A customer is unhappy with aggressive and high pressure telemarketing (October 2017)

Getting connected and changing energy company
Case Number 2017/21347
Outcome Conciliation

The Issue

Ms W was distressed after a telephone marketing call from a salesperson representing an energy retailer. She said the salesperson aggressively pressured her into entering a contract for electricity and gas. She said she ‘wasn’t interested and was happy with her current retailer’. However, the salesperson continued to insist that she should change retailer. She contacted the retailer to complain, but her concerns were not properly addressed.

Ms W contacted EWOV and we raised an Assisted Referral. She recontacted EWOV because her retailer did not contact her as part of the Assisted Referral process and an Investigation was raised.

The Investigation

EWOV asked the retailer to investigate the conduct of its sales agent and listen to any available voice recording to determine the appropriate action.

EWOV referred the customer to the Australian Communications and Media Authority’s Do Not Call Register to list her phone numbers to opt out of receiving telemarketing calls.

The Outcome

The retailer apologised for the inappropriate behaviour of its sales agent. It reviewed the telephone recording and agreed that its sales agent acted aggressively, did not listen to the customer or respond to her assertions, and pressured her to enter a contract. The retailer’s sales agent put the salesperson on a six week training and coaching plan and explained that it would closely monitor all his future sales. The retailer confirmed that no contract was entered into as a result of the sales interaction.

The retailer added Ms W to its own ‘do not contact’ list to not receive any future marketing calls. She was also given a direct contact at the retailer should she have any further concerns.

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