ERM - utilicom.nt.gov.au · 25th Moy 2012 Utilities Commission GPO Box915 DOMin NT 0801 To the Commissions Attention, ERM response 10 DroflSfondords of Service Code - Consultolion

ERMPervertor generations

25th Moy 2012

Utilities CommissionGPO Box915

DOMin NT 0801

To the Commissions Attention,

ERM response 10 DroflSfondords of Service Code - Consultolion Poper, Moy 2012

We ore PIeosed to submit our response to the droff"Sfondords of Service Code' -Consultofion poper of Moy 201 2.1n pontculorwe will focus on the refoil component,reflecting our newly gronfed refoillicense.

Refer 10 Schedule 3 - Refoilcusfomerservice performonce indicators

3,114 Where OPPlicoble, the proposed refoil customerservice performonceindicofors will OPPly to o111icensed refoilers, irrespective of the customersconsumption levels.

ERM Response: ERM Power intends fo only refoilfo coinmerciol Grid in dustriolcustomers ond notfo households Grid sinoll business (which is in line with ouroperofing model in both fhe Notiono1 Grid West AUSfrolion electricity in orkefs). In ourexperience, 10rge users of electricity simply do not need the protection of customerservice sfondords OSIhey hove the infernol experience Grid resources coupled withthe requisite in orkefinfluence to deol wifh these in offers fhemselves. This OPProochis fully consistent with the inorkefrulesin both the NEM Grid WEM whereby customerservice SIGndords only OPPly to sinoll customers.

3,115 Refoil customerservice performonce indicofors meOSure phone onswering,coinploinfs, hordship, Grid written enquiries OSsociofed with refoilservices.3,116 Informofion for phone onswering comprises:

ERM Response to 3.115 : ERM operofes in o unique inorkef oreo where everycustomer is OSsigned o speciolisf occounf monogerwho hosthe copocify torespond to customer enquiries 7 doys o week regordless of coalocf methodologyIPhone, emoil, indirectfhrough OPPoinfed o9enfs, text, moil). ERM Power does not

ER POWeiRelailPlyUdACN 126 175 460

Level26 RiversideCentre 123 EaglesIr^I BrisbaneQ4000 PO Box7152 RiversideCentreQ4000

Phi(07)30205100 Fan(07)32212963 sales@elmpower. comau umermpower. comau

ERMPower for generations

operote o coll centre for our customers OSifis our belieffhoffype of OPProoch doesnotlend itself to customerservice excellence. Our occounf monogers toke fullownership of their OSsigned customers Grid ensure Ihof when questions ore OSked orproblems ore roised fhof o solution is reoched quickly Grid professionolly. Ascustomers con confocffheir OSsigned occounf monoger vio mobile phone, deskphone or the in Qin reception iris not prooficolfor us to instollfhe equipmentnecessory to collofe phone onswering slotisfics Grid nor would those sfofisfics bemeoningful. Evidence offhe strength of our OPProoch in our customers eyesisdeloiled in the offoched sofisfocfion slotsfics OS meOSured by on independentreseorch coinpony.

The relofionship with our customers is o one to one relofionship. Therefore theconfocf methodology is more voned fhon the droff code o110ws.

3,117 Informofion for coinploinfs comprises:. percentoge, 10/01 number, Grid type of coinploinf OSsociofed with refoilservices.3,118 Informofion for customer hordship enquiries Grid coinploinfs includes:. fobl number of disconnectionsforfoilure to poy Grid reconnectionsin somenome;

. 10/01 number of customerservice Grid customer coinploinfs;

. fobl number of colls OSsociofed with the use of prepoymenf meters;

. to101 number of colls relofing to the collection of security deposits; Grid

. 10/01 number of colls OSsociofed with SOCiol we Ifore concessions, includingmembership of pensioner concession schemes grid other relevonfschemes.

ERM Response to 3,117/8: We believe there is relevonce to these slotisfics; our oim inthe in orkef we operofe in is to provide services Ihof pre-empf coinploinfs Grid ovoiddisconnection sthrough providing eorly regulor confocf Grid reports or odvice to ourconsumers, Concession customers ore not in oursphere of inorkef operofion.

Our expectofion is this will be "nil" eoch report. Are nilreporfs required?

3,119 Written enquiries comprise:

. Averoge time token to respond to o written customer enquiry.

ERM Response: Allwriffen requests ore responded to within two working doys.

