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Trends
2007:
From July to December 2007, about 288,000 Victorians switched electricity retailer and about 185,000 Victorians switched natural gas retailer. In this period, EWOV received 1,436 transfer issues and 473 marketing issues. This equates to about one issue for every 250 customers that switch retailer.
2008:
From July to November 2008, about 266,000 Victorians switched electricity retailer and about 187,000 Victorians switched natural gas retailer. In this period, EWOV received 3,828 cases that were about marketing and transfer. This equates to about one case for every 118 customers that switch retailer, suggesting a higher number of problems and issues.
It’s important to note that, for all sorts of reasons, some customers don’t complain to EWOV or to their retailers — and transfer and marketing issues are often systemic in nature, affecting numbers of customers.
EWOV reporting
Marketing and transfer issues arising from EWOV cases are reported in Resolution newsletters and Annual Reports.
When a complaint raises potential code and legislation compliance issues, as well as working to resolve the individual complaint, we may also report the potential compliance issues to the retailer and regulators for their consideration — a Market Conduct Reporting Protocol (involving EWOV, the ESC, Consumer Affairs Victoria, and the Australian Competition and Consumer Commission) governs this reporting.
See Reports for a summary of the most our recent marketing and transfer issues report.
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