Posted on 06/09/2018
Calls received on air
Directorate: Treasury
Issue: The caller rang wanting to know whether or not Evoenergy is part of ActewAGL, and if it is, if a contact number for somebody senior in the customer relations area could be provided to the caller to see if a grid connection issue could be resolved.
Response: In relation to the first question, the Chief Minister said that under a new regulatory arrangement in Australia, there is what has been eloquently described as ring fencing, which is that there needs to be a clear distinction between energy retailers, ActewAGL being one of them, amongst others who operate in Canberra, and the company or the businesses responsible for the poles and wires and connections and like. And that company is Evoenergy. They used to be combined. Under law in Australia now, they must be separate. This is a measure to improve competition between retailers, the expectation there being that a more competitive retail environment would lead to lower prices for consumers. Now, it's very clear at the moment that there's quite a lot of competition in the retailers, there's discounts of 25% being offered on people's electricity bills at the moment, by the retailers looking to increase their market share. So, that is why there are two different companies. The Chief Minister advised the caller someone would get them in touch with the right people to assist around the connection.
OUTCOME: Evoenergy contacted the caller to discuss the appointment date for his new service connection and it was scheduled for earliest available appointment.
Directorate: Treasury
Issue: The caller rang regarding meter readings. The caller said they received a bill for the last water quarter for $751, claiming they had used 138 kilolitres or four times the same amount as last quarter, in August 2017, being almost four times as much as the May quarter. The caller said they phoned the person looking at it who said they were sending someone out to do a volumetric and other tests on the meter. The caller said they recalled an offer that if you had automatic deductions made for electricity, you could get 25% off. The caller queried how could they trust any of the meter readings, if they get bills twice what they actually are for electricity? And now four times, what they actually are for water?
Response: The Chief Minister noted there's was a series of issues there that the retailer will need to address with the caller. Noting It's difficult to comment on the callers individual circumstances it could be a fault with the meter that may well be the issue. The Chief Minister said there are obviously very clear and extensive processes around resolving any issues with incorrect metering or incorrect billing. This is something that under both consumer law and their obligations to their customers that they have to be able to resolve.
The Chief Minister said technology continues to improve in terms of smart metering and the fact that you have at your fingertips all of that comparative data on previous usage over periods of time allows an anomaly. Obviously something that could either be a water leak or an incorrect reading or an error of some kind to be very quickly identified and so that will only improve in terms of metering technology, as well as the billing technology that continues to evolve. It used to be, in times past, that you would not have any of that data, at your disposal. To be able to contest a bill or see that it was an abnormal level of consumption on your part.
The Chief Minister said he was pleased that the utility responded in terms of sending people out to test the meter, but if any further issues in terms of not being able to resolve a dispute, then obviously please let us know.
The Chief Minister noted there was an issue a while ago that certainly was addressed by the utility and needed to be. There are very well established processes to resolve this, but the more data that is available, clearly the easier it will be for both consumers and the utility to pick up on any discrepancy or abnormal level of consumption that would lead to an excessive bill like this. The Chief Minister said from what the caller had described, it sounds pretty much like there's been an error either in meter reading or in the meter itself, and that should be able to be checked and then hopefully resolved positively for you.
OUTCOME: Treasury arranged for Icon to have the caller’s meter tested, whilst he was in attendance, which indicated the meter was reading accurately. Icon were advised the structure of the bill caused confusion. The Icon customer service team confirmed they would continue to follow up again with the caller later the following week at his request.
Directorate: Access Canberra
Issue: The caller advised he was ringing on behalf of their daughter who was at work. The caller said her car registration has expired and she still hasn't received the notification of the registration being due. The caller explained their daughter only discovered it was expired on the rare occasion she happened to check her email and found an email about a day less than three weeks after the registration had expired. The caller said they rang on her behalf there was limited information they could give me for privacy reasons. They said the notification had been mailed three weeks after the registration had expired noting there have been problems. The caller wanted to know if the car was picked up and driven during that expired period will the penalties be withdrawn?
Response: The Chief Minister said some legal advice would be needed on that. Noting if it was the result of an error and late notice from government, that would appear to be a reasonable argument for if there were any instances of someone receiving a fine in that context. The Chief Minister stated he could not make a legal determination and wouldn't seek to this morning, noting one should not rely on what he said as a definitive statement in relation to the issue, but from a perspective of common sense and balance that would appear to be a reasonable argument to put forward.
OUTCOME: An Access Canberra officer contacted the caller and obtained information in regards to their daughter’s vehicle. The renewal notice was issued 18 days before the registration expired. The caller was advised this was a little later than usual due to a change-over in service provider. The caller’s daughter is signed up for email renewals and this will help to ensure delivery of the renewal notices.
Didn't make it to air
Directorate: TCCS
Issue: The caller rang regarding dangerous dogs
OUTCOME: A TCCS Officer contacted the caller who raised their concerns about the prolonged trauma, both financial and psychological, that victims of dog attacks may suffer. A meeting is being organised with the caller to discuss the matter further.
Directorate: TCCS
Issue: Busses
OUTCOME: A TCCS officer contacted the caller and discussed all travel options. The caller’s feedback will be addressed and a TCCS representative will contact them once the final network has been released.
Directorate: Access Canberra
Issue: registration
OUTCOME: An Access Canberra officer contacted the caller who advised that they were concerned about no longer being issued with a registration label and the prospect of being caught driving an unregistered vehicle. The caller was given some advice about how to monitor his registration expiry date and how to register for email renewal notices.
SMS/TEXT
Directorate: TCCS
Issue: Good Morning Chief Minister, Franklin shops carpark. Is there any possibility of getting arrows painted throughout the carpark to guide traffic in the same (clockwise) direction. This carpark is quite hazardous during afternoon peak times. Kind Regards.
OUTCOME:An officer from TCCS contacted the caller and explained that the carpark is under a private lease. The officer provided the contact details for the car park owner so that the caller could contact them.
Directorate: TCCS
Issue: Good morning Adam. Please ask Andrew about the lack of tress across the whole Molonglo Valley and how this has been allowed? We have been told by an expert that birds such as the kookaburra numbers have dropped due to the lack of mature trees to beat in.
OUTCOME: An officer from TCCS contacted the caller and explained that there were trees planted on all the streets within the suburbs of Coombs and Wright. The caller was also advised that TCCS had just undertaken infill planting to replace 126 failed trees following a condition audit of the Molonglo Valley. The lack of mature trees was due to the area previously being radiata pine plantation.