyAustral
numbers are
for EnergyA
ed its name to
S COMPARATIVE
ORT
prices for all
tail prices. V
market for re
have a long h
igin Energy a
mpetition. Se
12, or sell to
etail business
espectively on
parately as th
ata. TRUene
ia, so this re
e shown as T
ustralia and
o EnergyAus
PERFORMANCE
customers f
ictoria has 27
esidential and
history in the
and TRUene
even retailers
mainly large
s and existin
n 1 March 20
his data is no
rgy continue
port shows d
TRUenergy cu
Country Ene
stralia; it is re
E 4
from 1
7 licensed
d business
e previously
ergy), while
s either had
e business
ng customer
011.
ow
es to sell
data for
ustomers.
ergy when
eported as
ESSENTIAL SEVICTORIA
ELECTRICI
Table 1.1 b
Victorian e
2010-11. O
market and
fewer than
customers
TABLE 1.1
Retailer
AGL
Australian Po
Click Energy
Dodo Power
Lumo Energ
Momentum
Neighborhoo
Origin Energ
Othera
Powerdirect
Red Energy
Simply Energ
TRUenergy
All retailers
Note: Energyapplicable.
ERVICES COMMI
ITY MARKET
breaks down
lectricity mar
Of the 29 reta
d sell electric
1000 custom
(table 1.2).
1 AVERAG2011-12
ower & Gas
y
r & Gas
y
Energy
od Energy
gy
gy
s
yAustralia custom
SSION ENERREPO1 AB
SHARE
average res
rket. It also s
ail electricity
city to 2.67 m
mers each at
GE CUSTOM
Residen
554
116
6
13
173
6
69
549
14
160
97
568
2 332 7
mers are reporte
RGY RETAILERSORT BOUT OUR REPO
sidential and
shows the pe
licences in V
million custom
t 30 June 20
MER NUMBE
ntial Bu
593 8
904
611
503
689 2
011 2
495
605 9
866
974 2
295
952
216 6
714 32
ed as TRUener
S COMPARATIVE
ORT
business cu
er cent chang
Victoria, 19 re
mers. Seven
12, or sell to
ERS—ELECT
usiness
81 182
0
703
0
20 641
28 799
0
91 070
1 923
24 258
5 304
10 368
62 035
26 283 2
rgy customers. a
PERFORMANCE
stomer numb
ge in market
etailers are a
retailers eith
mainly large
TRICITY
Total
635 775
116 904
7 314
13 503
194 330
34 810
69 495
640 675
2 789
39 232
165 599
108 320
630 251
658 997
a See table 1.2.
E 5
bers in the
share from
active in the
er had
e business
Change in market
share from 2010-11
-1.5
0.7
0.1
0.4
0.0
0.6
1.2
0.4
0.1
0.1
0.3
-0.8
3.1
—
. — Not
ESSENTIAL SEVICTORIA
TABLE 1.2
Retailer
AGL Sales (Q
Alinta Energ
Aurora Energ
Diamond En
ERM Power
Sun Retail
TRUenergy Y
All retailers
Note: Marke
Table 1.1 s
TRUen
Energy
A simi
acquir
repres
marke
Simply
GAS MARK
Table 1.3 b
Victorian ga
2010-11. O
market and
ERVICES COMMI
2 AVERAGRETAIL2011-12
Qld Elec)
y
gy
ergy
Retail
Yallorn
s
t share change
shows:
nergy increa
yAustralia's c
lar trend was
ed Country E
sented 1.9 pe
t share incre
y Energy and
KET SHARE
breaks down
as market. It
Of the 16 reta
d sell gas to
SSION ENERREPO1 AB
GE CUSTOMLERS
Residen
is not shown fo
sed its mark
customer ba
s expected fo
Energy's cus
er cent of the
eased on ave
d AGL also re
average res
t also shows
ail gas licence
1.87 million c
RGY RETAILERSORT BOUT OUR REPO
MER NUMBE
ntial
0
378
0
488
0
0
0
866
or retailers with f
et share by 3
se on 1 Marc
or Origin Ene
stomer base
e market in 2
erage by 0.4
eported decr
sidential and
the percenta
es in Victoria
customers.
S COMPARATIVE
ORT
ERS—ELECT
Busines
1
25
6
68
2
89
1 92
fewer than 1000
3.1 per cent,
ch 2011.
ergy's custom
on 1 March 2
010-11; how
per cent in 2
reases in ma
business cu
age change
a, eight retail
PERFORMANCE
TRICITY, OT
ss
12
0
54
63
83
21
90
3
0 customers.
reflecting it
mer numbers
2011. Countr
wever Origin E
2011-12.
arket share.
stomer numb
in market sh
lers are activ
E 6
THER
Total
12
378
254
551
683
21
890
2 789
acquired
s after it
ry Energy
Energy's
bers in the
are since
ve in the
ESSENTIAL SEVICTORIA
TABLE 1.3
Retailer
AGL Sales
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TABLE 2.2
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demand fo
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TABLE 2.3
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TOTAL EElectricity
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gy concession
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ent expenditu
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ESSIONS -12
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PERFORMANCE
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at is interesti
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RGY RETAILERSORT NANCIAL ASSIST
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etails for 201
s approved b
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re approved.
ved gas gran
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pplications in
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cial assistanc
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ts remained
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erall, 88 per
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nly 60 per ce
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licable to the
and hence cu
ent.
PERFORMANCE
ce to low inco
d who may b
ng an applic
DHS. The cu
es the inform
ained steady
$5.17 million.
429. Overall,
steady; the t
The average
cent of appli
tailers, only 2
applications t
in 2010-11.
88 per cent a
ent of custom
could be du
e customer o
ustomers who
E 16
ome
be at risk of
cation form
ustomers
mation.
in 2011-12.
. The
total value
e grant of
ications
22 172
to DHS for
are
mers given
ue to
or that the
o should
ESSENTIAL SEVICTORIA
TABLE 2.4
Retailer
AGL
Australian Po& Gas
Click Energy
Country Ene
Dodo PowerGas
Energy Aust
Lumo Energ
Momentum
NeighbourhoEnergy
Origin Energ
Powerdirect
Red Energy
Simply Energ
TRUenergy
ALL RETAI
a Country Ene
Data source:
ERVICES COMMI
UTILITY2011-12
prog
ower
y
ergya
r &
ralia
y
ood
gy
gy
LERS
ergy data is rep
DHS
SSION ENERREPO2 FI
Y RELIEF GRA
Customers ovided with grant forms
(no.)
6 112
2 687
57
172
10
380
1 311
19
410
3 702
102
1 833
1 298
3 894
21 987
orted separately
RGY RETAILERSORT NANCIAL ASSIST
ANTS—ELECT
Applicatsent to DH
custom(
3
1
2
1
2
13
y to Origin Ener
S COMPARATIVE
TANCE
TRICITY
tions S by
mers(no.)
Grappro
(
3 550 3
1 655 1
27
108
6
311
962
14
234
2 322 2
58
1 093
812
2 283 1
435 11
rgy.
PERFORMANCE
rants oved(no.)
Aver
3 110
1 406
22
107
4
290
932
9
184
2 129
54
969
716
1 991
1 923
E 17
rage grant amount
($)
419
429
456
435
481
436
458
461
456
442
444
428
441
439
434
ESSENTIAL SEVICTORIA
TABLE 2.5
Retailer
AGL
Australian Power & Gas
EnergyAustr
Lumo Energ
Origin Energ
Red Energy
Simply Energ
TRUenergy
ALL RETAILERS
Data source:
2.4 BU
Retailers m
difficulties p
instalments
indicator do
smooth inc
have large
difficulties s
using them
distinguish
ERVICES COMMI
UTILITY2011-12
Cusprovid
gran
s
ralia
y
gy
gy
S
DHS
UDGET IN
must offer a b
paying their
s, so they ca
oes not inclu
coming bills—
quarterly bil
separating c
m for convenie
between the
SSION ENERREPO2 FI
Y RELIEF GRA
stomers ded with nt forms
(no.)
A
by
5 120
1 990
301
924
2 169
812
904
2 802
15 022
NSTALMEN
budget instalm
bills. This pla
n reduce deb
de customer
—where the m
ls to pay dur
ustomers us
ence. The Co
e two groups
RGY RETAILERSORT NANCIAL ASSIST
ANTS—GAS
Applicationssent to DHS
by customers(no.)
2 803
1 183
238
660
1 318
486
531
1 518
8 737
NT PLANS
ment plan to
an allows a c
bt over a spe
rs who choos
monthly paym
ring the year.
sing the paym
ommission a
s and allow a
S COMPARATIVE
TANCE
s S s)
Grappro
(
3 2
3
8
0
8 1
6
1
8 1
7 7
S
o residential c
customer to p
ecified time.
se budget ins
ments ensure
. However, s
ment plans fo
accepts it is n
all data to be
PERFORMANCE
rants oved(no.)
Aver
2 436
971
216
653
1 196
442
480
1 305
7 699
customers ex
pay by regula
Theoretically
stalment plan
e the custom
ome retailers
or hardship fr
not always po
reported.
E 18
rage grant amount
($)
391
400
383
441
399
392
401
404
400
xperiencing
ar
y, this
ns to
mer will not
rs reported
rom those
ossible to
ESSENTIAL SEVICTORIA
The numbe
four years f
following de
for ele
similar
custom
in 201
Simply
plans i
above
conver
31 232
for gas
both e
ERVICES COMMI
er of budget
for both the g
etails:
ctricity, the n
r in 2011 12,
mers in 2010
1-12, compa
y Energy and
in 2011-12, b
the Victorian
rsely, TRUen
2 plans for el
s (from 29 81
lectricity and
SSION ENERREPO2 FI
instalment p
gas and elec
number of bu
at 4.40 cust
-11. Gas res
ared with 4.69
d Origin Ener
both remainin
n average.
nergy reduce
ectricity (from
16 plans in 2
d gas.
RGY RETAILERSORT NANCIAL ASSIST
lans remaine
ctricity busine
udget instalm
tomers on a
sults declined
9 per 100 cu
rgy reported
ng the highe
ed its use of
m 35 526 pla
2010-11), alth
S COMPARATIVE
TANCE
ed relatively
esses. Table
ment plans pe
plan, compa
d slightly at 4
ustomers in 2
steady use o
est for electric
budget insta
ans in 2010-1
hough it was
PERFORMANCE
steady over
es 2.6 and 2.7
er 100 custom
red with 4.61
4.18 per 100
2010-11.
of budget ins
city and gas
lment plans,
11) and 27 1
still above a
E 19
the past
7 show the
mers was
1
customers
stalment
and well
, down to
94 plans
average for
ESSENTIAL SEVICTORIA
TABLE 2.6
Retailer
AGLa
Australian Po
Click Energy
Country Ene
Dodo Power
EnergyAustr
Lumo Energ
Momentum
Neighbourho
Origin Energ
Powerdirect
Red Energy
Simply Energ
TRUenergy
ELECTRICI
a AGL data haacquired Coureported toget
ERVICES COMMI
BUDGET2008-09 t
ower & Gas
y
ergyb
r & Gas
raliab
y
ood Energy
gy
gy
ITY TOTAL
as been resubmntry Energy, anther from 2011-
SSION ENERREPO2 FI
T INSTALMENto 2011-12
Average nbudg
instalmepla
customeper mont
2011-1
13 52
3 03
5
5 44
62
37 05
6
5 32
6 2
31 23
102 59
mitted from 2010d TRUenergy a-12. — Not app
RGY RETAILERSORT NANCIAL ASSIST
NT PLANS—R
no. et nt an
ersth
Bud
12 2008-0
29 n
36 1.5
54 0.4
0 1.0
1
0 0.1
48 1.5
7 0.1
21 0.2
58 5.3
69 0.0
26 2.1
16 0.3
32 8.5
97 4.84
0-11, data prior acquired Energyplicable. Na Not
S COMPARATIVE
TANCE
RESIDENTIA
dget instalmcust
9 2009-10
na na
9 2.50
45 0.62
06 1.17
0 0
2 0.67
1 2.98
3 0.42
23 0.30
2 6.08
01 0.13
6 2.10
5 4.08
6 8.05
4 5.28
to this has beenyAustralia on 1 Mavailable
PERFORMANCE
L ELECTRICI
ment plans petomers
0 2010-11
a 2.66
0 2.74
2 0.80
7 1.71
0 0
7 0.45
8 2.44
2 0.52
0 1.20
8 6.53
3 0.34
0 2.92
8 6.32
5 7.42
8 4.61
n removed b OrMarch 2011. Da
E 20
ITY
er 100
2011-12
2.44
2.60
0.82
—
0
—
3.14
0.12
0.89
6.74
0.46
3.32
6.35
5.50
4.40
rigin Energy ata are
ESSENTIAL SEVICTORIA
TABLE 2.7
Retailer
AGLa
Australian Po
EnergyAustr
Lumo Energ
Origin Energ
Red Energy
Simply Energ
TRUenergy
GAS TOTAL
a AGL data haacquired Ener
— Not applic
ERVICES COMMI
BUDGET2007-08 t
ower & Gas
raliab
y
gy
gy
L
as been resubmrgyAustralia on
cable. Na Not av
SSION ENERREPO2 FI
T INSTALMENto 2011-12
Averageno. budgetinstalment
plancustomersper month
2011-12
8 229
1 935
—
4 507
26 866
2 566
4 703
27 194
76 000
mitted from 20101 March 2011.
vailable
RGY RETAILERSORT NANCIAL ASSIST
NT PLANS—R
e t t n sh
Bud
2 2008-09
9 —
5 1.07
— 0.09
7 1.75
6 5.59
6 0.82
3 0.29
4 8.22
0 5.36
0-11, data prior Data are report
S COMPARATIVE
TANCE
RESIDENTIA
get instalmecusto
2009-10
—
1.81
0.69
3.43
5.82
1.37
3.63
7.72
5.63
to this has beented together from
PERFORMANCE
L GAS
ent plans peromers
2010-11
1.92
1.71
0.45
2.48
5.67
2.14
5.85
7.12
4.69
n removed b TRm 2011-12.
