Number of Notices: 45
Penalty Amount: $1,676,104
Provisions contravened: Clauses 150(1), 150(4) and 151(1) of the Electricity Retail Code of Practice, Section 23A(2) of the Electricity Industry Action (2000) and its statutory licence condition, and section 33(2) of the Gas Industry Act (2001) and its statutory licence condition.
Obligations contravened: Engie failed to either prevent the disclosure or provision of confidential information about customers affected by family violence without their consent, take reasonable steps to find out an affected customer’s preferred method of communication, or offer practical alternatives if their preferred method was not practicable or provide customer service assistance that avoided the need for a customer affected by family violence to repeatedly disclose or refer to their experience. Also, allegedly failed to provide accurate performance reports to the commission.
IPower Pty Limited and IPower 2 Pty Limited (trading as Engie)