COMPARATIVE PERF ORMANCE REPO CUSTOMER SERVIC E · er 100 custo as related r 100 custo ints reported ailer by the E data sets ide r recorded c by EWOV ca onversely, h EWOV comp here

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


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


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


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


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


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


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.


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


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.


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


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).


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


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.


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


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


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


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


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


TABLE 1.3

Retailer

AGL Sales

Aurora Ener

Australian P

Lumo

Origin Energ

Red Energy

Simply Ener

TRUenergy

All retailers

Note: Markecustomers are

Table 1.3 s

market sha

Overall, ga

overestima

issues:

they in

separa

they in

These issu

Overall, Or

Detailed inf

comparativ

ERVICES COMMI

3 AVERAG2011-12

rgy

Power & Gas

gy

rgy

s

t share change e reported as TR

shows TRUe

are increase

as customer n

ated custome

ncluded servi

ate customer

ncluded inact

es were rect

rigin Energy's

formation on

ve performan

SSION ENERREPO1 AB

GE CUSTOM

Residen

492

101

127

423

94

82

495

1 817

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umber of cus

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ment with th

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e retailer.

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who were pre

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asing and ove

t retailers are

teristics early

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PERFORMANCE

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ased in 2011

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participated i

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hardship pro

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crease in

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overall

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did not

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in 2011-12

in the

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in 2010-11;

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programs,

ous years.

ship

ers with

o reflect

stay

e payment

ce to help


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these indic

averages. A

TABLE 2.1

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ERVICES COMMI

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FIGURE 2.1

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400

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ensure this

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ERVICES COMMI

er (AGL) prov

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ht globes or

SSION ENERREPO2 FI

vided 574 rep

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ppliances or

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r 2009-10. F

not small ene

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equipment f

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uture reports

ergy saving d

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for

inly

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devices


TABLE 2.2

Retailer

AGL

Australian Power & Gas

Click Energy

Country Ene

Dodo PowerGas

EnergyAustr

Lumo Energ

Momentum

NeighbourhoEnergy

Origin

Powerdirect

Red Energy

Simply Energ

TRUenergy

TOTAL

Note: Lumo exclusion. Ne

from the summnumber. — No

2.3 VI

The Victori

essential se

energy con

customers

outlines the

ERVICES COMMI

ENERGYElectricity

2009-

6

s

y

ergy

r &

ralia

y

ood

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gy

1 1

Energy is not inighbourhood En

mary table. a Tot applicable.

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an Governm

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gain access

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Energy Field

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7

0

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1

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1

3

2 7

79

175 97

ncluded for 2009nergy could not

This number incl

N GOVERN

ment operates

ow income in

d the Utility R

to the progr

financial ass


ITS AND REP09-10 to 2011

d Audits

11 2011-1

63 58

6

0

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0 1

76 91

9-10 and 2010-1provide accura

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ndividuals an

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1 2

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11. Historical daate 2011-12 hard

es, which were

INANCIA

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ata are updated dship data and a

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to reflect this are excluded

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TANCE

ty of

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ust help

ection


CONCESSIO

Table 2.3 s

2008-09 to

low income

2011-12. A

annual gas

$900 000 a

2009-10 af

The large i

energy con

March to N

This chang

2011-12. T

demand fo

concession

TABLE 2.3

Concession

Off-peak con

Service to prconcession (

Annual ener(electricity)

Annual ener

TOTAL

a Adjustmentsthe winter ene

Data source:

ERVICES COMMI

ONS

shows the tot

2011-12, as

e customers

Annual energ

s concession

and the servi

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ncrease in co

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The balance o

r concession

ns are applie

TOTAL EElectricity

n

ncession (elec

roperty charge(electricity)

gy concession

gy concession

s to previous finergy concession

DHS

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tal governme

s reported by

increased sig

y concession

s fell by $5.1

ce to propert

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ch year, bec

costs by $22

of the increas

ns and signifi

d.

EXPENDITURy and gas, 200

2

tricity)

e

n

n (gas)

nancial years forn from 1 March 2


ent expenditu

y DHS. Expe

gnificantly in

ns for electric

1 million. The

rty charge co

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RE ON CONCE08-09 to 2011

2008-09$m

5.9

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r electricity supp2011 (now the a

S COMPARATIVE

TANCE

ure on energ

nditure on en

n 2010-11 an

city rose by $

e off-peak co

oncession ros

reflects, in p

oncession, w

ual concessi

2010-11 and

ng reflects o

ses in the pric

ESSIONS -12

2009-10$m

7.5

5.8

55.5

44.7

113.5

pliers are includannual energy c

PERFORMANCE

gy concessio

nergy conces

d continued

$44.7 million

oncession ros

se to levels s

art, a change

which was ava

ion on 1 Mar

almost $40 m

ngoing incre

ces to which

2010-11$m

7.6

3.5

90.7b

59.3b

161.1

ed. b Includes econcession).