For ony questions obouffhisresponse PIeose confocffhe undersigned. Thonk Youfor o110wing our response eorly in our refoillicense period.

ERM POWeiRelail Ply unACN 126 175 460

Level26 RiversideCentre 123 Eaglestreet BISbaneQ4000 PO Box 7152 RiversideCentieQ4000Prt(07)30205100 Fan(07)32212963 sales@elmpowei. comau umermpower. comau

ERMPower for generations

Sincerely

I^"'I

Stove Rogers, GM Refoil OperofionsERM Power Refoil Ply Ltd

Ernoil:srogers@ermpower. coin. ou

ER POWeiRetailPtyUdACN 126 175 460

Level26 RiversideCentre 123 Eaglestreet BtIsbaneQ4000 PO Box 7152 RversideCentreQ4000

Phi(07)30205100 Fax(07)32212963 sales@elmpowei. comau umermpower. comau

"I""""""""' 000 """""""' :VllltJL

"""""""~I""""""""""""""' :ON awa VV I^IL

rid V""""""""""'eru!L"""7"""7""" elec

...............

peJe!Slot, ^:I y^!I^:ILkiriseeJL KlopJeL weUPON

\^ 3'108'1171V,,, o3Ai3;3:2 ,,'11/1;; .o3, ,!^'

U, ,my 1.1arket intelligence

UTILITY MARKET INTELLIGENCECUSTOMER RESEARCH IN UTILITY MARKETS

. 'e.. r

Feb ua y o1.2

@ Prepared by UM1 2012

. .

* ' ^':. 4

.;: ;;^ ' \ ate,

.

~, IPq

'"'~^;;;' ""

e

, ..,=.-^'/'; '?

\

;\. \

Utility 1-1a, ket In alligence

ERM Power has the highest proportion of satisf ed customers coinpa ed o all o heretailers included in this study.

Overallsatisfaction League Ladder

ERM Power

Retailer A

11%

Retailer B

80

Retailer C

, . .

Retailer D

26%

49%

Retailer E

z%


33%

o% 10%

. Very dissatisfied

35%

50%

20%

. Dissatisfied

34%

37%

47%

30%

47%

50% 60%40%

Neither satisfied nor dissatisfied

13%

52%

14%

48%

14%

90%70% 80%

.Satisfied, or .Verysatisfied

8%

1.00%

Slide 2

U urny markea in .11igence

ERM POWe do in nates all other retailers in terms of customer satisfaction with b 11ing

Overallsatisfaction with BILLING

ERM Power

Retailer B

7%

Retailer E

7^

Retailer C

1.3%

Retailer A

52%

1.9%

Retailer D

, . .


21%

o% 1.0%

. Very dissatisfied

18%

72%

22%

20%

. Dissatisfied

61%

41%

30%

53%

40% 50% 60%


56%

55%

14%

15%

70% 80% 90%


10%

100%

Slide 3

U Unlity liarkeL in elligence

ERM POWe hasthe h ghest proportion of customers satisfied with their ACcounManagemen

Overallsatisfaction with Account Management League Ladde

ERM Power

Retailer E

%

Retailer C

% 3%

Retailer A ,.

RetailerD ,

44%

60

%

8%

Retailer B

50%

9'0

1.4%


o%

1.6%

.Very dissatisfied

1.0%

20%

59%

80%70%60%50%40%20% 30%

% of respondentsperretailerwhoindicatedtheyhavean account manager

Neither satisfied nordissatisfied .Satisfied .Verysatisfied. Dissatisfied

43%

48%

40%

51%

45%

18%

33%

22%

20%

90% 1.00%

Slide 4

U in I mm. , mm*,,"..",."-.

ERM Power has the h ghest customer satisfaction with information provision andtechnical advice.

Overallsatisfaction with Information and Technical Advice

ERM Power

Retailer B

Retailer E

1.4%

Retailer C

Retailer D

1.0%

%

Retailer A

51%

%

O Prepared by UM1 2012

32%

, . .

o% 1.0%

. Very dissatisfied

30%

%

20%

. Dissatisfied

6%

34%

30%

30%

49%

50%40% 60%


47%

12%

46%

40%

90%80%70%


8%

10096

Slide 5

,,^^122,.^I^^\ ..., 0^' "'\1.0\I, \

Documents

ERM - utilicom.nt.gov.au · 25th Moy 2012 Utilities Commission GPO Box915 DOMin NT 0801 To the Commissions Attention, ERM response 10 DroflSfondords of Service Code - Consultolion