As part of our annual review of the performance and competitiveness of the retail electricity and gas markets in NSW, we have been asked to review NSW electricity retailers’ metering practices, and report on whether retailers are delivering acceptable levels of customer service and communication.
We have found that retailers are not delivering an acceptable level of customer service to customers requesting a meter.
Since we commenced our review, the Australian Energy Market Commission (AEMC) made a new rule to introduce metering installation timeframes for retailers. We consider that this would be effective in reducing installation times to an acceptable level in most instances. However, there are a number of exceptions to the rule, and we have focused our analysis and recommendations on these instances.