From 1 January 2019 energy customers have new rights that help them to pay their energy bills. To explain what the changes mean the Energy and Water Ombudsman has created some useful resources including a new video, factsheet and webpage.
The key change is that the customer’s debt now triggers the different types of assistance available.
Check out the below information to see the difference.
Less than $55 owing on an energy account
More than $55 owing on an energy account
Tailored Assistance – can pay for usage
Tailored Assistance – can't pay for usage
These are the minimum requirements for energy retailers – so moving forward your clients should be receiving this help.
If you contact an energy company on your clients behalf and are not happy with the assistance provided, contact EWOV for more help. You can do this by: