A win for life-support customers
Enabling easier retailer choice for customers using life-support equipment is one example of how we Listen, Engage and Act.
EWON submitted a request to the Australian Energy Market Commission (AEMC) to simplify the process for customers using life-support equipment who want to shop around for better energy deals. The change to the National Energy Retail Rules means that life-support customers can re-use the medical documents required when switching retailers for up to four years, and retailers are required to return these documents upon request.
Previously, every time life-support customers moved house or changed retailer, they had to get a new medical certificate from a doctor. Through outreach activities, we learnt this made it difficult for customers to change providers.
This is the first rule change request from an energy Ombudsman scheme, and it highlights how our direct engagement with customers can produce substantial policy change.
Listen
During one of EWON’s community engagement events with a disability support group in Blacktown, organised by the Physical Disabilities Council of NSW, our staff heard customer concerns about switching retailers. The group explained how stressful and expensive it was – involving doctor appointments, special transport and duplication of past completed paperwork. These obstacles deterred them from shopping around for the best energy contract, so unless they were moving house, it was easier to stay with the same retailer.
Engage
Our community engagement staff relayed this information to our Ombudsman and Policy Team who explored options to address the inequity.
Act
In June 2020, EWON submitted a request to change the relevant National Energy Rule. After energy sector-wide consultation in 2020, in February 2021, the AEMC announced the change to the Rule would take effect from 1 August 2021.
Back to the EWON Annual Report 2020/2021 interactive dashboard and highlights.
A win for life-support customers
Enabling easier retailer choice for customers using life-support equipment is one example of how we Listen, Engage and Act.
EWON submitted a request to the Australian Energy Market Commission (AEMC) to simplify the process for customers using life-support equipment who want to shop around for better energy deals. The change to the National Energy Retail Rules means that life-support customers can re-use the medical documents required when switching retailers for up to four years, and retailers are required to return these documents upon request.
Previously, every time life-support customers moved house or changed retailer, they had to get a new medical certificate from a doctor. Through outreach activities, we learnt this made it difficult for customers to change providers.
This is the first rule change request from an energy Ombudsman scheme, and it highlights how our direct engagement with customers can produce substantial policy change.
Listen
During one of EWON’s community engagement events with a disability support group in Blacktown, organised by the Physical Disabilities Council of NSW, our staff heard customer concerns about switching retailers. The group explained how stressful and expensive it was – involving doctor appointments, special transport and duplication of past completed paperwork. These obstacles deterred them from shopping around for the best energy contract, so unless they were moving house, it was easier to stay with the same retailer.
Engage
Our community engagement staff relayed this information to our Ombudsman and Policy Team who explored options to address the inequity.
Act
In June 2020, EWON submitted a request to change the relevant National Energy Rule. After energy sector-wide consultation in 2020, in February 2021, the AEMC announced the change to the Rule would take effect from 1 August 2021.
Back to the EWON Annual Report 2020/2021 interactive dashboard and highlights.
A win for life-support customers
Enabling easier retailer choice for customers using life-support equipment is one example of how we Listen, Engage and Act.
EWON submitted a request to the Australian Energy Market Commission (AEMC) to simplify the process for customers using life-support equipment who want to shop around for better energy deals. The change to the National Energy Retail Rules means that life-support customers can re-use the medical documents required when switching retailers for up to four years, and retailers are required to return these documents upon request.
Previously, every time life-support customers moved house or changed retailer, they had to get a new medical certificate from a doctor. Through outreach activities, we learnt this made it difficult for customers to change providers.
This is the first rule change request from an energy Ombudsman scheme, and it highlights how our direct engagement with customers can produce substantial policy change.
Listen
During one of EWON’s community engagement events with a disability support group in Blacktown, organised by the Physical Disabilities Council of NSW, our staff heard customer concerns about switching retailers. The group explained how stressful and expensive it was – involving doctor appointments, special transport and duplication of past completed paperwork. These obstacles deterred them from shopping around for the best energy contract, so unless they were moving house, it was easier to stay with the same retailer.
Engage
Our community engagement staff relayed this information to our Ombudsman and Policy Team who explored options to address the inequity.
Act
In June 2020, EWON submitted a request to change the relevant National Energy Rule. After energy sector-wide consultation in 2020, in February 2021, the AEMC announced the change to the Rule would take effect from 1 August 2021.
Back to the EWON Annual Report 2020/2021 interactive dashboard and highlights.
A win for life-support customers
Enabling easier retailer choice for customers using life-support equipment is one example of how we Listen, Engage and Act.
EWON submitted a request to the Australian Energy Market Commission (AEMC) to simplify the process for customers using life-support equipment who want to shop around for better energy deals. The change to the National Energy Retail Rules means that life-support customers can re-use the medical documents required when switching retailers for up to four years, and retailers are required to return these documents upon request.
Previously, every time life-support customers moved house or changed retailer, they had to get a new medical certificate from a doctor. Through outreach activities, we learnt this made it difficult for customers to change providers.
This is the first rule change request from an energy Ombudsman scheme, and it highlights how our direct engagement with customers can produce substantial policy change.
Listen
During one of EWON’s community engagement events with a disability support group in Blacktown, organised by the Physical Disabilities Council of NSW, our staff heard customer concerns about switching retailers. The group explained how stressful and expensive it was – involving doctor appointments, special transport and duplication of past completed paperwork. These obstacles deterred them from shopping around for the best energy contract, so unless they were moving house, it was easier to stay with the same retailer.
Engage
Our community engagement staff relayed this information to our Ombudsman and Policy Team who explored options to address the inequity.
Act
In June 2020, EWON submitted a request to change the relevant National Energy Rule. After energy sector-wide consultation in 2020, in February 2021, the AEMC announced the change to the Rule would take effect from 1 August 2021.
Back to the EWON Annual Report 2020/2021 interactive dashboard and highlights.
A win for life-support customers
Enabling easier retailer choice for customers using life-support equipment is one example of how we Listen, Engage and Act.
EWON submitted a request to the Australian Energy Market Commission (AEMC) to simplify the process for customers using life-support equipment who want to shop around for better energy deals. The change to the National Energy Retail Rules means that life-support customers can re-use the medical documents required when switching retailers for up to four years, and retailers are required to return these documents upon request.
Previously, every time life-support customers moved house or changed retailer, they had to get a new medical certificate from a doctor. Through outreach activities, we learnt this made it difficult for customers to change providers.
This is the first rule change request from an energy Ombudsman scheme, and it highlights how our direct engagement with customers can produce substantial policy change.
Listen
During one of EWON’s community engagement events with a disability support group in Blacktown, organised by the Physical Disabilities Council of NSW, our staff heard customer concerns about switching retailers. The group explained how stressful and expensive it was – involving doctor appointments, special transport and duplication of past completed paperwork. These obstacles deterred them from shopping around for the best energy contract, so unless they were moving house, it was easier to stay with the same retailer.
Engage
Our community engagement staff relayed this information to our Ombudsman and Policy Team who explored options to address the inequity.
Act
In June 2020, EWON submitted a request to change the relevant National Energy Rule. After energy sector-wide consultation in 2020, in February 2021, the AEMC announced the change to the Rule would take effect from 1 August 2021.
Back to the EWON Annual Report 2020/2021 interactive dashboard and highlights.