What is an energy or water systemic issue?
A systemic issue is a problem which a person has with an energy or water entity which affects, or has the potential to affect, more than one customer.
Some examples of a systemic issue include:
- a resident is misled by a door-to-door marketer who has been working in the person’s neighbourhood. It is likely that a number of other people have also been misled by the same marketer
- a customer identifies a billing error which may be common to many or all of the entity’s bills
- customers experience delays in the installation of solar panels due to high demand or other causes.
What is the cause of systemic issues?
The issue may be caused by, but is not limited to, one or more of the following:
- human error
- inadequate planning
- the absence of robust audit/verification processes
- the absence of, or poor, policies and procedures
- a failure to adhere to policies and procedures
- inadequate billing systems
- inadequate IT systems
- poor training
- unclear/inadequate regulatory guidelines
- systems and/or workforce changes
- unexpected demands placed on the entity such as natural disasters, legislative change.
How are energy and water systemic issues identified?
Potential systemic issues are identified in a number of ways.
Firstly, through our frontline investigative staff who are tasked with monitoring customer complaints for potential systemic issues and identifying the complaint on Resolve, our case management system.
Secondly, investigators attached to the Policy and Research Team (PRT) are tasked with reviewing the complaints identified by investigators and taking any necessary action. Our PRT also liaises closely with investigators to monitor trends in complaints.
Thirdly, we are able to stay abreast of current and emerging systemic issues through our collaborative relationships with the water and energy entities, government agencies, and our Ombudsman colleagues in other jurisdictions.
What does EWOQ do to resolve a systemic issue?
It is important to note that EWOQ does not have any enforcement or prosecution powers.
However, when a systemic issue is identified, EWOQ immediately advises the entity concerned. We will then work with the entity to resolve the issue by providing detailed information about the customers concerned and the nature of the issue, and advice as to how we would like to see the issue resolved, including steps to be taken to avoid a recurrence of the problem.
In addition, EWOQ may advise one or more of the following agencies about any systemic issues that might be a breach of legislation, industry code or license:
What can result from consideration of systemic issues?
According to the Australian Standard on Complaints handling (AS4269 – 1995, External website) aggregated data highlighting systemic issues can be used to:
- redesign products and services
- change organisational practices and procedures
- retrain staff on product and service delivery
- re-assess consumer information needs, e.g. labeling
- assess the performance of after-sales service
- give early warning about potential product and service defects.