Webinar – Managing Energy Consumer Complaints

Webinar – Managing Energy Consumer Complaints

AU Energy Compliance, Consumer
This article provides the full transcript and slides from a recent webinar looking at the background and process for managing energy consumer complaints. Compliance Quarter clients looking to obtain further advice on this important topic should contact the team by clicking here. Agenda 1. Current Trends 2. The Standards 3. The Practice Reporting AER’s published reports provide intelligence on the market. Reports are found here: https://www.aer.gov.au/retail-markets/performance-reporting Another good source of information is each ombudsman scheme’s reports i.e. here https://www.ewon.com.au/page/publications-and-submissions/annual-reports Trends of complaints over time. Billing remains a significant issue. New categories of meter exchange. The reduced number of marketing complaints-will that rise? Expect to see embedded networks present their own issues. Regulatory Obligations NERR(1) A retailer must include, as a minimum requirement in relation to the terms and conditions of…
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