Raising consumer awareness of Utilities Disputes and Powerswitch services

In response to stakeholder feedback the Authority and Utilities Disputes have worked together to produce a factsheet outlining how the Code amendment aligns with the existing Utilities Disputes Scheme Rules.

 The factsheet complements the Guidelines for raising consumer awareness of Utilities Disputes and Powerswitch service

The Authority has published guidelines to help participants to comply with clauses 11.30A to 11.30E of the Code, so they can make appropriate changes to their communications.

These guidelines have been updated following feedback from consultation submissions as well as the industry workshop held on 15 October 2020.

The Authority has decided to amend the Code to:

(a) require all retailers and distributors to provide clear and prominent information about Utilities Disputes:

(i) on their website
(ii) when responding to queries from consumers
(iii) in outbound communications directed to consumers about electricity services and bills.

(b) require retailers that trade at a residential ICP recorded on the registry to provide clear and prominent information about Powerswitch:

(i) on their website
(ii) in outbound communications to residential consumers about price and service changes
(iii) to residential consumers on an annual basis
(iv) in outbound communications directed to residential consumers about the consumer’s bill.