Probe into missing bill aid for Victorian energy customers
Victorian energy customers are lodging hundreds of complaints each day about billing and other problems and concerns have been raised that households are being disconnected without any offer of assistance.
VIC News
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Energy and gas retailers who disconnect customers before offering help to pay bills are facing investigation.
Victoria’s energy regulator is concerned that more than half of customers cut off from January to June due to debts weren’t getting assistance they’re entitled to under new rules.
“We are following up on this data and will report further on this in the new year,” Essential Services Commission chairperson Kate Symons said.
The latest Victorian Energy Market Report also reveals:
ALMOST 111,500 combined electricity and gas customers falling behind on bills have received “tailored assistance” such as realistic repayment plans, extensions, and information to reduce costs;
DISGRUNTLED consumers made 119,160 complaints to retailers over the past financial year — more than 300 a day;
BILLING issues including overcharging or mistakes; marketing tactics; and customer transfers are among the biggest gripes;
RESIDENTIAL disconnections for not paying energy bills dropped to 36,729 in 2018-19. It was the lowest number in almost a decade, but still more than 700 a week;
MOST customers owe between $500 and $1500 when their supply is cut off.
More than 50 per cent of customers disconnected since January 1 had not got help to deal with their debt within the past six months.
“On face value, this appears to contradict the energy rules which requires all customers who owe more than $55 to be offered tailored assistance before they can be disconnected,” the report states.
Ms Symons noted that there were positive signs that more Victorians were getting support sooner when they struck trouble paying bills.
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For the first time, the regulator used powers to compel retailers to detail how much people were paying for electricity. Average annual household bills were $1284.
One in five customers on electricity plans with conditional discounts, such as pay on time, did not meet those requirements. This added an average $188 to annual bills.
The ESC said there were signs the energy market was getting easier to navigate, with retailers offering simpler deals with fewer conditions.
Just over one in four Victorian household and small business electricity customers switched providers during the year.