Call wait times blow out, while energy customers pay big for missing discount deadlines
26 February 2019
The state’s energy regulator says its latest report on the market reinforces the need to continue with major reforms to address a power imbalance between consumers and energy companies.
The Essential Services Commission’s Ron Ben-David says the annual energy market report shows customers continue to pay big for not meeting discount conditions, while call waiting times to energy companies have almost doubled in 12 months.
“While energy companies continue to advertise big headline discounts the annual cost of not meeting discount conditions more than doubled in three years from $212 to $455.
“Clearly this ‘penalty’ is out of all proportion to the costs incurred by retailers’ when customers fail to meet the conditions attached to their discounts,” he said.