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ns for

ssions for

to do so in

n, while

se by

seen in

e to the

ailable from

rch 2011.

million in

eases in the

2011-12 $m

8.5

5.6

135.4

54.2

203.7

extension to


UTILITY RE

The Utility

customers

disconnect

to the custo

send the co

Tables 2.4

the nu

The to

averag

89 per

similar

of gran

$400,

were a

of 37 0

custom

approv

Overall this

approved b

the forms b

retailers pro

forms them

get assista

ERVICES COMMI

ELIEF GRAN

Relief Grant

experiencing

ion. Energy

omer and by

ompleted ap

and 2.5 sho

mber of elec

otal value of g

ge grant was

r cent of appl

rly, the numb

nts for gas cu

up slightly fr

approved.

009 electricity

mers (60 per

val—a decre

s data shows

by DHS. Wha

by the retaile

oviding form

mselves may

nce cannot l

SSION ENERREPO2 FI

T SCHEME

Scheme pro

g difficulties

retailers initia

supplying th

plication to D

w scheme de

ctricity grants

grants for ele

s $434, simila

lications wer

ber of approv

ustomers wa

om $395 in 2

y and gas ap

cent) subseq

ase of 4 per

s that once th

at is interesti

r actually lod

s when they

be difficult to

odge them fo


ovides financ

paying their

ate the proce

heir billing inf

DHS, which t

etails for 201

s approved b

ectricity custo

ar to 2010-11

re approved.

ved gas gran

as $3 million

2010-11. Ov

pplications in

quently subm

cent from th

he applicatio

ng is that on

dge them wit

are not app

o complete a

or assessme

S COMPARATIVE

TANCE

cial assistanc

utility bill and

ess by sendi

formation to

then assesse

11-12:

by DHS rema

omers was $

1 figure of $4

ts remained

in 2011-12. T

erall, 88 per

nitiated by ret

mitted their a

he proportion

n is lodged 8

nly 60 per ce

h DHS. This

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


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


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


TABLE 2.5

Retailer

AGL


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


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


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.


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


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


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


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


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


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


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


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.


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


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


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


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


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


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


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


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



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


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.


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.


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


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


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


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


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


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


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.


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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.


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


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 &


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


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


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


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


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


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


FIGURE 4.3

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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


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


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.


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

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ower & Gas

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ergy

r & Gas

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ower & Gas

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SSION ENERREPO4 CA

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re included in gaAustralia on 1 M


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as figures. OrigMarch 2011. Da

S COMPARATIVE

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in Energy acquiata are reported

PERFORMANCE

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nergy, and 2011-12. —


APPEBY R

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X A –ILER

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AILER

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E 59

DATA


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

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Reconnectiohardship prowithin 12 mo

Energy field no cost to cu

Energy field partial cost t

Average coscustomers wcontribution

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— Not applica

ERVICES COMMI

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ogram particip

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bt on exit fromogram

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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


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

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er & Gas

2011-12

937

0

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2

1 071

972

213

196

0

0

0

0

0

0

0


TABLE A.2

Hardship pro















a 2011-12 is t

ERVICES COMMI

CLICK E

ogram particip














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

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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

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0

0

0

dship data. — N

PERFORMANCE

Do

12 2009-10

00

0

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0

80

78

33

36

15

11

5

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0

0

0

Not applicable.

E 61

odo Power &

0 2010-11

& Gasa

2011-12

16

0

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0

705

1 575

82

4

0

0

0

0

0

0

0


TABLE A.3

Hardship pro















a Lumo Energ— Not applica

ERVICES COMMI

LUMO EN

ogram particip














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


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

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— 0

— 0

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— 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


TABLE A.4

Hardship pro















a Neighbourhavailable.

ERVICES COMMI

NEIGHB

ogram particip














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


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


TABLE A.5

Hardship pro















ERVICES COMMI

POWERD

ogram particip














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


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


TABLE A.6

Hardship pro















na Not availab

ERVICES COMMI

SIMPLY

ogram particip














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


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


ERVICES COMMISSION ENERREPO AP


S COMPARATIVE PERFORMANCEE 66

Documents

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