E 21
r 100
2011-12
1.67
1.91
—
3.53
6.34
2.72
5.69
5.49
4.18
RUenergy
ESSENTIAL SEVICTORIA
3 DR
WHAT
Electrici
custome
from 17
custome
were dis
Neighbo
significa
number
disconn
custome
Energy
greatest
disconn
The num
remaine
disconn
to disco
reconne
who are
strugglin
offering
a hards
retailers
unpaid a
For gas
Both inc
per 100
ERVICES COMMI
DISCORECO
T WE FOU
ity disconnect
ers. In total, 23
871 in 2010-1
ers from 0.74
sconnected in
ourhood Energ
antly contribute
r of disconnect
ected 2.38 pe
ers, Australian
disconnected
t improvemen
ections during
mber of custom
ed similar in 20
ections for bo
onnection to re
ections at the s
e “skipping” or
ng to pay their
enough supp
hip program o
s’ efforts to eng
accounts.
, Australian Po
creased gas d
customers re
SSION ENERREPO3 DI
ONNENNEC
UND
ions increased
3 805 electrici
11). Gas disco
per 100 custo
2011-12.
gy, Simply En
ed to the incre
tions per 100
er 100 custome
n Power & Gas
1.85 per 100
t in 2011-12, t
g system upgr
mers disconne
011-12, at alm
oth gas and ele
esolve paymen
same address
moving from
r bills. It is pos
ort to custome
or on a payme
gage them, le
ower & Gas a
isconnections
espectively.
RGY RETAILERSORT ISCONNECTIONS
ECTIOCTIO
d by 33 per ce
ity customers
onnections inc
omers in 2011-
ergy, Click En
eased electric
customers of
ers, Simply En
s disconnecte
customers. A
this may have
rades.
ected and then
most 50 per ce
ectricity may in
nt issues. The
s within seven
the residence
ssible retailers
ers experienci
nt plan. It may
eaving disconn
and Simply En
s in 2011-12, r
S COMPARATIVE
S AND RECONNE
ONS ANS
ent in 2011-12
were disconn
creased in 201
-12. In total, 2
nergy and Aus
ity disconnect
all the retailer
nergy disconn
ed 1.94 per 10
Although Origin
e been becaus
n reconnected
ent of all disco
ndicate retaile
e correspondin
days indicate
e, but rather cu
s are not proac
ing hardship a
y also be that
nection as the
ergy reported
reporting 2.33
PERFORMANCE
ECTIONS
AND
2, to 1.02 per 1
ected for non-
11-12, up to 1.
0 483 gas cus
stralian Power
ions, reporting
rs. Neighbourh
nected 2.07 pe
0 customers,
n Energy show
se it suspende
d at the same
nnections. The
ers are increas
ng high rate of
es these are no
ustomers who
ctively identify
and who may n
customers are
only option re
the poorest p
and 2.07 disc
E 22
100
-payment (up
.13 per 100
stomers
r & Gas
g the highest
hood Energy
er 100
and Click
wed the
ed
address
e increase in
singly turning
f
ot customers
may be
ying and
need to be in
e ignoring
emaining for
performance.
connections
ESSENTIAL SEVICTORIA
3.1 W
Disconnect
be a last re
assessing t
plans and g
and energy
A key indic
disconnect
reconnectio
rather than
However, n
more detai
insights into
custom
conces
custom
month
Comparing
jurisdictions
ERVICES COMMI
HY REPO
ting custome
esort for retai
them for thei
government
y efficiency a
cator of the s
ed and recon
ons often ind
'skippers' (t
not all custom
led data abo
o those who
mers previou
ssion card ho
mers disconn
s.
g Victoria's di
s also helps
SSION ENERREPO3 DI
RT THESE
ers who conti
ilers. Retaile
ir hardship p
assistance, a
advice.
uccess of thi
nnected in th
dicate custom
hose who lea
mers who are
out disconnec
may be exp
sly on a bud
olders
nected on at
isconnection
compare the
RGY RETAILERSORT ISCONNECTIONS
E INDICA
inually fail to
ers must help
programs, off
and providin
is assistance
he same nam
mers who ma
ave the addr
e disconnect
cted and reco
periencing ha
get instalme
least one oth
n data agains
e performanc
S COMPARATIVE
S AND RECONNE
ATORS?
o pay outstan
p customers a
fering them re
g access to f
e is the numb
me at the sam
ay be struggl
ress without
ted are finan
onnected cu
ardship—nam
ent plan
her occasion
st historical tr
ce of the ene
PERFORMANCE
ECTIONS
nding accoun
avoid discon
easonable p
financial cou
ber of custom
me address.
ing with their
paying their
cially distres
stomers prov
mely:
n during the p
rends and ot
ergy retailers
E 23
nts should
nnection by
payment
unsellors
mers
These
r payments,
accounts).
ssed, and
vides
previous 24
ther
s.
ESSENTIAL SEVICTORIA
3.2 COAC
This sectio
gas custom
public and
years, while
both electri
TABLE 3.1
Electricity di
Per cent of c
Gas disconn
Per cent of c
FIGURE 3.1
Note: Gas rec
0.0
0.5
1.0
1.5
2.0
Disconnections/reconnections per 100
customers
ERVICES COMMI
OMPARINCROSS JU
n provides d
mers, to show
private secto
e figure 3.1 s
icity and gas
RESIDEN2007-08 t
sconnections
customers
ections
customers
1 DISCON1990 to 2
connection data
1990
1991
1992
1993
Elect
Gas
SSION ENERREPO3 DI
NG DISCOURISDICT
isconnection
w the long ter
ors. Table 3.
shows discon
s.
NTIAL ELECTto 2011-12
2007-08
6 249
0.29
6 581
0.39
NECTIONS A2011-12 reside
a commenced in
1993
1994
1995
1996
1997
tricity disconn
disconnection
RGY RETAILERSORT ISCONNECTIONS
ONNECTIOTIONS
n and reconn
rm performa
1 details disc
nnection and
TRICITY AND
8 2008-09
9 9 598
9 0.43
1 10 077
9 0.57
AND RECONNential and bus
n 2004-05.
1998
1999
2000
2001
2002
ections
s
S COMPARATIVE
S AND RECONNE
ONS OVER
nection rates
nce of the in
connection r
d reconnectio
D GAS DISCO
2009-10
13 486
0.59
15 473
0.85
NECTIONS—iness
2002
2003
2004
2004
‐05
2005
‐06
Electric
Gas rec
PERFORMANCE
ECTIONS
R TIME AN
for all electr
dustry in bot
ates for the p
on levels sinc
ONNECTIONS
2010-11
17 871
0.77
13 741
0.74
ELECTRICIT20
0506
2006
‐07
2007
‐08
2008
‐09
2009
‐10
ity reconnectio
onnections
E 24
ND
ricity and
th the
past five
ce 1990 for
S
2011-12
23 805
1.02
20 483
1.13
TY AND GAS
2010
‐11
2011
‐12
ons
ESSENTIAL SEVICTORIA
Disconnect
customers
slight fall in
The rate of
100 custom
the availab
end of rang
1.35 per 10
100 custom
highest at 1
rate in 201
non-payme
TABLE 3.2
Jurisdiction
Victoria
New South W
ACT
South Austra
Queensland
Tasmania
Western Aus
Note: Queensnumbers inclu
Data sourcesRegulatory CoDepartment oEconomic Re
ERVICES COMMI
tions and rec
in 2011-12.
n 2010-11.
f residential e
mers. Compa
ble data), Vict
ge reported.
00 customers
mers. Queens
1.16 per 100
1-12 becaus
ent between
RESIDENPer 100 c
n 20
Wales
alia
stralia
sland may be mude both small r
: Independent Pommission (ICR
of Employment Egulator (OTTER
SSION ENERREPO3 DI
connections
Gas disconn
electricity dis
ared with disc
toria althoug
South Austra
s. Western A
sland reporte
0 customers.
se Aurora En
October 201
NTIAL ELECTcustomers
007-08 20
0.29
0.6
0.43
0.85
1.13
0.39
0.77
marginally higherresidential and s
Pricing and RegRC), Essential SEconomic DeveR), Economic Re
RGY RETAILERSORT ISCONNECTIONS
increased sig
nection rates
sconnection i
connection ra
gh not the hig
alia reported
Australia was
ed a slight de
Tasmania re
ergy suspen
1 and June
TRICITY DIS
008-09 2
0.43
0.6
0.27
0.87
na
0.45
0.55
r than reported,small business c
ulatory TribunaServices Commielopment and Inegulation Autho
S COMPARATIVE
S AND RECONNE
gnificantly fo
also increas
in Victoria in
ates in other
ghest, was st
the highest
s steady at ap
ecrease, but
ecorded a ve
nded disconn
2012.
SCONNECTIO
2009-10
0.59
0.6
0.56
0.66
0.9
0.59
0.39
because the smcustomers. na N
l (IPART), Indepssion of South Anovation (DEED
ority (ERA).
PERFORMANCE
ECTIONS
or electricity a
sed in 2011-1
2011-12 wa
r jurisdictions
till higher at t
disconnectio
pproximately
was still one
ery low disco
nections for
ONS, BY JURI
2010-11
0.77
0.61
0.26
1.01
1.22
0.51
0.9
mall market cusNot available.
pendent CompeAustralia (ESCODI), Office of the
E 25
and gas
12, after a
as 1.02 per
s (based on
the upper
on rate at
y 0.9 per
e of the
onnection
RISDICTION
2011-12
1.02
na
na
1.35
1.16
0.08
0.87
stomer
etition and OSA), e Tasmanian
ESSENTIAL SEVICTORIA
3.3 DI
This sectio
and addres
also compa
average tre
indications
Overall tab
the sta
electric
discon
the dis
reporte
This is
000 cu
almost
reconn
name
The increas
increasingl
high rate of
these are n
customers
be sufficien
may need t
looks like c
ERVICES COMMI
ISCONNE
n presents ra
ss for Victoria
ares these ra
ends in disco
of financial d
bles 3.3 and 3
atewide disco
city custome
nnected in 20
sconnection r
ed 1.1 discon
s a 50 per ce
ustomers.
t half of all di
nected again
in 2011-12, s
sed disconne
y using disco
f reconnectio
not customer
who may be
ntly identifyin
to be in a ha
customer eng
SSION ENERREPO3 DI
ECTIONS A
ates of disco
an residentia
ates with reta
onnection and
distress.
3.4 show:
onnection rat
ers, up from 0
011-12 (up 33
rate for gas c
nnections pe
nt increase f
isconnected
n within seven
similar to the
ections for bo
onnection to
ons at the sa
rs who are "s
e struggling to
ng and suppo
rdship progra
gagement ma
RGY RETAILERSORT ISCONNECTIONS
AND RECO
onnection and
al electricity a
ailers' 2010-1
d reconnecti
te increased
0.77 in 2010-
3 per cent fro
customers a
er 100 gas cu
for gas custo
customers fo
n days at the
e result for 20
oth gas and
resolve pay
ame address
skipping" or m
o pay their b
orting custom
ram or on a p
ay be playing
S COMPARATIVE
S AND RECONNE
ONNECTI
d reconnecti
and gas cust
11 performan
on of custom
this year to
-11. Almost 2
om 2010-11)
lso increased
ustomers, up
omers and re
or both elect
e same addre
010-11.
electricity su
ment issues.
within seven
moving from
bills. It is poss
mers experien
payment plan
g a role as w
PERFORMANCE
ECTIONS
ONS IN 2
on in the sam
tomers in 201
nce and look
mers who exh
1 per 100 re
24 000 custo
).
d this year; r
p from 0.74 in
epresents jus
tricity and ga
ess and with
uggest retaile
. The corresp
n days indica
the residenc
sible retailers
ncing hardsh
n, increasing
well.
