Complaints to Energy and Water Ombudsman rise as electricity market rules change
The friend of the consumer, SA’s Water and Energy Ombudsman, has had to deal with increasing complaints as the markets confuse and frustrate households.
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Changes to the electricity system dominated complaints to the state’s Energy and Water Ombudsman, according to the annual report.
In particular, consumers are frustrated by delays in electricity meter installations, some 18 months since retailers took over the role for new and replacement meters.
Ombudsman Sandy Canale described the ongoing issue as “frustrating”.
“Retailers have now had 18 months to get things right,” he said on release of the annual report yesterday.
“These issues cause real difficulties for consumers, particularly those looking to install solar systems or move into new homes or business locations.”
Complaints to the Ombudsman in 2018-19 totalled 10,719 – up 4 per cent from the previous year.
Four out of five complaint cases related to electricity matters, with the metering issue accounting for 1496 cases being brought to the Ombudsman.
It follows a decision by the Australian Energy Market Commission to introduce competition to installations in December 2017, ending a role by distributor SA Power Networks.
New regulations brought in by the commission on February 1 now require a meter for a new connection to be installed within six business days of the property being connected to the grid and 15 business days when upgrading to a solar compatible meter or smart meter.
Mr Canale said the changes had significantly reduced the number of complaints.
Ombudsman board chairman Peter Bicknell indicated metering issues were also improving with a group of retailers adopting a voluntary code of practice to set time limits and targets.
“The board is aware that the energy market is in the midst of significant transformation brought about by such factors as new technology, self-generation, changing consumer expectations and market choices,” Mr Bicknell said.
“In addition, there are new regulations and changing relationships between consumers, generators and suppliers which may present significant challenges to ombudsman schemes such as ours.”
The South Australian office was now working with other states and New Zealand to review the way they operated so they could provide the best service in the changing landscape, he said.
In the year, 10,964 cases were resolved — with 81 per cent fixed within 30 days.
Overall, billing was the biggest problem raised by consumers, with 4463 cases of consumers asking for the Ombudsman’s help.
This was followed by service provision, 2190 cases, and credit management, 1433 cases.
Mr Canale said in a varied marketplace cost still remains the most pressing issue.