Introduction and background to the review The Utilities Disputes Board (the Board) is seeking submissions on its proposals to amend the Energy Complaints Scheme documents to implement recommendations from the Five Year Independent Review. Queen Margaret University Consumer Dispute Resolution Centre conducted an independent review of the Energy Complaints Scheme in 2017. This review was conducted in accordance with the Electricity Industry Act 2010, Schedule 4, Clause 15, which states: “The provider of the approved scheme must ensure that, at least once every 5 years, an independent review of the scheme is carried out and the report of the review is provided to the Minister within 3 months of its completion.” The review report (”the review”) states: “This report outlines the findings of the Five Year Independent Review of the approved Energy Complaints Scheme provided by Utilities Disputes but also includes a wider review of Utilities Disputes Limited. At the time of the review, as the only scheme provided by Utilities Disputes relates to energy complaints, for ease of reading and reporting reference is made to Utilities Disputes only.” As set out in an email to all providers on 5 February, the review was completed in July 2017 and provided to the Minister of Commerce and Consumer Affairs, as required. The previous Minister was unable to consider the review before the general election and change of government. The review was discussed with the new Minister, the Hon Kris Faafoi in January 2018. The review – overall conclusions The review’s overall conclusion was that “Utilities Disputes is an effective dispute resolution scheme. To maintain its effectiveness into the future, the review has highlighted a number of areas for further development.” The review also noted “with only a few minor exceptions, Utilities Disputes meets the requirements of the Key Practices for Industry-based Customer Dispute Resolution.” The review there was room for improvement and detailed the areas it believes this needs to occur. A full copy of the review and its recommendations is available .
2 – 7 May Board to consider submissions, draft proposed changes and prepare documentation for second round of consultation 14 May Second consultation round opens 21 May Second consultation round continues 28 May Second consultation round closes (Friday 1 June) 4 June – 18 June Board to consider submissions from second consultation round 25 June Board votes on proposed changes and gives notice to Minister of Commerce and Consumer Affairs and Energy Complaints Scheme Providers 13 August Changes effective Closing date for submissions The closing time and date for submissions for the first consultation round is 5 pm on Friday 30 March 2018. Please note late submissions are unlikely to be considered. Making submissions Please send submissions in Microsoft Word format to: Email submissions@utilitiesdisputes.co.nz. Post PO Box 5875, Wellington 6140 When submitting, please use the preferred form for submissions in Appendix 1. Submitters should indicate any documents attached in support of the submission in a covering letter. The Board may make submissions available on the Utilities Disputes website. If submitters provide any information on a confidential basis, please clearly show this in a cover letter. If you have any questions during the consultation process, please contact James either by email j.blake-palmer@utilitiesdisputes.co.nz or phone 04 914 4537. All submissions will be acknowledged. If you do not receive an acknowledgement within two working days, please contact James.
the provider’s control) triggering levy levels? 17 Do you agree with the recommendation every organisation which is covered by the Scheme should make a contribution to its running costs? Board seeks views before considering the issue further 18 Do you agree with the recommendation there should be no cross-subsidisation of providers, nor sweetheart deals. Thus, the levy arrangements for Transpower and First Gas should be revisited? Board seeks views before considering the issue further 19 Do you agree with the recommendation The fixed element should cover all costs incurred by Utilities Disputes excluding those solely related to the handling of individual complaints? seeks views before considering the issue further 20 Do you agree with the recommendation In keeping with the ‘user pays’ principle, any case reaching Utilities Disputes at deadlock should incur a fee? Board seeks views before considering the issue further 21 Do you agree with the Board seeks views before considering the