E 26
2011-12
me name
11-12. It
ks at
hibit
esidential
omers were
retailers
n 2010-11.
st over 20
as were
h the same
ers are
ponding
ates that
ce, rather
s may not
hip and who
ly though it
ESSENTIAL SEVICTORIA
In January
individual d
customer d
stated more
assess the
only way to
program. W
until discon
noted they
(such as bi
decreases.
ERVICES COMMI
2012 the Co
disconnection
disengageme
e customers
m for assista
o engage a c
We understan
nnection that
often suspe
lling systems
.
SSION ENERREPO3 DI
ommission w
n rates seen
ent as the ma
refuse to en
ance. One re
customer and
nd that some
their clients
nd disconnec
s) to ensure
RGY RETAILERSORT ISCONNECTIONS
wrote to spec
in 2010-11.
ain reason fo
ngage with th
etailer noted
d assess the
e financial co
start to activ
ctions when
no one is wr
S COMPARATIVE
S AND RECONNE
ific retailers t
The retailers
or higher disc
hem and they
disconnectio
m for payme
ounsellors ha
vely engage.
changing pr
rongfully disc
PERFORMANCE
ECTIONS
to comment
s cited increa
connections.
y therefore c
on is sometim
ent plans or a
ave noted tha
Some retail
ocesses or s
connected, re
E 27
on
asing
They
cannot
mes the
a hardship
at it isn’t
ers also
systems
esulting in
TABLE 3.3 DISCONNECTIONS—RESIDENTIAL ELECTRICITY 2010-11 to 2011-12
Total disconnections Disconnections
Reconnections in the same name within
seven days
Customers previously on a
budget instalment plan
Customers with multiple
disconnections within 24 months
Concession card holders
per 100 customers % of disconnections % of disconnections % of disconnections % of disconnections
Retailer 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12
AGL 6 090 9 640 1.04 1.74 48 56 43 38 10 16 16 17
Australian Power & Gas 2 318 2 263 2.41 1.94 57 54 42 31 18 13 18 32
Click Energy 44 122 1.28 1.85 32 61 23 35 7 32 14 24
Country Energya 222 — 0.50 — 42 — 18 — 5 — 20 —
EnergyAustraliaa 44 — 0.07 — 39 — 5 — 0 — 5 —
Lumo Energy 985 1 219 0.57 0.70 43 29 21 27 9 9 30 19
Momentum Energyb 8 28 0.36 0.47 — — — — — — — —
Neighbourhood Energy 347 1 655 0.95 2.38 62 11 39 60 73 40 35 43
Origin Energy 2 627 1 882 0.49 0.34 29 13 35 24 7 7 13 14
Powerdirectb 14 22 0.10 0.15 — — — — — — — —
Red Energy 1 830 2 318 1.22 1.45 50 44 23 28 13 15 32 29
Simply Energy 2 456 2 032 2.13 2.07 57 59 26 32 10 18 17 17
TRUenergy 886 2 624 0.19 0.46 37 45 47 23 22 9 24 27
ELECTRICITY TOTAL 17 871 23 805 0.77 1.02 47 46 36 34 12 16 19 22
a Origin Energy acquired Country Energy, and TRUenergy acquired EnergyAustralia on 1 March 2011. Data are reported together from 2011-12. b Retailers with fewer than 30 disconnections do not have percentage data reported. — Not applicable.
TABLE 3.4 DISCONNECTIONS—RESIDENTIAL GAS 2010-11 to 2011-12
Disconnections
Reconnections in the same name within
seven days
Customers previously on a
budget instalment plan
Customers with multiple
disconnections within 24 months
Concession card holders
Concession card holders
per 100 customers % of disconnections % of disconnections % of disconnections % of disconnections
Retailer 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12
AGL 3 095 8 096 0.62 1.65 9 16 43 43 9 16 18 21
Australian Power & Gas
1 818 2 354 2.29 2.33 17 13 40 29 17 13 20 32
EnergyAustraliaab 10 — 0.02 — — — — — — — — —
Lumo Energy 1 838 1 913 1.47 1.50 41 18 25 39 41 18 34 20
Origin Energy 3 228 1 588 0.64 0.37 28 21 35 23 28 21 9 16
Red Energy 1 127 1 524 1.34 1.61 18 21 19 33 18 21 37 39
Simply Energy 1 697 1 708 1.84 2.07 9 14 21 26 9 14 14 13
TRUenergy 928 3 300 0.22 0.67 19 12 39 27 19 12 32 37
GAS TOTAL 13 741 20 483 0.74 1.13 20 16 33 35 20 16 20 25
a Retailers with fewer than 30 disconnections do not have percentage data reported. b TRUenergy acquired EnergyAustralia on 1 March 2011. Data are reported together from 2011-12. — Not applicable.
TABLE 3.5 RECONNECTIONS—RESIDENTIAL ELECTRICITY 2010-11 to 2011-12
Total reconnections Reconnections
Reconnected customers previously on a budget
instalment plan
Customers with multiple reconnections within 24
months Concession card holders
per 100 customers % of reconnections % of reconnections % of reconnections
Retailer 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12
AGL 2 921 5 364 0.50 0.97 40 47 9 19 14 19
Australian Power & Gas 1 328 1 232 1.38 1.05 52 38 21 15 20 37
Click Energya 14 74 0.41 1.12 — 39 — 14 — 23
Country Energyb 94 — 0.21 — 21 — 13 — 23 —
EnergyAustraliaab 17 — 0.03 — — — — — — —
Lumo Energy 428 354 0.25 0.20 34 44 13 12 35 22
Momentum Energya 2 8 0.09 0.13 — — — — — —
Neighbourhood Energy 216 181 0.59 0.26 51 41 76 3 40 36
Origin Energy 773 252 0.14 0.05 9 10 12 17 16 19
Powerdirecta 1 6 0.01 0.04 — — — — — —
Red Energy 910 1 011 0.61 0.63 29 34 13 16 34 32
Simply Energy 1 392 1 202 1.21 1.23 29 38 10 18 21 20
TRUenergy 327 1 185 0.07 0.21 65 17 32 9 33 33
ELECTRICITY TOTAL 8 423 10 869 0.37 0.47 37 39 15 17 21 24
a Retailers with fewer than 30 reconnections do not have percentage data reported. b Origin Energy acquired Country Energy, and TRUenergy acquired EnergyAustralia on 1 March 2011. Data are reported together from 2011-12. — Not applicable.
TABLE 3.6 RECONNECTIONS—RESIDENTIAL GAS 2010-11 to 2011-12
Total reconnections Reconnections
Reconnected customers previously on a budget
instalment plan
Customers with multiple reconnections within 24
months Concession card holders
per 100 customers % of reconnections % of reconnections % of reconnections
Retailer 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12
AGL 1 476 4 002 0.29 0.81 29 51 6 19 11 25
Australian Power & Gas 1 068 1 323 1.35 1.31 50 39 18 14 23 39
EnergyAustraliaab 3 — 0.01 — — — — — — —
Lumo Energy 803 516 0.64 0.40 32 57 27 21 57 24
Origin Energy 1 035 652 0.20 0.15 85 37 27 24 22 48
Red Energy 438 473 0.52 0.50 29 41 18 19 41 40
Simply Energy 698 764 0.76 0.92 31 36 8 15 21 18
TRUenergy 338 1 579 0.08 0.32 56 19 30 15 38 43
GAS TOTAL 5 859 9 309 0.31 0.51 45 42 17 18 26 32
a Retailers with fewer than 30 reconnections do not have percentage data reported. b TRUenergy acquired EnergyAustralia on 1 March 2011. Data are reported together from 2011-12. — Not applicable.
ESSENTIAL SEVICTORIA
We further
their custom
WHO IS DI
This sectio
difficulties a
custom
custom
conces
There was
experiencin
indicators f
results. Tha
but the num
not increas
reconnectio
hardship pr
This is sup
disconnect
within seve
customers)
payment pl
disconnect
suggested
with unpaid
Individual r
presented
ERVICES COMMI
analysed the
mers in finan
ISCONNECTE
n looks at wh
are disconne
mers previou
mers disconn
ssion card ho
little change
ng payment d
for both elect
at is, the tota
mber of custo
sing. This ma
on rather tha
rograms) wh
ported by inc
ed multiple t
en days (whic
). Interesting
lans or hards
ion/ reconne
disconnectio
d accounts.
retailer result
in figures 3.2
SSION ENERREPO3 DI
e data to bet
ncial difficultie
ED?
hether custo
ected. These
sly on a bud
nected multip
olders.
e in the overa
difficulties in
tricity and ga
al number of
omers being
ay indicate re
an financial a
en customer
creasing num
imes within 2
ch is around
ly, these res
ship participa
ection continu
ons are often
ts are presen
2 and 3.3.
RGY RETAILERSORT ISCONNECTIONS
tter understa
es.
omers who m
e customers i
get instalme
ple times
all proportion
the last four
as varied by
customers b
disconnecte
etailers are u
assistance (s
rs do not pay
mbers of elec
24 months, a
50 per cent
sults did not c
ation (see ch
ues to escala
n the only me
nted in tables
S COMPARATIVE
S AND RECONNE
and whether r
may be exper
include:
ent plan
ns of disconn
r years. Two
less than 4 p
being disconn
ed who exhib
sing disconn
uch as paym
y their bills.
ctricity custom
and the high
for both elec
coincide with
hapter 2). The
ate. And, as
eans for enga
s 3.3 and 3.4
PERFORMANCE
ECTIONS
retailers disc
iencing paym
ected custom
of the three
per cent from
nected is inc
bit payment d
nection and
ment plans or
mers being
rate of recon
ctricity and ga
h any increas
e cycle of
noted above
aging with cu
4 and averag
E 32
connected
ment
mers
key
m 2008-09
creasing,
difficulties is
r access to
nnections
as
se in
e, retailers
ustomers
ge data is
ESSENTIAL SEVICTORIA
FIGURE 3.2
Tables 3.3
the pro
instalm
range
increas
once o
12 per
indicat
discon
the fou
2011-1
gas dis
increas
Howev
chang
0
10
20
30
40
C
Per cent of disconnections
ERVICES COMMI
2 ELECTRIPAYMEN2008-09 t
and 3.4 and
oportion of d
ment plan de
over the last
sing number
over 24 mont
r cent in 2010
tor of hardsh
nnections of c
ur years and
12.
sconnections
sed slightly,
ver, the curre
e over time.
Customers prevbudget instalm
SSION ENERREPO3 DI
ICITY DISCONT DIFFICULto 2011-12
figure 3.6 sh
isconnected
creased sligh
t four years.
rs of electricit
ths-up to 16
0-11, and do
ip that show
concession c
represented
s of custome
from 33 per
ent rate is the
viously on ament plan
Cd
2008‐09 20
RGY RETAILERSORT ISCONNECTIONS
ONNECTIONSLTIES
how the follo
electricity cu
htly in 2011-
ty customers
per cent of a
ouble the res
wed a signific
card electrici
d 22 per cent
ers previously
cent in 2010
e same as fo
Customers with disconnections w
months
009‐10 2010
S COMPARATIVE
S AND RECONNE
S FOR CUSTO
owing results
ustomers pre
12, but rema
s were disco
all disconnec
ult in 2008-0
ant increase
ty customers
t of all electri
y on a budge
0-11 to 35 pe
our years ago
multiplewithin 24s
Co
0‐11 2011‐1
PERFORMANCE
ECTIONS
OMERS WITH
:
eviously on a
ained within a
nnected mor
ctions in 2011
9. This is the
in the last fo
s remained s
city disconne
et instalment
er cent in 201
o, reflecting m
oncession card h
12
E 33
H
a budget
a 4 per cent
re than
1-12 from
e only
our years.
steady over
ections in
t plan
11-12.
minimal
holders
ESSENTIAL SEVICTORIA
multipl
to 16 p
10. Th
increas
discon
gas dis
similar
22 per
FIGURE 3.3
0
10
20
30
40
C
Per cent of disconnections
ERVICES COMMI
le gas discon
per cent in 20
his is contrary
sed steadily
nnections of c
sconnections
r to that seen
r cent.
