Inadequate systems, processes and training that could lead to overcharging customers, wrongful disconnections or transferring customers without consent are some of the key findings from audits of five Victorian electricity retailers released today by the state energy regulator.
EnergyAustralia, Origin Energy, Simply Energy, Alinta Energy and Blue NRG were targeted by the Essential Services Commission in this year’s annual reviews after failing audits in 2017.
Commission chairperson Kate Symons says the purpose of the audit program is to promote compliance with consumer protection rules by identifying weaknesses in systems and processes.
“Auditing helps us understand how energy businesses comply with the rules designed to protect consumers.
“If we detect problems through the audit program, we investigate further and may take enforcement action,” she said.
Through the audit process, the commission reviewed why these retailers were potentially non-compliant and recommended they act to directly address the causes of potential non-compliance.