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Hornery, Sonia to the
Minister for Planning, Minister for Housing, and Special Minister for State representing the Minister for Resources, Minister for Energy and Utilities, Minister for Arts, Vice-President of the Executive Council
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I am advised:
Customers in New South Wales have access to dispute resolution
through the NSW Energy and Water Ombudsman for matters such as incorrect
billing, aggressive marketing, as well as negotiating payment plans.
The Ombudsman has authority to investigate matters on behalf of customers
and resolve disputes.
In addition, the Government:
- Recently requested retailers to report on how they are assisting Government
energy rebate recipients to move to the best offer for their needs
- Requests all retailers to adopt the Australian Energy Regulator's
Sustainable Payment Plans Framework
- Has sought a new national rule requiring retailers to provide customers
with advance notice of any price changes
- Has recently banned retailers from charging fees for paying over the
counter, paper bills and exit fees for ending electricity and gas contracts
before their end-date, including any charges by the retailer to recover upfront
benefits for signing the original contract.
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