3 GAS DISDIFFICU2008-09 t
Customers prevbudget instalm
SSION ENERREPO3 DI
nnections wit
011-12 from
y to the resul
over the last
concession c
s in 2010-11
n in 2008-09
SCONNECTIOULTIES to 2011-12
viously on ament plan
Cd
2008‐09 20
RGY RETAILERSORT ISCONNECTIONS
thin 12 mont
20 per cent
lts for electri
t four years.
card custome
to 25 per ce
and is slight
ONS FOR CUS
Customers withdisconnections w
months
009‐10 2010
S COMPARATIVE
S AND RECONNE
ths decrease
in 2010-11 a
city where di
ers increased
ent in 2011-1
tly higher tha
STOMERS W
multiplewithin 24s
Co
0‐11 2011‐1
PERFORMANCE
ECTIONS
ed significant
and 32 per ce
isconnection
d from 20 pe
2. Overall, th
an the electric
WITH PAYMEN
oncession card
12
E 34
tly—down
ent in 2009-
ns
er cent of
he rate is
city rate of
NT
holders
ESSENTIAL SEVICTORIA
WHO IS RE
Almost half
reconnecte
customers
Tables 3.5
electric
0.47 in
up from
half of
same
the pe
instalm
39 per
multipl
points
for gas
the pe
slightly
reconn
points
percen
These data s
hardship ind
ERVICES COMMI
ECONNECTED
f (46 per cen
ed in the sam
recorded a s
and 3.6 sho
city reconnec
n 2011-12. S
m 0.31 in the
all disconne
address and
rcentage of r
ment plan inc
r cent) and d
le reconnect
to 17 per ce
s.
rcentage of c
y for electrici
nections of c
to 24 per ce
ntage points
support the fin
dictors is not in
SSION ENERREPO3 DI
D IN THE SA
nt) of electrici
me name and
similar propo
w the followi
ctions increa
imilarly, gas
e previous ye
ected custom
in the same
reconnected
creased sligh
ecreased for
ions of custo
ent for electric
concession c
ty, from 24 p
oncession ca
ent. Reconne
32 per cent.
nding the prop
ncreasing eve
RGY RETAILERSORT ISCONNECTIONS
AME NAME?
ity customers
d at the same
ortion (45 per
ing for recon
ased from 0.3
reconnectio
ear. This con
mers are reco
e name.
customers w
htly for electr
r gas (from 4
omers were s
city, and risin
card holders
per cent to 21
ard electricity
ections of con
portion of reco
n though the t
S COMPARATIVE
S AND RECONNE
s who were d
e address in
r cent).
nections in 2
37 per 100 c
ns rose to 0.
ntinues the tre
onnected with
who were pre
icity (from 37
45 per cent to
similar this ye
ng 1 percent
reconnected
1 per cent.
y customers
ncession car
onnected custo
total number o
PERFORMANCE
ECTIONS
disconnected
2011-12. Ga
2011-12:
ustomers in
.51 per 100 c
end that app
hin seven da
eviously on a
7 per cent to
o 42 per cent
ear, rising 2
age point to
d in the same
rose 3 perce
d gas custom
omers with fina
of reconnectio
E 35
d were
as
2010-11 to
customers,
proximately
ays at the
a budget
t).
percentage
18 per cent
e name fell
entage
mers rose 6
ancial
ns is.
ESSENTIAL SEVICTORIA
WHO STAN
Industry-wi
customers
retailers.
For electric
Click E
discon
within
for disc
its hard
alread
Click E
of part
may be
Neighb
custom
targeti
custom
for all t
chang
in disc
within
reliable
in disc
Simply
althoug
Recon
with m
averag
rate in
this wa
ERVICES COMMI
NDS OUT?
de data sugg
with financia
city:
Energy's perf
nnections per
seven days.
connections
dship progra
y on a paym
Energy increa
ticipants in th
e having an
bourhood En
mers). It also
ng the corre
mers disconn
three areas.
es and grant
connections f
this time fram
e hardship d
connections w
y Energy also
gh this was a
nnections we
multiple disco
ge. Simply E
2010-11 wa
as not reflect
SSION ENERREPO3 DI
gest retailers
al difficulties.
formance wo
r 100 custom
Further, all t
. This may in
am quickly en
ment plan or d
ased monito
heir hardship
effect.
nergy also re
reported a lo
ct customers
nected who e
In January 2
ting operatio
for 2011-12,
me. Neighbo
ata this finan
with hardship
o had a high
a slight impro
re also high
nnections an
nergy comm
as caused by
ted in the 20
RGY RETAILERSORT ISCONNECTIONS
s may not be
This section
orsened in 20
mers; of those
three financi
ndicate Click
nough, espec
disconnected
ring and revi
p program inc
eported a hig
ow reconnec
s to disconne
exhibited fina
2012 Neighb
nal control to
and debt ma
ourhood Ene
ncial year, so
p participatio
disconnectio
ovement on
at 59 per ce
nd reconnect
mented in Jan
y a backlog o
11-12 result
S COMPARATIVE
S AND RECONNE
e sufficiently
n presents da
011-12. It rep
e, 61 per cen
ial indicators
Energy is no
cially since a
d and reconn
iew of discon
creased in 20
h disconnect
ction rate, pe
ect. However
ancial hardsh
bourhood Ene
o Alinta Ener
anagement w
rgy could no
o we cannot
on.
on rate (2.07
the 2010-11
nt and the nu
tions within 2
nuary 2012 th
of unprocesse
.
PERFORMANCE
ECTIONS
identifying an
ata for individ
ported 1.85
nt were recon
were above
ot moving cu
a large propo
nected. In Jan
nnections. Th
011-12, indic
tion rate (2.3
erhaps signify
r, the proport
hip was abov
ergy cited pro
rgy resulted i
was specifica
t provide acc
compare the
7 per 100 cus
figure of 2.1
umber of cus
24 months wa
he high disco
ed disconnec
E 36
nd assisting
dual
nnected
e average
ustomers to
ortion were
nuary 2012
he number
cating this
38 per 100
ying it is
tion of
ve average
rocedural
in a spike
ally targeted
curate and
e increase
stomers),
3.
stomers
was above
onnection
ctions, but
ESSENTIAL SEVICTORIA
AGL a
rates.
engag
2010-1
discon
Origin
reconn
billing
period
the ma
expect
TRUen
TRUen
conces
For gas:
Follow
highes
reconn
averag
for ele
the ris
Simply
custom
financi
Origin
custom
was be
reconn
discon
ERVICES COMMI
and Australia
Both retailer
ement is the
11. AGL also
nnection data
Energy repo
nections in 2
systems in V
of change it
ajority of acc
ts disconnec
nergy also re
nergy had ab
ssion card ho
wing the trend
st disconnect
nected 56 pe
ge results for
ctricity, Aust
e in gas con
y Energy also
mers) althoug
ial difficulty in
Energy cont
mers disconn
elow average
nection indica
nnections cau
SSION ENERREPO3 DI
n Power & G
rs commente
e main reason
o commente
a provided in
orted a decre
011-12. Orig
Victoria from
t suspended
ounts to ens
ctions to retur
eported low r
bove average
olders.
d from 2010-
tion rate at 2
er cent of the
r disconnecti
tralian Power
nections.
o recorded a
gh the recon
ndicators we
tinued its per
nected in 201
e for most fin
ators. As for
used this dro
RGY RETAILERSORT ISCONNECTIONS
Gas also repo
ed in January
n for the incr
ed that recent
2010 was u
ease in rates
gin comment
September
disconnectio
sure billing pr
rn to 2010-1
rates of disco
e results for
-11, Australia
2.33 per 100
ese customer
ng/reconnec
r & Gas cited
a high gas dis
nection rate
ere below ave
rformance tre
11-12; of the
nancial hards
electricity, O
op in disconn
S COMPARATIVE
S AND RECONNE
orted above
y 2012 that d
rease in disc
tly improved
nderstated
of disconne
ed this reflec
2011 to Feb
on for non-pa
rocesses we
1 levels in th
onnection in
disconnectin
an Power & G
customers in
rs within seve
cting concess
d lower custo
sconnection
was average
erage.
end in gas w
se 41 per ce
ship disconn
Origin noted s
nections in 20
PERFORMANCE
ECTIONS
average disc
eclining cust
onnections s
reporting ca
ction and
cted changes
ruary 2012. D
ayment activ
re fully stabil
he next repor
2011-12, alt
ng and recon
Gas reported
n 2011-12. It
en days and
sion card hol
omer engage
rate (2.07 pe
e at 45 per c
with 0.37 per
nt were reco
ection and
suspended
011-12.
E 37
connections
tomer
seen in
apabilities
s to their
During this
vity across
lised; it
rting period.
though
nnecting
d the
t
had above
lders. As
ement for
er 100
cent. Its
100
onnected. It
ESSENTIAL SEVICTORIA
THE COMM
Overall, the
policies. In
experiencin
hardship pr
disconnect
increased a
increas
on the
26 per
increas
prices
compa
www.e
retaile
difficul
custom
custom
may be
accoun
alterna
cannot
ERVICES COMMI
MISSION’S VI
e Commissio
2010 we as
ng financial h
rograms. De
ions continu
after a small
ses in the co
energy conc
r cent in 2011
ses in prices
increased 1
arative perfor
esc.vic.gov.a
rs' hardship
lties may not
mers.
mer disengag
e the only wa
nts.
atively retaile
t pay.
SSION ENERREPO3 DI
IEW
on is concern
ked retailers
hardship hav
spite these a
ed to rise in
decline last
ost of living-T
cession; spe
1-12).
s of electricity
0 per cent an
rmance repo
au).
programs an
t work as effi
gement may
ay to initiate
ers may simp
RGY RETAILERSORT ISCONNECTIONS
ned about ret
s for assuranc
ve opportunit
assurances b
2010-11 and
year. These
The Victorian
ending rose b
y and gas du
nd gas 6 per
ort-pricing 20
nd other assi
ciently as th
also contribu
communicat
ply disconnec
S COMPARATIVE
S AND RECONNE
tailers implem
ce that all cu
ies to partici
being given,
d 2011-12; g
findings ma
n Governmen
by 42 per cen
uring 2011-12
r cent (see th
11-12, availa
stance for cu
ey could to
ute to the inc
tion with a cu
ct more often
PERFORMANCE
ECTIONS
menting hard
ustomers ide
pate in retail
electricity
as disconnec
y reflect seve
nt's increased
nt in 2010-11
2-residential
he Energy ret
able to down
ustomers wit
identify these
crease-disco
ustomer over
n when a cus
E 38
dship
ntified as
ers'
ctions also
eral factors:
d spending
1 and
electricity
tailers
nload at
th financial
e
onnection
r unpaid
stomer
ESSENTIAL SEVICTORIA
We accept
access to a
However, t
about whet
hardship pr
DISCONNE
This sectio
business e
with retaile
Tables 3.7
the ele
2011-1
reporte
from 2
discon
busine
up to 0
the rec
discon
custom
custom
ERVICES COMMI
in most case
all aspects of
he Commiss
ther there are
rograms.
ECTIONS AND
n compares
lectricity and
rs' 2010-11 p
and 3.8 sho
ectricity disco
12-0.63 per 1
ed the highe
2.29 in 2010-
nnection rate
ess gas custo
0.81 per 100
connection ra
nnections, wit
mers and gas
mers in the p
SSION ENERREPO3 DI
es customers
f that program
sion plans to
e any barrier
D RECONNEC
disconnectio
d gas custom
performance
w the followi
onnection rat
100 custome
st electricity
11), while Po
s at 0.21 and
omers record
customers f
ate for busin
th electricity
s reconnectio
revious year
RGY RETAILERSORT ISCONNECTIONS
rs entering a
m and the re
consult with
rs impeding c
CTIONS—BU
on and recon
mers in 2011-
e.
ing for 2011-
te for busine
ers, up from 0
disconnectio
owerdirect an
d 0.38 per 10
ded an increa
from 0.66 in 2
esses follow
reconnectio
ons increasin
r.
