1. Financial Hardship Provisions

2. Utility Consumer Protection in WA

3. Overview Role & Functions of the Economic Regulation Authority Consumer Protection in Electricity, Gas & Water Opportunities for Financial Counsellors to engage

4. What does the Economic Regulation Authority do? Economic advice to Government Price and Conditions for Energy Network Services Market Monitoring Licensing, Monitoring & Customer Protection

5. What does the Economic Regulation Authority do? Licensing – electricity, water & gas Monitoring – –Audits / asset management reviews –Enforcement Powers Customer Protection - –Development of Codes and conditions –Approval of instruments

6. Customer Protection Codes –Code of Conduct for the Supply of Electricity to Small Use Customers –Gas Marketing Code of Conduct Licence conditions –Gas Customer Code (same as Code of Conduct) Standard Form Contracts (Energy) Customer Service Charters (Water) Financial Hardship Policies (Energy)

7. A Word About Water Must develop a Customer Service Charter and have approved by the Authority. Customer Code is planned by Department of Water

8. ENFORCEMENT POWERS Enforcement Powers: Notice of Contravention Penalties of failure to comply: Letter of reprimand Monetary penalty up to $100,000 Rectification at licensee expense Cancellation of licence

9. ENFORCEMENT Detecting Contraventions: Licence Compliance Reports (Annual) – (not published) Audits & Asset Management Reviews – (published) Information Provided by other agencies Complaints Media

10. Code of Conduct Applies to electricity retailers and distributors Made and enforced by the ERA Covers issues such as: –Marketing –Billing / Payment –Connection / Reconnection/ Disconnection –Financial Hardship –Information & Service Standard Compensation Payments –Reporting Data –Pre-Payment Meters

11. Code of Conduct Reviewed every 2 years Electricity Code Consultative Committee – –Charlie Brown, FCAWA –Irina Cattalini, WACOSS –Effie Harris, Goldfields Community Legal Centre –Andrew Canion, Small Enterprise Network (CCI) At least two opportunities over coming months to make submissions to papers.

12. Financial Hardship - Energy Must undertake an assessment in 3 days(payment difficulties or financial hardship) Must temporarily suspend action (15 days) Payment Difficulties – –Must offer alternative payment arrangements (more time / interest-free instalment plan) –Must advise that additional assistance may be available. Financial Hardship - –Alternative payment arrangements (as above) – plus…

13. … Financial Hardship - Energy Consideration of reduction of fees / charges / DEBT Revision of alternative payment arrangements Provision of information (bill redirection, payment methods, concessions, other meters, energy efficiency info, financial counselling)

14. 5 Important Things To Remember 1.Consideration must be given to the reduction of fees, charges & debt. 2.A retailer must follow Part 6 & Part 7 of the Code otherwise disconnection is unlawful and a payment of $100 per day with no cap is payable. 3.The Energy Ombudsman is there to help resolve complaints and is required to report “substantial breaches” to the Authority. 4.The Authority can only investigate issues if it is made aware. 5.You have the opportunity to have input into the rules that protect electricity and gas customers in WA.

15. Switched On

16. CONTACT Lanie Chopping Assistant Director Customer Protection 08 9213 1928 Lanie.chopping@erawa.com.au