From July to September 2021, we closed nine energy systemic issues and one water systemic issue identified through our case handling.
Concession issue in housing complex
At one of our outreach events, we identified a systemic issue related to a public housing complex. The complex had an incorrect postcode recorded on the National Electricity Market (NEM) retail system, Market Settlement and Transfer Solutions (MSATS), which resulted in customers not being able to validate their concession. The network rectified the issue for customers who complained. We informed the network of the systemic issue and it corrected the inaccurate information recorded on MSATS for all affected properties. SI/2021/32
Discrepancy in index reads
Through our casework, we identified a discrepancy between meter reads and usage registered with one retailer, specifically the index reads included in customer bills. The retailer advised us that on all customer bills the date range selected for the index meter read did not match the actual billing period, adding approximately one additional day, and could affect in excess of 40,000 customers. The retailer initially accepted that there was an issue but subsequently changed its view, noting it did not rely on index reads to calculate customer bills. It did not accept that there was a regulatory breach and did not offer a solution. We referred the matter to the Essential Services Commission (ESC) as a potential compliance breach. SI/2021/1
Price structure mismatch
We identified an increase in complaints related to one retailer’s new customers. The retailer confirmed a price structure mismatch between the billing system and the invoicing system, resulting in new customers not being issued their first invoice. After we informed the retailer, it corrected the issue and invoiced all affected customers. All EWOV complaints related to the issue have been resolved and we have referred the matter to the ESC as a potential compliance breach. SI/2020/48
Missing information on payment assistance letters
As part of our casework, we found that an electricity retailer’s payment assistance letters did not have a commencement date or amount and frequency of instalments. The retailer stopped using the letters after we notified them and we noted that any applicable compensation was best dealt with on a case-by-case basis given the time passed and subsequent changes to the regulatory obligations. We notified the ESC through regular reporting. SI/2018/49
Another discrepancy in index reads
We identified another retailer that had a discrepancy between meter reads and usage registered, reflected in the index reads included in customer bills. The retailer suggested that this may have occurred when it received data files prior to midnight from a particular energy network. The retailer advised that it was in the process of developing and implementing a new bill platform that would resolve the issue and that its bills included a ‘guide note’ accompanying the index reads. While we were satisfied that the issue has been resolved, we referred the matter to the ESC as a potential compliance breach. SI/2021/46
Postcard leads to potential privacy breach
We identified a potential privacy breach, following the use of an open-faced postcard threatening disconnection to a ‘dear occupier’ account. The retailer noted that the method was used to obtain the unknown customer’s attention and prompt action, and that it does not consider the matter a privacy breach. Given the unique circumstances of a potential privacy breach, we didn’t consider the issues systemic. However, we will include the matter in our regular reporting to the Office of the Australian Information Commissioner (OAIC). SI/2020/46
Credit card payments processed twice
We identified, via case handling, that a retailer had processed credit card payments twice for some customers. The retailer advised that the issue lies with a third party it used to send automated communications like SMS and email, with embedded capability regarding payments. It found a total of 394 instances where credit card payments had been processed twice. The issue was resolved via a credit note to customers and a lesser amount payable. All other customers were notified of the issue, awarded a credit and advised they could contact the retailer should they want a refund. We were satisfied with the proposed resolution. SI/2021/37
Disconnections during pandemic
A retailer pursued a disconnection using a bill issued in September 2020, against the written advice from the ESC, which said that retailers should use bills issued after 1 November 2020. The retailer implemented a series of changes including ceasing disconnections based on invoices issued prior to 1 November, and changing the COVID-19 assistance information provided to customers. We were satisfied with the action taken and notified the ESC for its consideration. SI/2021/43
Privacy measure and concessions
After the Department of Families, Fairness and Housing (DFFH) introduced a privacy measure to people who have experienced family violence, hiding their postcode from systems accessing customer information, the three-monthly electronic validation of concessions was impacted. A retailer was then asking customers to obtain a written form every three months in order to maintain a valid concession card status and would not offer an extension on the frequency. The retailer agreed that, where a customer advises that they are unable to complete the quarterly form, the retailer would approach DFFH and ask for a greater frequency. SI/2020/43
Less communication before debt collection
We received several complaints between May and June 2021 about a water corporation and third-party debt collection. Across the cases, customers had not received final bills or payment reminders following closure of their accounts and were then contacted by third-party lawyers requesting payments, often for amounts less than $150. The water corporation advised that, due to COVID-19, it paused issuing bill reminder notices and other billing collection activities. It confirmed that it had referred to a third party debt collector when customers were no longer receiving invoices, finalised account holders and customers with outstanding amounts of more than two bills. The water corporation has ceased this practice, resumed normal communication and no longer refers debt to a third party. SI/2021/48