S COMPARATIVE
S AND RECONNE
hardship pro
esults seen in
industry and
customers' a
USINESS
nnection rate
-12. It also co
-12:
sses increas
0.57 in 2010
on rate (2.35
nd TRUener
00 customers
ased disconn
2010-11.
wed a trend s
ns remaining
ng to 0.31 fro
PERFORMANCE
ECTIONS
ogram receiv
n chapter 2 s
d community
access to fina
s in the sam
ompares the
sed remained
-11. Simply E
per 100 cus
gy reported l
s respectivel
nection rate
imilar to that
g stable at 0.
om 0.23 per
E 39
ve equitable
support this.
y groups
ancial
me name for
ese rates
d steady in
Energy
stomers, up
low
ly.
in 2011-12-
t for
.15 per 100
100
ESSENTIAL SEVICTORIA
TABLE 3.7
Retailer
AGL
Click Energy
Lumo Energ
Momentum
Origin Energ
Powerdirect
Red Energy
Simply Energ
TRUenergy
ELECTRICITOTAL
TABLE 3.8
Retailer
AGL
Lumo Energ
Origin Energ
Red Energy
Simply Energ
TRUenergy
GAS TOTAL
ERVICES COMMI
DISCONELECTRI2010-11 t
disco
y
y
gy
gy
ITY
DISCON2010-11 t
disco
y
gy
gy
L
SSION ENERREPO3 DI
NECTIONS AICITY to 2011-12
Total onnections
2011-12
763
8
233
92
386
52
60
244
233
2 071
NECTIONS Ato 2011-12
Total onnections
2011-12
212
49
34
7
41
80
423
RGY RETAILERSORT ISCONNECTIONS
AND RECONN
Disconneper 100 cu
2010-11
0.90
0.22
0.67
0.15
0.55
0.19
1.01
2.29
0.14
0.57
AND RECONN
Disconneper 100 cu
2010-11
0.75
2.91
0.60
0.15
2.59
0.27
0.66
S COMPARATIVE
S AND RECONNE
NECTIONS—
ections ustomers
2011-12
0.94
1.14
1.13
0.32
0.42
0.21
1.13
2.35
0.38
0.63
NECTIONS—
ections ustomers
2011-12
1.45
2.35
0.27
0.54
2.82
0.40
0.81
PERFORMANCE
ECTIONS
BUSINESS
Total reconnection
2011-
2
50
BUSINESS G
Total reconnection
2011-
16
E 40
ns Reco
per 100
12 2010-1
216 0.2
4 0.0
45 0.2
31 0.0
26 0.0
11 0.0
13 0.2
68 0.9
88 0.0
02 0.1
GAS
ns Reco
per 100
12 2010-1
73 0.2
17 0.7
25 0.1
1 0.1
12 1.1
35 0.1
63 0.2
onnections0 customers
11 2011-12
20 0.27
00 0.57
21 0.22
01 0.11
06 0.03
02 0.05
29 0.25
95 0.66
04 0.14
13 0.15
onnections0 customers
11 2011-12
25 0.50
70 0.82
19 0.20
15 0.08
10 0.82
15 0.18
23 0.31
s
2
7
7
2
1
3
5
5
6
4
5
s
2
0
2
0
8
2
8
1
ESSENTIAL SEVICTORIA
4 CA
WHAT
Call cen
retailers
in 2010-
operato
59 per c
levels se
Indepen
remaine
average
with pay
paymen
difficulty
Custom
4.7 com
doubling
issues,
Lumo E
2010-11
complai
The Com
complai
(Victoria
a high n
complai
by a reta
ERVICES COMMI
CALL AND C
T WE FOU
ntre results sug
s. The average
-11. The numb
r. However, th
cent of calls to
een in 2009-1
ndent research
ed stable in 20
e in many cust
yment difficulti
nt difficulty call
y calls (76 per
er complaints
mplaints per 10
g between 200
with Dodo Pow
nergy continu
1 results. Gas
nts, at 1.5 per
mmission com
nts recorded a
a) (EWOV). Ex
number of reta
nts investigate
ailer.
SSION ENERREPO4 CA
CENTCOMP
UND
ggest a gener
e wait time to
ber of abando
he proportion o
o an account li
0.
h shows the ov
011-12, on par
tomer service
ies declined s
ls (72 per cent
cent).
reported by th
00 customers f
09-10 and 201
wer & Gas rep
ed to report h
related comp
r 100 custome
mpared compla
against the ret
xamining both
ailer recorded
ed by EWOV
RGY RETAILERSORT ALL CENTRE PE
TRE PPLAIN
ral decline in t
speak to an o
oned calls was
of calls answe
ine in 2010-11
verall call cen
r with, or bette
areas. Retaile
lightly in 2011
t) was slightly
he electricity r
from 4.1 in 20
10-11. The ma
porting the hig
high complaint
laints were sig
ers, up from 1.
aints reported
tailer by the E
h data sets ide
complaints co
can be a faire
S COMPARATIVE
RFORMANCE AN
PERFONTS
he customer s
perator was 1
s 8 per cent of
ered within 30
1 to 64 per cen
ntre performan
er than, the na
ers’ handling o
-12; the best
y lower than th
retailers rose s
010-11. This fig
ajority of comp
ghest complain
numbers—alt
gnificantly less
.1 in 2010-11.
by retailers w
Energy and Wa
entifies system
ombined with a
er indicator of p
PERFORMANCE
ND COMPLAINTS
ORMA
service provide
07 seconds, u
calls forwarde
seconds rose
nt in 2011-12,
ce of the ener
ational energy
of calls from cu
practice mann
at of non-paym
slightly in 201
gure steadied
plaints related
nt rate per cus
though it impr
s than electric
with the numbe
ater Ombudsm
mic issues with
a high number
poor complain
Continued
E 41
S
ANCE
ed by energy
up from 1.1
ed to the
e from
returning to
rgy industry
sector
ustomers
ner for
ment
1-12, up to
after almost
to billing
stomer.
roved on
city
er of
man
h complaints;
r of
nt resolution
d next page
E
ESSENTIAL SEVICTORIA
WHAT
The num
12, dow
increase
resident
0.31 per
4.2 W
We assess
the compet
responsive
commissio
assess gen
manner an
centres res
We also mo
and the EW
individual r
marke
seekin
billing/
terms
transfe
a custo
retaile
other c
other t
service
and sa
ERVICES COMMI
T WE FOU
mber of compl
wn 8 per cent o
e in the previo
tial and busine
r 100 custome
WHY REPO
s retailers’ da
titive market
eness and eff
n independe
neral measur
d enquiry res
spond to cust
onitor the nu
WOV, to mea
retailers. Com
ting complai
ng to sign up
/credit compl
and methods
er complaints
omer transfe
r
complaints—
than a marke
e, privacy co
afety issues.
SSION ENERREPO4 CA
UND (CON
aints received
on 2010-11 to
ous year. EWO
ess customers
ers.
ORT THESE
ata for call ce
to provide in
ficiency. The
ent researche
res such as c
solution. Mor
tomers with
umber and ty
asure compla
mplaints data
nts—a comp
a customer
aints—a com
s, and debt r
s—a compla
erred to a ma
—a complaint
eting, billing o
onsiderations
RGY RETAILERSORT ALL CENTRE PE
NT)
d for full invest
10 301 comp
OV investigate
s in 2011-12, s
E INDICA
entre perform
nformation to
ese data are
ers to monito
call connecti
re specificall
payment diff
ypes of comp
aint trends ov
a are separat
plaint associa
for a market
mplaint abou
recovery pra
int associate
arket contrac
about the qu
or transfer co
s, failure to re
S COMPARATIVE
RFORMANCE AN
tigation by EW
laints, this foll
ed 0.29 electric
slightly lower t
ATORS?
mance and se
o customers a
reported by t
or the retailer
on time, gree
y, they asse
ficulties.
plaints record
ver time for b
ted into four
ated with a re
t contract
t overchargin
ctices
ed with the fin
ct with either
uality and tim
omplaint. Ex
espond to co
PERFORMANCE
ND COMPLAINTS
WOV decrease
ows a 56 per
city complaints
than the previo
ervice deliver
about busine
the retailers.
rs' call centre
eting quality,
ss how retail
ded by energ
both the indu
sections:
etailer's actio
ng, prices, pa
nancial respo
an existing o
meliness of re
amples inclu
omplaints, an
E 42
S
ed in 2011-
cent
s per 100
ous year at
ry trends in
ess
. We also
es to
, operator
ler call
gy retailers
ustry and
ons in
ayment
onsibility for
or a new
etail service
ude poor
nd health
ESSENTIAL SEVICTORIA
4.3 CA
This sectio
number of
calls forwa
operator w
Figure 4.1
calls to
2010-1
the pro
this ye
2010-1
FIGURE 4.1
Note: The Enenational data.
0
2500
5000
7500
Cal
ls t
o ac
coun
t lin
es (
000'
s)
ERVICES COMMI
ALL CENT
n reports on
calls to elect
rded to an op
ithin 30 seco
shows the fo
o the retailer
11
oportion of ca
ear, up by 4 p
11.
1 CALL CE2007-08 t
ergyAustralia co
2006-07
SSION ENERREPO4 CA
TRE PERFO
the performa
tricity and ga
perator, and
onds.
ollowing for 2
s fell by 1 pe
alls answere
per cent to 64
NTRE PERFOto 2011-12
omponent of TR
2007-08 20
Calls to retailers a
Calls to retailers a
Calls answered w
RGY RETAILERSORT ALL CENTRE PE
ORMANCE
ance of retai
as account lin
the proportio
2011-12:
er cent to 4.9
ed by an ope
4 per cent in
ORMANCE—E
RUenergy’s data
008-09 2009
account line not for
account line forwar
within 30 sec (%)
S COMPARATIVE
RFORMANCE AN
E
iler call centr
nes (phone li
on of these c
99 million, do
rator within 3
201-12, afte
ELECTRICITY
a is not included
9-10 2010-1
rwarded to an opera
rded to an operator
PERFORMANCE
ND COMPLAINTS
res, including
ines), the nu
calls answere
own from 5.05
30 seconds i
er a five year
Y AND GAS
d because it can
11 2011-12
ator
E 43
S
g the total
mber of
ed by an
5 million in
mproved
r low in
n only report
0
50
100
% o
f ca
lls a
nsw
ered
in 3
0 se
cond
s
ESSENTIAL SEVICTORIA
We also as
number of
and 4.2):
custom
remain
slightly
calls to
AGL a
second
in all s
the ave
second
increas
Origin
averag
averag
all othe
TRUen
percen
Red E
respon
the pre
state a
2011-1
Overall, the
by energy r
indicate en
was 71 sec
Similarly, th
seconds, c
ERVICES COMMI
ssessed the a
calls abando
mers who ab
ned steady in
y from 426 6
o retailer acc
and Origin En
ds, both resp
service areas
erage time c
ds longer tha
se)
Energy, Pow
ge call waitin
ge.
er retailers re
nergy (13 pe
ntage of aban
nergy improv
nding to 66 p
evious year;
average. Nei
12.
ese results s
retailers to th
nergy sectors
conds for the
he water sec
ompared to 6
SSION ENERREPO4 CA
average wait
oned while w
andoned the
n 2011-12; 42
64 customer
count lines, th
nergy answe
ponding belo
s from 2010 1
consumers sp
an the averag
werdirect and
g times, with
eported aver
er cent) and O
ndoned calls
ved its servic
per cent of ca
it also decre
ghbourhood
how a declin
heir custome
s performanc
e water secto
ctor reported
64 per cent f
RGY RETAILERSORT ALL CENTRE PE
t time to spe
waiting for an
eir call while w
22 801 custo
rs in 2010-11
he same as t
red the lowe
ow the state a
11.
pent waiting
ge wait in the
d TRUenergy
h TRUenergy
rage wait tim
Origin Energ
s to an opera
ce levels in 2
alls within 30
eased wait tim
Energy also
ne in the call
ers. Comparis
ce was poor.
or, 36 second
74 per cent
for the energ
S COMPARATIVE
RFORMANCE AN
ak with an o
operator to t
waiting for a
omers aband
1. This repres
the previous
est proportion
average. How
for an opera
e previous ye
y Energy rec
y more than
es below the
y (17 per cen
ator.
2011-12 acro
0 seconds, up
mes by 80 se
o improved its
centre custo
sons with the
. Wait time t
ds less than t
of calls were
gy sector.
PERFORMANCE
ND COMPLAINTS
perator, and
take a call (ta
n operator to
doned calls, d
sents 8.5 pe
year.
n of calls with
wever, AGL
ator was 107
ear (a 6 per c
corded the lo
double the s
e industry av
nt) reported t
oss all areas,
p from 44 pe
econds to be
s service lev
omer service
e Victorian w
to speak to a
the energy w
e answered w
E 44
S
the
ables 4.1
o respond
down
r cent of all
hin 30
improved
second—6
cent
ongest
state
verage.
the highest
,
er cent in
elow the
vels in
e provided
water sector
an operator
wait time.
within 30
ESSENTIAL SEVICTORIA
TABLE 4.1
Retailer
AGL
Australian Po
Click Energy
Country Ene
Diamond En
Dodo Power
Lumo Energ
Momentum
Neighbourho
Origin Energ
Powerdirect
Red Energy
Simply Energ
TRUenergyc
TOTAL
a Click Energyb Origin Energc The Energydata and it is
ERVICES COMMI
CALLS FOSECONDElectricity
ower & Gas
ya
ergyb
ergy
r & Gas
y
ood Energy
gy
gy
c
y cannot separa
gy acquired Co
yAustralia compogreater than on
SSION ENERREPO4 CA
ORWARDEDDS y and gas, 201
Calls toforwarde
2010-
1 142 5
421 7
17 7
87 1
9
17 7
750 4
40 0
117 1
947 0
44 9
415 5
322 2
721 7
5 047 16
ate National cal
untry Energy on
onent of TRUene per cent of all
RGY RETAILERSORT ALL CENTRE PE
D TO OPERAT
10-11 to 2011
o account lined to an oper
11 201
592 1 16
707 46
763 3
114
918
798 7
467 59
067 6
158 19
071 79
914 5
529 44
281 24
784 83
63 4 990
l data – data is
n 1 March 2011
nergy’s data is nl calls. — Not a
S COMPARATIVE
RFORMANCE AN
TOR, AND AN
-12
ne rator
Caoper
(%
11-12 2
68 305
66 690
33,029
—
3 065
76 563
90 745
67 985
97 638
98 102
58 963
47 905
47 545
33 918
0 453
included as it is
. Data are repo
not included as applicable.
