EOQ Update - In The Spotlight

Self-reads of electricity meters no longer available to SEQ residents
Prior to the commencement of full retail competition in Queensland's energy market, ENERGEX offered customers the opportunity to conduct 'self-reads' of their own electricity meters. ENERGEX aims to undertake residential and small business electricity meter reads every quarter. However, this is not always possible due to access issues such as a locked gate, a dog loose in the yard, and other obstructions. Previous legislation required ENERGEX to carry out at least one actual meter reading every twelve months. This means ENERGEX estimated electricity accounts when access to meters was not available and then reconciled 'over' or 'under' estimated accounts when the accurate meter reading was taken every twelve months. To avoid estimated accounts, many people made arrangements with ENERGEX to read the meter themselves in between actual ENERGEX readings.

However, since the commencement of competition in July 2007, the rules applying to meter reads have changed and customers can no longer undertake 'self-reads'. ENERGEX sold the retail side of its business to other companies (electricity retailers) who are now responsible for billing south-east Queenslanders for their electricity use. However, ENERGEX is still the company with the appropriate accreditation that is responsible for undertaking all SEQ meter reads. Because there are now many energy retail companies relying on the meter read information to bill their customers, ENERGEX has a duty to collect the information within tight timeframes. This is why stringent electricity meter reading estimation methods have been introduced for times when ENERGEX cannot obtain safe access to a property to perform a meter read. If customers do not want their electricity usage to be estimated, they have the options to either shift the meter box to the fence line at their own expense, or arrange for ENERGEX to attend their property within a particular timeframe of five hours to conduct a special meter read for a fee of around $27 per visit.

Ergon Energy to offer Centrepay direct
A lot of consumers contact us because they have problems paying their energy bill. We always advise those who are facing disconnection and cannot pay their bill to contact their energy supplier as soon as possible to try to establish a payment plan and avoid disconnection. If consumers wait until they've been disconnected to contact their supplier, they will probably have to pay a reconnection fee, an increased security deposit and the balance of their bill before reconnection.

One type of payment plan that is available to consumers is Centrepay. Centrepay allows Centrelink customers to nominate an amount that is automatically deducted from their pension or benefit payment into their energy account. By making these automatic payments every fortnight, consumers reduce the amount owing on their account when they receive their energy bill, making it easier to pay. Centrepay arrangements have traditionally been coordinated through Centrelink, but from late-October 2007, Ergon Energy customers will be able to call their energy supplier direct to try to set up a Centrepay arrangement. This will help cut out the run-around for consumers and hopefully reduce the demand on staff in assistance agencies and EOQ who assist consumers in setting up payment plans such as Centrepay. To find out more about Centrepay, visit www.centrelink.gov.au

Consumers who are not Centrelink customers can also establish direct debit arrangements through their bank or financial institution and may be able to set up a payment plan with their energy supplier using bpay or regular payments through agents such as the post office. By law, energy suppliers cannot refuse a payment plan unless the person has already failed two previous payment plan arrangements. Also, energy suppliers cannot disconnect someone for non-payment unless they have offered the customer the option of a payment plan. Consumers who do enter into a payment plan agree to pay a nominated amount regularly towards their bill. However, they should only agree to an amount that they can realistically afford because if they break the payment plan they could still be disconnected and required to pay a reconnection fee, an increased security deposit and the balance of their bill before reconnection.

The importance of hardship policies and provisions
Issues like the current spate of equine flu and the long-term drought highlight the importance for big business to remember the social responsibility that comes with providing essential services such as electricity and gas. Energy Ombudsman Barry Adams reminds energy retailers to recognise the impact that major unforseen events have on their customer's hip-pocket. Read more...

Telemarketing and door-to-door sale issues
The introduction of competition in Queensland's energy market has bought a range of market misconduct related issues. While the majority of energy marketers are doing the right thing and abiding by the new marketing code of conduct, there are a few unscrupulous door-to-door and telemarketers in the marketplace.

EOQ officers received a number of calls about electricity marketers who were posing as ENERGEX employees to mislead householders into believing that the company was going out of business and that their power supply would be disconnected if they didn't sign up with a new retailer. Read more...

We have also received many complaints from seniors who were concerned about the conduct of energy marketers who contacted them. The majority of seniors are at home during business hours making them one of the biggest targets for all types of door-to-door and telemarketers. Energy Ombudsman, Barry Adams, reminds older people about their rights as energy consumers in Queensland's new competitive energy market. Read more...