Ballarat has recorded a fall in the number of cases dealt with by the Energy and Water Ombudsman, in line with a trend across the state as new conciliation processes take effect.
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The Energy and Water Ombudsman (Victoria) (EWOV) was set up in late 1995 during the wave of energy and water privatisation that state governments undertook.
As Australia's first electricity Ombudsman, the body specialises in dispute resolution over billing, supply, disconnection and other energy services, using alternative dispute resolution (ADR) processes.
Ombudsman Cynthia Gebert says it's a pleasure to be able to report on the decline in cases brought to her office, which is in the order of 10 per cent.
She says recent reforms, especially around the payment difficulty framework established by the state government, have assisted in the reduction of customers seeking the assistance of the Ombudsman.
"The key thing for us is to get a fair and reasonable outcome for the customers who come to us," Ms Gebert says.
Overall Cases
In 2018-2019, EWOV received 31,180 cases (down 10 per cent compared to 2018-2019.) The EWOV considers recent regulatory reforms may be contributing to this (specifically the introduction of the payment difficulty framework on 1 January 2019).
- High bill cases were up by 15 per cent from 55 to 63, reflecting 0.6 cases per 1000 people
- Disconnection cases were down by 6 per cent from 82 to 77, reflecting 0.8 cases per 1000 people
- Collection cases were down by 12 per cent from 57 to 50, reflecting 0.5 cases per 1000 people
- New connection cases were down by 33 per cent from 24 to 16, reflecting 0.2 cases per 1000 people
"While we have been able to a reduction in the overall number, the issues that we are seeing and having to negotiate are changing, year on year."
The introduction of a payment difficulty framework means retailers can no longer use discretionary approaches, but are obliged to understand minimum customer entitlements in payment and billing.
It requires them to consider the totality of a customer's circumstances and focuses their obligations on outcomes, rather than specific processes.
" Starting with small things like payment at intervals, putting a bill on hold; right through to maybe customers being entitled to six months where payment on an outstanding amount isn't required," says Ms Gebert.
"There's a full spectrum of options available to customers now, to try and prevent a disconnection."
Results for Ballarat City
In 2018-2019 overall EWOV cases in Ballarat City were down by 2 per cent from 594 to 580, reflecting 5.7 cases per 1,000 people.
The EWOV report is available at https://www.ewov.com.au/