PERFORMANCE
ND COMPLAINTS
NSWERED WI
alls forwarderator answer
30 secon% of calls to o
2010-11
36
74
86
79
100
91
78
46
49
56
70
42
74
69
59
s below 1 per ce
rted separately
it can only repo
E 45
S
ITHIN 30
ed to an red within
nds operator)
2011-12
56
77
82
—
100
94
71
65
66
54
64
66
84
58
64
ent of all calls.
for 2010-11.
ort national
ESSENTIAL SEVICTORIA
TABLE 4.2
Retailer
AGL
Australian Po
Click Energy
Country Ene
Diamond En
Dodo Power
Lumo Energ
Momentum
Neighbourho
Origin Energ
Powerdirect
Red Energy
Simply Energ
TRUenergyc
AVERAGE
a Click Energy
1 per cent of a
separately forit can only rep
ERVICES COMMI
CALL HA2010-11 t
ower & Gas
ya
ergyb
ergy
r & Gas
y
ood Energy
gy
gy
c
y cannot separa
all calls. b Orig
r 2010-11.c Theport national dat
SSION ENERREPO4 CA
ANDLING PERto 2011-12
Calls(% of ca
2010-
ate National cal
in Energy acqu
e EnergyAustralta and it is great
RGY RETAILERSORT ALL CENTRE PE
RFORMANCE
s Abandonedalls to Operat
11 201
9
4
2
2
1
2
5
5
14
15
5
13
3
5
8
l data—data are
ired Country En
ia component oter than one pe
S COMPARATIVE
RFORMANCE AN
E—ELECTRIC
tor)
A
11-12 2
5
2
1
—
0
1
7
11
8
17
8
5
3
13
8
e included beca
nergy on 1 Marc
of TRUenergy’s r cent of all calls
PERFORMANCE
ND COMPLAINTS
CITY AND GA
Average Wai(seconds
2010-11
152
41
17
21
30
13
31
30
123
160
83
137
50
67
101
ause they are be
ch 2011. Data ar
data is not inclus. — Not applic
E 46
S
AS
it Time s)
2011-12
90
22
15
—
0
4
48
67
88
144
146
57
57
242
107
elow
re reported
uded because cable.
ESSENTIAL SEVICTORIA
4.4 IN
Eleven Vict
shopper su
Benchmark
to hardship
companies
banking, in
available o
CALL CENT
The CSBA
the ave
second
second
This m
(table
system
Mome
(taking
althoug
sixty s
7 perc
with th
averag
Victori
manne
Best p
with 73
(74 pe
Gas (5
ERVICES COMMI
NDEPEND
torian energy
urveys in 201
king Australia
p issues. The
s in Australia,
surance and
n our websit
TRE SERVICE
data show t
erage time to
ds. This was
ds faster tha
measure is ca
4.2), becaus
m takes to pic
ntum Energy
g 57 seconds
gh it improve
even per cen
centage point
he retailers' re
ge for the en
an energy re
er (94 per ce
practice agen
3 per cent in
er cent). AGL
56 per cent) w
SSION ENERREPO4 CA
ENT CALL
y retailers pa
1-12 to mea
a (CSBA) ma
e results are
, and for sele
d telecommu
e (www.esc.
E
he following
o connect to
s 8 seconds q
n the 2011-1
alculated diffe
se the CSBA
ck up the cal
y was the fas
s), while Orig
ed from 2010
nt of calls we
ts from 60 pe
eported data
ergy sector.
etailers contin
nt, slightly ab
nt manner rem
2010-11). T
L (88 per cen
was the lowe
RGY RETAILERSORT ALL CENTRE PE
L CENTRE
articipated in
asure call cen
ade 1012 ca
compared w
ected compa
nication indu
.vic.gov.au).
for 2011-12:
an agent for
quicker than
12 national e
erently from
A researcher
ll.
stest answer
gin Energy w
0-11 (141 se
ere answered
er cent in 20
a (table 4.1) a
nued to gree
bove the nat
mained cons
This result alig
t) was the to
est performe
S COMPARATIVE
RFORMANCE AN
E MONITO
four quarter
ntre performa
lls to 11 reta
with results fo
anies represe
ustries. The c
:
r a Victorian
in 2010-11 (
energy sector
the results s
includes the
ring Victorian
was the slowe
conds).
d within 30 s
10-11. This p
and consiste
et their custo
tional energy
sistent at 74
gns with the
op performer,
r.
PERFORMANCE
ND COMPLAINTS
ORING
rly independe
ance. Custom
ilers; 574 ca
or all research
enting the air
complete rep
energy retai
(94 seconds)
r average (88
supplied by th
time the aut
n energy com
est (105 seco
econds, whic
proportion is
ent with the n
mers in a frie
y sector at 92
per cent (com
national ene
, while Dodo
E 47
S
ent mystery
mer Service
alls related
hed energy
rline,
port is
ler was 86
) and 2
8 seconds).
he retailers
tomated
mpany
onds),
ch was up
consistent
national
endly
2 per cent).
mpared
ergy sector
o Power &
ESSENTIAL SEVICTORIA
the en
79 per
perform
the be
retaile
slightly
(72 pe
(76 pe
4.5 CU
Electricity a
4.2 shows
100 custom
increased t
FIGURE 4.2
Note: The Enenational data.
0
1
2
3
4
5
Complaints per 100 customers
ERVICES COMMI
quiry handlin
r cent, and in
ming Victoria
st performer
rs' handling o
y in 2011-12
er cent) was s
er cent).
USTOMER
and gas com
complaints r
mers from 4.1
to 1.5 per 10
2 COMPLA2008-09 t
ergyAustralia co
2008‐09 2009‐
Billing
Elect
SSION ENERREPO4 CA
ng skills inde
n line with the
an retailer wa
r (87 per cent
of calls from
. The best pr
slightly lower
R COMPLA
mplaints both
reported by th
1 per 100 in 2
00 customers
AINTS—ELECto 2010-11
omponent of TR
‐10 2010‐11 20
Marketin
ricity
RGY RETAILERSORT ALL CENTRE PE
ex of the Vict
e national en
as Lumo Ene
t).
customers w
ractice mann
r than that of
AINTS
rose slightly
he electricity
2010-11. Co
s from 1.1 in
CTRICITY AN
RUenergy’s data
011‐12
ng Tran
S COMPARATIVE
RFORMANCE AN
orian energy
nergy sector
ergy (69 per
with paymen
ner for payme
f non-payme
y from the lev
y retailers inc
omplaints rep
2010-11.
ND GAS
a is not included
2008‐09 2009‐
sfers O
PERFORMANCE
ND COMPLAINTS
y retailers wa
result. The lo
cent), while A
t difficulties d
ent difficulty
nt difficulty c
vels in 2010-
creased, up t
ported by gas
d because it can
‐10 2010‐11 20
ther
Gas
E 48
S
as stable at
owest
AGL was
declined
calls
calls
11. Figure
to 4.7 per
s retailers
n only report
011‐12
ESSENTIAL SEVICTORIA
Tables 4.3
energy reta
12, compar
125 170-up
year. Over
Lumo Ener
50 per cent
Overall, the
the ma
followe
and tra
spike i
compla
Lumo
of the
improv
custom
Dodo P
custom
comme
expres
reporte
Mome
custom
marke
2011-1
the ma
compla
up the
gas co
11. Lu
of gas
ERVICES COMMI
and 4.4, and
ailer. The ove
red with 201
p 13 per cent
50 per cent
rgy, while for
t of all comp
e electricity a
ajority of elec
ed by other c
ansfer compl
in other com
aints better i
Energy repo
highest repo
ved its comp
mers from 17
Power & Gas
mers (41 per
ented it has
ssions of diss
ed.
ntum Energy
mers, up to 3
t presence in
12, up to 5.4
ajority of gas
aints (28 per
rest (7 per c
omplaints ros
mo Energy,
complaints b
SSION ENERREPO4 CA
d figures 4.3
erall number
0-11. Total e
t, stabilising
of electricity
r gas, AGL a
laints.
and gas data
ctricity compl
complaints (2
laints (the re
plaints in 20
n 2011-12.
orted 16 elect
orted this yea
laints allocat
7 in 2010-11.
s reported th
100 custom
a high stand
satisfaction a
y reported a
3.7 from 0.3 i
n 2011-12. A
complaints p
complaints
r cent). Mark
cent each).
se by 37 per
TRUenergy
by over 100
RGY RETAILERSORT ALL CENTRE PE
and 4.4 deta
r and rate of
electricity com
from the 105
complaints c
nd Origin En
a show the fo
laints related
26 per cent),
emaining 5 pe
10-11, which
tricity compla
ar, although i
tion, lowering
he highest pr
ers) in 2011-
dard of comp
as a complai
marked incre
n 2010-11, p
AGL also rep
per 100 cust
related to bil
eting compla
cent, followi
and Red En
per cent in 2
S COMPARATIVE
RFORMANCE AN
ail complaint
electricity co
mplaints incr
5 per cent inc
came from tw
nergy accoun
ollowing for 2
d to billing co
marketing c
er cent). This
h may reflect
aints for ever
it is down fro
g other comp
roportion of c
-12. Dodo Po
laint allocatio
nt, resulting
ease in comp
perhaps refle
orted a 36 pe
tomers.
ling (57 per
aints and tran
ng a 50 per c
ergy all incre
2011-12.
PERFORMANCE
ND COMPLAINTS
s performanc
omplaints ros
eased from 1
crease the pr
wo retailers—
nted for more
011-12:
omplaints (59
omplaints (1
s result rever
retailers allo
ry 100 custo
om 26 in 201
plaints to 4.5
complaints pe
ower & Gas
on and it reco
in higher num
plaints per 10
ecting the inc
er cent incre
cent), followe
nsfer compla
cent increase
eased the tot
E 49
S
ce for each
se in 2011-
111 047 to
revious
—AGL and
e than
9 per cent),
0 per cent)
rses a large
ocated
mers-one
1-12. It also
per 100
er 100
cords all
mbers
00
crease in
ease in
ed by other
aints made
e in 2010-
tal number
ESSENTIAL SEVICTORIA
The varied
complaints
Specificatio
and the Au
(available a
ensure the
With the tre
retailers' co
retailers su
allocation o
noted the in
especially f
the cost of
and smart
ERVICES COMMI
results seen
differently w
on (service p
stralian Stan
at www.stand
indicators h
end to higher
omments rec
uggested that
over the past
ncrease in so
for retailers s
living, increa
meters as co
SSION ENERREPO4 CA
n in this data
when they sh
performance)
ndard for Com
dards.org.au
ave clear an
r complaint n
ceived in Jan
t many of the
t two years, r
olar custome
specialising i
ased bill com
ontributing fa
RGY RETAILERSORT ALL CENTRE PE
is of concer
ould follow t
) for Victorian
mplaint Hand
u). We will co
d concise de
numbers con
nuary and No
em have focu
resulting in m
ers also cont
in solar insta
mplexity, conc
actors.
