|
Ombudsman’s message
by Clare Petre, Energy & Water Ombudsman NSW
Launch of PIAC’s report on disconnection
 On 30 January 2009 I was pleased to be part of the launch of the Public Interest Advocacy Centre’s final report for the project Cut Off II: The Experience of Utility Disconnections.
EWON supports the recommendations of this report, in particular, that retailers:
- work with key stakeholders to improve their processes for developing affordable payment plans that meet the needs of customers
- provide comprehensive training to appropriate staff on identifying and understanding hardship, and cross cultural communication.
A copy of the report is available for download from www.piac.asn.au
Gas Supply Act amended
On 12 May 2009 the Gas Supply Amendment (Ombudsman Scheme) Bill 2009 was passed by the NSW Parliament.
To date it has not been mandatory for natural gas distributors (reticulators) to become members of EWON, though notably Jemena and Country Energy gas networks have both joined our scheme voluntarily.
This amendment means it is a condition of licence that natural gas networks supplying small energy customers will be required to join EWON. In turn, this gives EWON jurisdiction to resolve complaints where households and small businesses are affected by the actions of a gas distributor.
We have received complaints about gas distributors over the years, including problems with new gas connections, and repairs or maintenance to gas pipes on a customer’s property. In the past we relied on the goodwill and co-operation of the gas retailers to address such complaints. This amendment will enable EWON to resolve issues more effectively.
Change to EWON’s Constitution
A proposed change to EWON’s Constitution was approved in May 2009 by members of the Scheme. The change allows for a broader range of water suppliers to join EWON.
New members
EWON welcomes three new members to the scheme:
|
