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News
On 30 October 2009, changes were made to
the Constitution for the Electricity and Gas Complaints Commissioner
Scheme. These changes will come into effect on a date to be
determined by the Electricity Commission in respect of electricity
retailers and distributors, and by the Minister of Energy
and Resources in respect of gas retailers and distributors.
Meanwhile, the constitution effective on 1 January 2009 continues
in full force and effect.
Constitution
(effective on approval)
The Constitution for the Electricity and
Gas Complaints Commissioner has recently been amended and
the new version will be effective from 1 January 2008.
There are two key changes to the constitution.
These are:
· Oral waivers of confidentiality
· A reduction in the time to respond to decisions from the
Commissioner
Oral waivers of confidentiality
From 1 January 2009, complainants
will no longer have to sign a written waiver of confidentiality
before the Commissioner’s office can request personal information
from the company involved in the complaint.
When the complainant contacts the Commissioner’s
office to make a complaint, the Commissioner’s staff will
check:
· Whether the complaint has reached deadlock
· If so, whether the complaint within the Commissioner’s
jurisdiction
· And if so, whether the complainant has authorised the
Commissioner to get personal information from the member
concerned. This authorisation can be given orally or in
writing. If the Commissioner has any doubts about an oral
authorisation, she will require the complainant to sign
the written waiver of confidentiality.
The EGC Commission recommended this change
to implement one of the recommendations from a recent Efficiency
and Effectiveness Review, and after consultation with members
and consumers. The Scheme Amendment Committee unanimously
approved this change.
Response times
From 1 January 2009 the time for responding
to notice of an intention to make a recommendation, recommendation
or award will be 15 working days for both parties.
This is the implementation of another recommendation from
the Efficiency and Effectiveness Review.
The Scheme Amendment Committee also amended
the Commissioner’s terms of reference to give the Commissioner
discretion as to whether to issue a recommendation where the
complainant does not respond to notice of a proposed recommendation.
Reports
Independent Review
of the Scheme
Newsletters
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Press Releases
New chairperson for electricity and gas
consumer complaints commission [November
2007]
The independent body that oversees the handling of disputes
between consumers and their electricity and gas companies
has a new Chairperson. more...
Commissioner celebrates five years and
success of scheme [February
2007]
Last month (January 2007) Electricity and Gas Complaints Commissioner
Judi Jones celebrated five years in her role with the belief
that the scheme has made a significant difference to the way
electricity and gas companies and their customers interact.
more...
Land owners and occupiers get access to
independent dispute resolution [3
October 2006]
You urgently need to know if you can stop planned lines maintenance
on your land because you have had to move sensitive lambing
ewes into the area - who do you call? more...
Winter heating causes bill boil over
[16 November 2005]
Some home owners are only now finding out the cost of running
oil filled heaters over winter. more...
Electricity
investigations reduce as scheme beds down
[9 August 2005]
Electricity and Gas Complaints
Commissioner Judi Jones presented her annual report at the
commission's annual general meeting today, advising that the
third full year of operation of the office had seen a 13 percent
decrease in the number of complaints that required investigation.
more...
Electricity
and gas complaints scheme doubles jurisdiction to $20,000
[30 March 2005]
Electricity and Gas Complaints
Commissioner Judi Jones will have her jurisdiction for complaints
increased to $20,000 from 18 April 2005. more...
Gas consumers get access to independent
dispute resolution [30
March 2005]
Gas consumers who use reticulated
natural gas will be able to take complaints about their supply
to the office of the Electricity and Gas Complaints Commissioner
from 1 April 2005 more...
Electricity Complaints Commission starts
scheme review [8
November 2004]
Electricity consumers are being surveyed for an independent
review of the performance and effectiveness of the dispute
resolution scheme more...
Gas added to complaints scheme [15
September 2004]
Gas consumers who use reticulated natural gas will be able
to take complaints about their supply to the office of the
Electricity Complaints Commissioner from next year more...
Electricity investigations up 28 percent
[6 July 2004]
Electricity Complaints Commissioner Judi Jones presented her
annual report more...
Missing multipliers result in back bill
surprises [14 June 2004]
Case publicity generates increase in inquiries about the use
of multipliers more...
Billing tops complaints to Electricity
Complaints Commissioner [19
Aug 2003] Electricity Complaints Commissioner Judi
Jones presented her first full annual report at the commission's
general meeting more...
Commissioner's first recommendation accepted
[20 Nov 2002]
Details the Commissioner's first recommendation for settlement
more...
One-stop electricity complaints shop
well overdue [2 Oct 2002]
Set-up of the scheme more...
Commissioner role a perfect fit [2
Oct 2002]
Info on the Electricity Complaints Commission structure more...
Electricity Complaints Commission holds
first AGM [17 Jun 2002]
Inaugural AGM plan and budget details more...
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