S COMPARATIVE
RFORMANCE AN
rn to us, the r
he definitions
n Energy reta
dling— AS-IS
onsult with re
efinitions.
ntinuing in 20
ovember 201
used on com
more recorde
ributed to co
allation. They
cerns about d
PERFORMANCE
ND COMPLAINTS
retailers seem
s in the Infor
ailers, Decem
SO-10002-20
tailers in ear
011-12, we lo
2 for explana
mplaint captur
ed complaints
omplaint num
y also cited in
door-to-door
E 50
S
m to define
rmation
mber 2008
006
rly 2013 to
ooked at
ations. The
re and
s. They
mbers,
ncreases in
r marketing
TABLE 4.3 COMPLAINTS, BY RETAILER—ELECTRICITY 2010-11 to 2011-12
Retailer Complaints billing Complaints transfers Complaints marketing Complaints other Complaints total
2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12
AGL 12 831 17 567 982 1 762 1 793 2 511 9 488 12 183 25 094 34 023
Australian Power & Gas 2 241 1 257 819 423 897 463 485 188 4 442 2331
Click Energy 103 93 8 9 11 15 106 77 228 194
Country Energya 159 — 16 — 3 — 32 — 210 —
Diamond Energy 0 19 0 7 0 0 0 6 0 32
Dodo Power & Gas 164 3 909 104 640 24 208 66 805 358 5 562
EnergyAustraliaa 597 — 186 — 667 — 104 — 1 554 —
Lumo Energy 13 111 18 750 898 1 347 1 539 2 720 33 235 8 676 48 783 31 493
Momentum 31 763 10 243 2 3 5 288 48 1 297
Neighbourhood Energy 565 416 325 205 1 773 2 666 454 572 3 117 3 859
Origin Energy 6 353 12 415 696 571 930 674 3 599 4 073 11 578 17 733
Powerdirect 280 355 25 21 39 39 567 147 911 562
Red Energy 1 810 3 485 198 415 636 960 512 1 802 3 156 6 662
Simply Energy 1 039 632 73 29 884 943 1 114 704 3 110 2 308
TRUenergy 6 227 13 823 319 1 092 251 1 435 1 661 2 764 8 458 19 114
ELECTRICITY TOTAL 45 511 73 484 4 659 6 764 9 449 12 637 51 428 32 285 111 047 125 170
a Origin Energy acquired Country Energy, and TRUenergy acquired EnergyAustralia on 1 March 2011. Data are reported together from 2011-12. — Not applicable
TABLE 4.4 COMPLAINTS, BY RETAILER—GAS 2010-11 to 2011-12
Retailer Complaints billing Complaints transfers Complaints marketing Complaints other Complaints total
2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12 2010-11 2011-12
AGL 4 335 4 430 433 602 308 326 3 853 2 766 8 929 8 124
Australian Power & Gas 0 156 0 74 0 10 0 38 0 278
Lumo Energy 857 2,301 74 267 25 298 889 1 018 1 845 3 884
Origin Energy 2 204 5 097 450 357 434 221 1 252 2 029 4 340 7 704
Red Energy 394 905 84 139 101 110 181 479 760 1 633
Simply Energy 532 397 78 21 770 610 892 503 2 272 1 531
TRUenergy 1 342 2 831 178 559 67 485 740 1 103 2 327 4 978
GAS TOTAL 9 664 16 117 1 297 2 019 1 705 2 060 7 807 7 936 20 473 28 132
ESSENTIAL SEVICTORIA
FIGURE 4.3
FIGURE 4.4
0
10
20
30
40Complaints per 100 customers
0
1
2
3
Complaints per 100 customers
ERVICES COMMI
3 COMPLA2011-12
4 COMPLA2011-12
Bi
SSION ENERREPO4 CA
AINTS TO RE
AINTS TO RE
Billing Tran
illing Tran
RGY RETAILERSORT ALL CENTRE PE
ETAILERS—E
ETAILERS—G
nsfers Mark
nsfers Mar
S COMPARATIVE
RFORMANCE AN
LECTRICITY
AS
keting Othe
rketing Ot
PERFORMANCE
ND COMPLAINTS
Y
er
ther
E 53
S
ESSENTIAL SEVICTORIA
ENERGY AN
Complaints
the system
complaints
investigatio
customer c
correlates w
Examining
number of
resolves co
number of
complaint r
Tables 4.5
EWOV
investi
a 56 p
energy
50 per
compla
over 2
compla
EWOV
busine
per 10
the mo
Energy
(0.57 p
other r
TRUen
Dodo P
where
100 cu
Dodo P
to EW
ERVICES COMMI
ND WATER O
s classificatio
to record th
data. This d
on by EWOV
complaints. W
with what the
both data se
reported com
omplaints eff
complaints in
resolution by
and 4.6 sho
V reported an
igated (down
er cent incre
y affordability
r cent in 2011
aints reporte
50 per cent.
aints decrea
V investigate
ess customer
00 customers
ost electricity
y at 0.45 per
per 100 custo
retailers with
nergy, both r
Power & Gas
as the retaile
ustomers (at
Power & Gas
OV.
SSION ENERREPO4 CA
OMBUDSMAN
on can vary w
e complaint
data reflects t
V and is a goo
We look at th
e retailers re
ets identifies
mplaints is no
fectively. A h
nvestigated b
y a retailer.
w:
n 8 per cent d
n to 10 301 c
ease from 20
y complaints
1-12, followin
ed for full inve
This was no
sed significa
d 0.29 electr
rs in 2011-12
s.
y complaints
r 100 custom
omers).
above avera
recording 0.3
s had 10 ele
er's own data
just over 40
s resolves co
RGY RETAILERSORT ALL CENTRE PE
N (VICTORIA
with the custo
in the first pl
the number o
od indication
e data for tre
ported in 20
systemic iss
ot always a b
igh number o
by EWOV ca
decrease in
compared wit
009-10 to 201
reported by
ng a large in
estigation by
ot reflected in
antly this yea
ricity compla
2, slightly low
per 100 cust
mers, althoug
age results w
33 per 100 cu
ctricity comp
a showed a h
per 100 cus
omplaints eff
S COMPARATIVE
RFORMANCE AN
A)
omer service
ace, so we a
of complaints
n of how well
end analysis
11-12 (tables
sues with com
bad thing, pa
of complaints
an be a fairer
the total num
th 11 203 in 2
10-11.
EWOV decr
crease in 20
y EWOV incre
n the retailers
r after a larg
ints per 100
wer than the
tomers was
h this was be
were Australi
ustomers.
plaints invest
high proportio
stomers). Thi
fectively befo
PERFORMANCE
ND COMPLAINTS
e team, the m
also examine
s received fo
retailers res
and to see if
s 4.3 and 4.4
mplaints—a
articularly if a
s combined w
r indicator of
mber of comp
2010-11). Th
reased by ov
10-11. Other
eased drama
s' data, wher
e increase in
residential a
previous yea
reported for
etter the prev
an Power &
igated in 201
on of compla
s may indica
ore they are e
E 54
S
manager or
e EWOV
or full
solve
f it
4).
high
a retailer
with a high
f poor
plaints
his follows
ver
r
atically,
re other
n 2010-11.
and
ar at 0.31
Simply
vious year
Gas and
11-12,
aints per
ate that
escalated
ESSENTIAL SEVICTORIA
Lumo
years,
highes
per cu
EWOV
increas
0.11 in
Simply
compla
ERVICES COMMI
Energy had
falling over
st in 2011-12
stomer fallin
V investigate
se of 472 fro
n 2010-11 to
y Energy and
aints per 100
SSION ENERREPO4 CA
fewer compl
50 per cent i
2. Click Energ
g to 0.19 fro
d 2609 gas a
om the previo
0.14 in 2011
d Australian P
0 customers
RGY RETAILERSORT ALL CENTRE PE
aints investig
in 2011-12, a
gy also impro
m 0.53 in 20
and dual fue
ous year. Co
1-12.
Power & Gas
(0.22 and 0.
S COMPARATIVE
RFORMANCE AN
gated at EW
although it w
oved, with th
010-11.
l complaints
mplaints per
s recorded th
21 respectiv
PERFORMANCE
ND COMPLAINTS
OV than in p
as still one o
e number of
in 2011-12,
r customer ro
he highest ra
vely).
E 55
S
previous
of the
f complaints
an
ose from
atio of
TABLE 4.5 COMPLAINTS RECEIVED FOR FULL INVESTIGATION BY EWOV 2010-11 to 2011-12
Affordability Other retail Total complaints
Retailer 2009-10 2010-11 2011-12 2009-10 2010-11 2011-12 2009-10 2010-11 2011-12
Electricity
AGL 1 562 1 514 540 345 205 691 1 907 1 719 1231
Aurora Energy 0 0 0 0 0 0 0 0 0
Australian Power & Gas 62 461 103 69 44 285 131 505 388
Click Energy 9 26 8 1 2 6 10 28 14
Country Energya 17 36 — 7 7 — 24 43 —
Diamond Energy — — 1 — — 0 — — 1
Dodo Power & Gas — 0 4 — 1 6 — 1 10
EnergyAustraliaa 10 105 — 26 15 — 36 120 —
Integral Energy 0 0 0 0 0 1 0 0 1
Lumo Energy 502 1 078 143 247 142 451 749 1 220 594
Momentum Energy 10 12 16 4 5 29 14 17 45
Neighbourhood Energy 54 72 23 34 14 83 88 86 106
Origin Energy 593 1 409 896 176 279 1539 769 1 688 1985
Powerdirect 64 86 35 19 39 41 83 115 76
Red Energy 110 232 98 34 31 151 144 263 249
Simply Energy 236 632 197 152 97 286 388 729 483
TRUenergy 504 1 125 1096 113 467 955 617 1 592 2051
Electricity total 3 736 6 788 3160 1 227 1 338 4524 4 963 8 126 7684
Continued next page
TABLE 4.5 CONTINUED Affordability Other retail Total complaints
Retailer 2009-10 2010-11 2011-12 2009-10 2010-11 2011-12 2009-10 2010-11 2011-12
Gas
AGL 753 708 342 173 60 239 926 768 581
Australian Power & Gas 25 239 76 49 14 140 74 253 216
EnergyAustraliaa 2 49 — 10 3 — 12 52 —
Lumo Energy 272 541 95 111 64 161 383 605 256
Origin Energy 224 444 299 56 34 380 280 478 679
Red Energy 33 76 44 12 6 33 45 82 77
Simply Energy 104 255 98 76 21 87 180 276 185
TRUenergy 184 475 295 53 56 320 237 531 612
Gas totals 1 597 2 787 1249 540 258 1360 2 137 3 045 2609
Dual fuel
AGL 0 0 0 0 0 0 0 0 0
Australian Power & Gas 0 0 0 1 0 0 1 0 0
Lumo Energy 42 30 3 23 0 2 65 30 5
Origin Energy 0 0 0 0 0 0 0 0 0
Red Energy 0 0 0 0 0 0 0 0 0
Simply Energy 0 0 0 1 0 0 1 0 0
TRUenergy 7 2 2 2 0 1 9 2 3
Dual fuel total 49 32 5 27 0 3 76 32 8
ENERGY TOTAL 5 382 9 607 4414 1 794 1596 5887 7 176 11 203 10301
a Origin Energy acquired Country Energy, and TRUenergy acquired EnergyAustralia on 1 March 2011. Data are reported together from 2011-12. — Not applicable.
Data source: EWOV.
ESSENTIAL SEVICTORIA
TABLE 4.6
Retailers
Electricity
AGL Sales
Aurora Energ
Australian Po
Click Energy
Country Ene
Diamond En
Dodo Power
EnergyAustr
Lumo Energ
Momentum
Neighbourho
Origin
Powerdirect
Red Energy
Simply Energ
TRUenergy
Total
Gas
AGL Sales
Australian Po
EnergyAustr
Lumo
Origin Energ
Red Energy
Simply Energ
TRUenergy
Total
Note: Dual fueTRUenergy aNot applicable
Data source:
ERVICES COMMI
COMPLAELECTRI2010-11 t
gy
ower & Gas
y
ergy
ergy
r & Gas
ralia
y
ood Energy
gy
ower & Gas
ralia
gy
gy
el complaints arcquired EnergyAe.
EWOV.
SSION ENERREPO4 CA
AINTS RECEIICITY AND Gto 2011-12
Total EWO
2010-1
1 71
50
2
4
—
12
1 22
1
8
1 68
11
26
72
1 59
8 12
76
25
5
60
47
8
27
53
2 13
re included in gaAustralia on 1 M
RGY RETAILERSORT ALL CENTRE PE
IVED FOR FUGAS
OV complain
1 2011
19 1
0
05
28
43
—
1
20
20
17
86
88 1
15
63
29
92 2
26 7
68
53
52
05
78
82
76
31
37 2
as figures. OrigMarch 2011. Da
S COMPARATIVE
RFORMANCE AN
ULL INVESTIG
nts EWO
1-12 2
1 231
0
388
14
—
1
10
—
594
45
106
1 985
76
249
483
2 051
7 684
581
216
—
261
679
77
185
615
2 617
in Energy acquiata are reported
PERFORMANCE
ND COMPLAINTS
GATION BY E
OV complaintcustomer
010-11
0.26
0.00
0.53
0.72
0.08
—
0.05
0.17
0.64
0.09
0.24
0.27
0.31
0.17
0.57
0.30
0.31
0.15
0.32
0.09
0.48
0.09
0.10
0.29
0.12
0.11
red Country Entogether from 2
E 58
S
EWOV,
ts per 100 rs
2011-12
0.19
0.00
0.33
0.19
—
0.18
0.07
—
0.31
0.13
0.15
0.31
0.19
0.15
0.45
0.33
0.29
0.11
0.21
—
0.20
0.16
0.08
0.22
0.12
0.14
nergy, and 2011-12. —
ESSENTIAL SEVICTORIA
APPEBY R
HARDSH
ERVICES COMMI
ENDIRETAI
HIP DATA
SSION ENERREPO AP
X A –ILER
A, BY RETA
RGY RETAILERSORT PPENDIX A
– HAR
AILER
S COMPARATIVE
RDSH
PERFORMANCE
HIP D
E 59
DATA
ESSENTIAL SEVICTORIA
TABLE A.1
Hardship pro
Hardship profor whom prsought by a
Hardship prowho are concardholders
Customers dretailer's harduring the p
Average debto a hardshi
Average debhardship pro
Average lengfor customerprogram
Participants program by the retailer
Hardship proexcluded forwith require
Disconnectiohardship prowithin 12 mo
Reconnectiohardship prowithin 12 mo
Energy field no cost to cu
Energy field partial cost t
Average coscustomers wcontribution
Appliances phardship pro
— Not applica
ERVICES COMMI
AGL AND
ogram particip
ogram participrogram accessthird party
ogram participncession
denied access rdship programperiod
bt of new entrp program
bt on exit fromogram
gth of participrs in a hardsh
exiting a hardagreement wi
ogram participr not complyinments
ons of previouogram participonths
ons of previousogram participonths
audits provideustomer
audits provideto customer
st contributed when partial
required
provided undeogram
able.
