Box 44 Consultation Questions 7.1 and 7.2 – Objectives of consumer engagement 7.1a. Are the objectives of the consumer engagement program sufficiently comprehensive? 7.2b. If not, what other objectives should be identified? 7.2 Are there any other issues which should be promoted in a consumer engagement program? Box 45 Policy Position 25 of consumer engagement by Government 25. The Commonwealth government and/or the state or territory governments should have a co-ordinating role in the consumer engagement program for the widespread installation of smart meters to enhance the understanding of the program by the community. Box 46 Consultation Question 7.3 - Role of government in rollout 7.3. What should be the co-ordinating role of government in a consumer engagement program in the absence of a mandated roll out? Box 48 Draft policy position 26 – Involvement of stakeholders in consumer engagement programs 26. To develop relevant strategies for the consumer engagement program and to recommend the most appropriate strategies for different customer groups and circumstances, the involvement of industry and consumer representatives is essential. Box 49 Consultation Question 7.4 – responsibility for different stages of consumer engagement 7.4a. Who should take the lead role for consumer engagement and the provision of consumer education and information at each stage of a mandated roll out? 7.4b. Does this responsibility change with a rollout? Customers’ Access to Data through the Home Area Network Box 50 Policy position 27 – Registering Devices on the HAN 27. Customers will be able to register a device on the HAN without having to enter into a contract with any party Box 51 Consultation question 8.1- Registering Devices on the HAN 8.1. Should such registration be provided at no direct cost to the customer? Box 52 Draft Policy Position 28– Access Implications of Registration 28. Registering an IHD device or other device capable of receiving and displaying metering data and logging on to a web portal provided constitutes a request for access to metering data. Box 53 Consultation question 8.2 – Consumers’ access to data 8.2. Should consumers be able to access own meter data via an IHD, web portal or similar devices free of charge?
40. Retailers and distributors must not remotely energise or re-energise if they are not assured it is safe to do so. Box 65 Consultation Question 13.1 – Customer information 13.1 What are the options for providing guidance to customers on their obligations regarding remote energisation and re-energisation of electricity supply? Box 66 Draft Policy Position 41 and 42 – Customer Choice 41. Customers may be offered the option of a manual energisation or re-energisation, which may be on a cost-recovery basis. 42. Jurisdictions should make provisions to assist disadvantaged groups of consumers for whom remote energisation or re-energisation is not appropriate. Box 67 Consultation Questions 13.2 – Customer choice 13.2. What are the implications for these customer’s premises being energised or re-energised using the on command or the switch on and monitor supply command? Box 68 Draft Policy Position 43 – Customer access to the meter 43. Electricity retailers and/or must develop procedures for the remote energisation or of premises where customers do not have convenient access to their meter. Box 69 Consultation Questions 13.3 – Customer access to meter 13.3a When an energisation request is made by a customer should distributors and retailers ensure that the safety are mitigated by asking the customer to ensure that the main switch is turned off? 13.3b. What additional requirements are necessary when customers with smart meters make a request for an energisation that a remote energisation is carried out safely? Box 70 Draft Policy Position 44 and 44 – Worker health and safety 44. Training and communication for electrical tradespeople should be promoted to awareness of the possibility of remote re-energisation when electrical work is undertaken. 45. Codes of practice, guidelines and other documentation relevant to the electrical trades should be amended to recognise the possibility of remote National Minimum functionality and Embedded Generation
Possible Effects on Customers’ Bills Table 2 Hypothetical effects on bills for different groups and possible policy response at peak times Response of customers to alternative tariff No demand response (may be due to unwillingness to change consumption patterns or apathy) No or minimal demand response (due to inability to change behaviour) Responds by decreasing consumption at peak time Additional possibility of overall reduction in consumption Consumer has lower proportion of their consumption at peak times Possible overall bill due to lower prices at off peak times Possible lower overall bill due to lower prices at off peak times Possible lower overall bill due to lower prices at off peak times Possible but less likely – as electricity cheaper at off peak times Additional policy response Education campaign and provision of direct information to consumers on their energy usage may reduce apathy Hardship provisions and concessions may be triggered for vulnerable consumers Energy efficiency policies aimed at this group to enable demand response None required although consideration needs to be given to measures that ensure the response is maintained Low consumption at peak time makes DLC less attractive General policy aimed at increasing energy efficiency Consumer has average consumption at peak times Likely increase in bill Likely increase in bill Effect on bill is ambiguous lower consumption at peak times could be offset by higher prices on the remaining peak consumption Possible that some of the peak consumption is reduced permanently (e.g. air conditioner usage) Additional policy response Education campaign and provision of direct information to consumers on their energy usage may reduce apathy Hardship provisions and concessions may be triggered for vulnerable consumers Energy efficiency policies aimed at this group to enable demand response None required although consideration needs to be given to measures that ensure the response is maintained Could be a potential target for DLC or associated products to shift extra load General policy aimed at increasing energy efficiency Consumer has higher than average consumption at peak times Almost certain increase in bill Almost certain increase in bill Effect on bill is ambiguous lower consumption at peak times could be offset by higher prices on the remaining peak consumption Likely that some of the peak consumption is reduced permanently Additional policy response Education campaign and provision of direct information to consumers on their energy usage may reduce apathy Hardship provisions and concessions may be triggered for vulnerable consumers. Understanding of why this group has high peak load but is unable to respond (e.g. medical reasons)– concession regimes may need to be reframed to ensure this group is protected Energy efficiency policies aimed at this group to enable demand response None required although consideration to be given to measures that ensure the response is maintained A strong target for DLC or associated products to shift extra load May be specific energy efficiency policies aimed at this group
Available Concessions in each Jurisdiction Eligibility criteria for each concession vary between jurisdictions. Generally to receive a concession the customer must hold a concession card such as the Health Care Card, and/or receive a Centrelink pension Table Concessions in each jurisdiction Concession type NSW Vic Qld SA WA Tas ACT NT General Electricity rebate/concession General concession/rebate to concession cardholders Yes Yes For eligible concession card holders. Yes Yes Yes Yes Yes Electricity life support Provides assistance to customers with life support machines at home Yes Yes Yes A monthly concession for eligible customers Yes Yes Yes Medical cooling/heating Assist in heating and/or cooling for those unable to regulate body temperature Yes Cooling Yes, for eligible low income customers Yes Air conditioning rebate Not available In limited areas Off-peak concession Concession on component Yes – 13% on off peak component Not available Transfer Fee waiver Waives change fees on moving house Yes on change of occupancy Not available Winter Energy Paid between May and November? Yes – 17.5 on winter bills Non mains rebate also available Not available Heating allowance Service to property charge Reduces the supply charge for low volume Yes – Not available Yes Emergency payment assistance Yes Yes Yes, payment for eligible low Yes Yes Yes