Tomorrow, the Australian Energy Market Commission (AEMC) will hand down its final determination on a switching rule proposed by Energy Minister Chris Bowen.
The change is fairly straightforward and under the draft would require retailers to better share the ‘better offer’ messages they’re currently required to provide.
Messages informing customers whether there is a better offer available would also have to be included in cover emails and bill summaries, reaching the many people who don’t open their full bill.
…
Energy lobby the Australian Energy Council says the switching process is “already fairly easy”. But the Justice and Equity Centre says many customers find the final stage of switching difficult.
“We are aware of cases of highly-engaged consumers (working in the energy sector) who have 1) chosen a plan, 2) contacted the retailer 3) been told they are ineligible for that plan 4) found another plan 5) contacted the retailer and so on until either concluding the process was impossible, or finally finding an appropriate offer they were eligible for.
If highly-engaged consumers find the process difficult or impossible, the ‘average’ consumer – let alone those facing disadvantage – have little hope of successfully doing so.”
Justice and Equity Centre submission to the AEMC
StreetCare’s Anna Nagel wins NCOSS lived experience award