SSION ENERREPO AP
D AUSTRALIA
2009
pants 6
pants s was
pants 3
to a m
ants
m a
pation ip
dship ith
pants ng 1
s pants
s pants
ed at
ed at
by
r a
RGY RETAILERSORT PPENDIX A
AN POWER &AGL
9-10 2010-
305 4 7
90
501 2 8
971 1
458 6
426 7
501 5
791 4
423 1 0
90 2
12
632 5
0
0
187 5
S COMPARATIVE
& GAS L
-11 2011-1
763 3 37
44 1
896 2 43
140 3
623 46
706 66
587 58
452 21
091 42
286 34
87 19
563 65
0
0
510 57
PERFORMANCE
Aust
12 2009-10
73 24
15 0
31 9
34 0
66 1 107
61 1 100
87 429
19 0
29 1
46 0
99 0
55 7
0 0
0 0
74 0
E 60
tralian Powe
0 2010-11
4 156
0 1
9 39
0 0
7 731
0 0
9 83
0 0
1 0
0 0
0 0
7 6
0 0
0 0
0 0
er & Gas
2011-12
937
0
427
2
1 071
972
213
196
0
0
0
0
0
0
0
ESSENTIAL SEVICTORIA
TABLE A.2
Hardship pro
Hardship profor whom prsought by a
Hardship prowho are concardholders
Customers dretailer's harduring the p
Average debto a hardshi
Average debhardship pro
Average lengfor customerprogram
Participants program by the retailer
Hardship proexcluded forwith require
Disconnectiohardship prowithin 12 mo
Reconnectiohardship prowithin 12 mo
Energy field no cost to cu
Energy field partial cost t
Average coscustomers wcontribution
Appliances phardship pro
a 2011-12 is t
ERVICES COMMI
CLICK E
ogram particip
ogram participrogram accessthird party
ogram participncession
denied access rdship programperiod
bt of new entrp program
bt on exit fromogram
gth of participrs in a hardsh
exiting a hardagreement wi
ogram participr not complyinments
ons of previouogram participonths
ons of previousogram participonths
audits provideustomer
audits provideto customer
st contributed when partial
required
provided undeogram
the first year Do
SSION ENERREPO AP
NERGY AND
2009
pants
pants s was
pants
to a m
ants 1
m a 1
pation ip
dship ith
pants ng
s pants
s pants
ed at
ed at
by
r a
odo Power & Ga
RGY RETAILERSORT PPENDIX A
D DODO POW
Click En
9-10 2010-
36
1
3
0
091 1 1
881 1 3
272 1
1
5
3
2
0
0
0
0
as reported hard
S COMPARATIVE
WER & GAS
nergy
-11 2011-1
49 10
0
12 2
0
132 38
337 37
156 13
5 3
8 1
6 1
0
0
0
0
0
dship data. — N
PERFORMANCE
Do
12 2009-10
00
0
23
0
80
78
33
36
15
11
5
0
0
0
0
Not applicable.
E 61
odo Power &
0 2010-11
& Gasa
2011-12
16
0
2
0
705
1 575
82
4
0
0
0
0
0
0
0
ESSENTIAL SEVICTORIA
TABLE A.3
Hardship pro
Hardship profor whom prsought by a
Hardship prowho are concardholders
Customers dretailer's harduring the p
Average debto a hardshi
Average debhardship pro
Average lengfor customerprogram
Participants program by the retailer
Hardship proexcluded forwith require
Disconnectiohardship prowithin 12 mo
Reconnectiohardship prowithin 12 mo
Energy field no cost to cu
Energy field partial cost t
Average coscustomers wcontribution
Appliances phardship pro
a Lumo Energ— Not applica
ERVICES COMMI
LUMO EN
ogram particip
ogram participrogram accessthird party
ogram participncession
denied access rdship programperiod
bt of new entrp program
bt on exit fromogram
gth of participrs in a hardsh
exiting a hardagreement wi
ogram participr not complyinments
ons of previouogram participonths
ons of previousogram participonths
audits provideustomer
audits provideto customer
st contributed when partial
required
provided undeogram
gy data before 2able.
SSION ENERREPO AP
NERGY AND
2009
pants
pants s was
pants
to a m
ants
m a
pation ip
dship ith
pants ng
s pants
s pants
ed at
ed at
by
r a
2011-12 did not
RGY RETAILERSORT PPENDIX A
MOMENTUM
Lumo En
9-10 2010-
pass audit requ
S COMPARATIVE
M ENERGY
ergya
-11 2011-1
36
15
96
97
32
3
11
uirements and is
PERFORMANCE
Mo
12 2009-10
61 —
4 —
55 —
0 —
62 —
73 —
27 —
36 —
11 —
2 —
1 —
0 —
0 —
0 —
0 —
s not published
E 62
omentum En
0 2010-11
— 1
— 0
— 0
— 0
— 0
— 0
— 0
— 0
— 0
— 0
— 0
— 0
— 0
— 0
— 0
in this report.
nergy
2011-12
3
0
2
0
1 533
0
0
0
0
0
0
0
0
0
0
ESSENTIAL SEVICTORIA
TABLE A.4
Hardship pro
Hardship profor whom prsought by a
Hardship prowho are concardholders
Customers dretailer's harduring the p
Average debto a hardshi
Average debhardship pro
Average lengfor customerprogram
Participants program by the retailer
Hardship proexcluded forwith require
Disconnectiohardship prowithin 12 mo
Reconnectiohardship prowithin 12 mo
Energy field no cost to cu
Energy field partial cost t
Average coscustomers wcontribution
Appliances phardship pro
a Neighbourhavailable.
ERVICES COMMI
NEIGHB
ogram particip
ogram participrogram accessthird party
ogram participncession
denied access rdship programperiod
bt of new entrp program
bt on exit fromogram
gth of participrs in a hardsh
exiting a hardagreement wi
ogram participr not complyinments
ons of previouogram participonths
ons of previousogram participonths
audits provideustomer
audits provideto customer
st contributed when partial
required
provided undeogram
ood Energy cou
SSION ENERREPO AP
OURHOOD E
Ne
2009
pants
pants s was
pants
to a m
ants 1
m a
pation ip
dship ith
pants ng
s pants
s pants
ed at
ed at
by
r a
uld not supply a
RGY RETAILERSORT PPENDIX A
ENERGY AND
eighbourhoo
9-10 2010-
245 3
11
58
0
175 9
920 9
37 2
0
106 1
9
4
1
0
0
0
accurate and rel
S COMPARATIVE
D ORIGIN EN
od Energya
-11 2011-1
347
20
99
0
924
909
204
62
156
9
6
0
0
0
0
iable hardship d
PERFORMANCE
NERGY
12 2009-10
6 713
727
3 133
0
523
580
416
1 280
1 862
332
69
448
0
0
2
data for 2011-12
E 63
Origin Ener
0 2010-11
3 6 418
7 726
3 2 737
0 0
3 549
0 660
6 425
0 1 045
2 1 619
2 640
9 135
8 316
0 0
0 0
2 0
2. na Not
rgy
2011-12
6 334
780
2 846
0
567
105
549
707
833
180
31
261
0
0
6
ESSENTIAL SEVICTORIA
TABLE A.5
Hardship pro
Hardship profor whom prsought by a
Hardship prowho are concardholders
Customers dretailer's harduring the p
Average debto a hardshi
Average debhardship pro
Average lengfor customerprogram
Participants program by the retailer
Hardship proexcluded forwith require
Disconnectiohardship prowithin 12 mo
Reconnectiohardship prowithin 12 mo
Energy field no cost to cu
Energy field partial cost t
Average coscustomers wcontribution
Appliances phardship pro
ERVICES COMMI
POWERD
ogram particip
ogram participrogram accessthird party
ogram participncession
denied access rdship programperiod
bt of new entrp program
bt on exit fromogram
gth of participrs in a hardsh
exiting a hardagreement wi
ogram participr not complyinments
ons of previouogram participonths
ons of previousogram participonths
audits provideustomer
audits provideto customer
st contributed when partial
required
provided undeogram
SSION ENERREPO AP
DIRECT AND
2009
pants
pants s was
pants
to a m
ants 1
m a 1
pation ip
dship ith
pants ng
s pants
s pants
ed at
ed at
by
r a
RGY RETAILERSORT PPENDIX A
D RED ENERG
Powerd
9-10 2010-
88
10
24
0
423 2 3
958 3 1
256 3
10
13
0
0
1
0
0
0
S COMPARATIVE
GY
irect
-11 2011-1
43 3
1
18 1
2
307 2 31
100 2 88
305 31
1
22 1
0
0
3
0
0
0
PERFORMANCE
12 2009-10
31 804
0 41
10 220
0 0
19 627
83 546
16 284
7 211
13 235
0 37
0 18
0 3
0 0
0 0
0 0
E 64
Red Energ
0 2010-11
4 1 093
1 51
0 370
0 0
7 569
6 801
4 228
1 185
5 359
7 117
8 38
3 0
0 0
0 0
0 0
gy
2011-12
1 360
51
394
1
499
529
243
398
548
154
49
0
0
0
0
ESSENTIAL SEVICTORIA
TABLE A.6
Hardship pro
Hardship profor whom prsought by a
Hardship prowho are concardholders
Customers dretailer's harduring the p
Average debto a hardshi
Average debhardship pro
Average lengfor customerprogram
Participants program by the retailer
Hardship proexcluded forwith require
Disconnectiohardship prowithin 12 mo
Reconnectiohardship prowithin 12 mo
Energy field no cost to cu
Energy field partial cost t
Average coscustomers wcontribution
Appliances phardship pro
na Not availab
ERVICES COMMI
SIMPLY
ogram particip
ogram participrogram accessthird party
ogram participncession
denied access rdship programperiod
bt of new entrp program
bt on exit fromogram
gth of participrs in a hardsh
exiting a hardagreement wi
ogram participr not complyinments
ons of previouogram participonths
ons of previousogram participonths
audits provideustomer
audits provideto customer
st contributed when partial
required
provided undeogram
ble.
SSION ENERREPO AP
ENERGY AN
2009
pants 1
pants s was
pants
to a m
ants
m a
pation ip
dship ith
pants ng
s pants
s pants
ed at
ed at
by
r a
RGY RETAILERSORT PPENDIX A
ND TRUENER
Simply E
9-10 2010-
475 2 0
67
234 3
172 3
999 7
718 1 1
422 3
144 5
492 2
21
16
2
0
0
0
S COMPARATIVE
GY
nergy
-11 2011-1
000 2 28
89 10
380 33
341 35
742 92
140 98
336 35
562 78
232 75
41 11
16 6
78 6
0
0
0
PERFORMANCE
12 2009-10
86 7 319
00 895
37 3 087
52 0
20 604
88 1 046
52 189
85 1 328
53 1 227
11 150
60 81
62 79
0 0
0 0
0 2
E 65
TRUenerg
0 2010-11
9 4 247
5 363
7 1 765
0 0
4 569
6 676
9 392
8 1 562
7 1 033
0 59
1 40
9 0
0 0
0 0
2 3
y
2011-12
4 078
230
1 371
25
1 520
981
632
1 418
875
80
58
11
0
0
0
ESSENTIAL SEVICTORIA
ERVICES COMMISSION ENERREPO AP
RGY RETAILERSORT PPENDIX A
S COMPARATIVE PERFORMANCEE 66