1 00:00:00,400 --> 00:00:02,200 Speaker 1: There's been a big rise so as I said just 2 00:00:02,279 --> 00:00:04,440 Speaker 1: before the break, in the numbers of people who are 3 00:00:04,480 --> 00:00:07,640 Speaker 1: struggling to pay their electricity bills around the country, it 4 00:00:07,680 --> 00:00:11,119 Speaker 1: has gone up by eighteen percent. This is between twenty 5 00:00:11,119 --> 00:00:13,920 Speaker 1: two and twenty three I imagine, since it has gone 6 00:00:13,960 --> 00:00:17,040 Speaker 1: up more and even though there's a very small decrease, 7 00:00:17,079 --> 00:00:20,319 Speaker 1: people ringing through applying the new figures to their last bill, 8 00:00:20,400 --> 00:00:22,520 Speaker 1: saying well, my next bill will be about seven dollars 9 00:00:22,600 --> 00:00:25,560 Speaker 1: or so cheaper, which isn't a lot, you know, it's 10 00:00:25,560 --> 00:00:28,080 Speaker 1: a cup of coffee, I suppose a quarter and you 11 00:00:28,080 --> 00:00:32,839 Speaker 1: can now afford it is certainly hitting people hard, no 12 00:00:32,920 --> 00:00:35,720 Speaker 1: doubt about that. Electricity energy has over the last few 13 00:00:35,800 --> 00:00:40,319 Speaker 1: years particularly and really a small decrease. Well we'll take it, 14 00:00:40,600 --> 00:00:42,839 Speaker 1: but it seems no end in sight. What happens if 15 00:00:42,880 --> 00:00:45,839 Speaker 1: you are in this sort of situation. Sandy Canali is 16 00:00:45,880 --> 00:00:48,800 Speaker 1: the energy umbudsman and joins me. Now, Sandy, good morning, 17 00:00:48,800 --> 00:00:49,560 Speaker 1: thank you for your time. 18 00:00:50,080 --> 00:00:50,680 Speaker 2: Good morning, Matt. 19 00:00:50,840 --> 00:00:52,400 Speaker 1: You're seeing this here in South Australia. 20 00:00:53,280 --> 00:00:59,600 Speaker 2: Oh, absolutely certainly so. Affordability issues have certainly increased over 21 00:00:59,600 --> 00:01:03,680 Speaker 2: the last twelve months in particular, and look, there is 22 00:01:03,720 --> 00:01:07,000 Speaker 2: help available and it's just a question of how you 23 00:01:07,080 --> 00:01:12,559 Speaker 2: avail yourself of that assistance where and affordability can strike 24 00:01:12,800 --> 00:01:16,000 Speaker 2: in different ways in different households. It might be something 25 00:01:16,040 --> 00:01:18,800 Speaker 2: that's short term, where it's more or less a cash 26 00:01:18,800 --> 00:01:21,240 Speaker 2: flow type issue, the whot water service goes, the car 27 00:01:21,319 --> 00:01:25,720 Speaker 2: needs maintenance, or something along those lines. In those situations, 28 00:01:25,760 --> 00:01:30,760 Speaker 2: we just recommend that you contact the retailer and strike 29 00:01:30,800 --> 00:01:33,520 Speaker 2: an arrangement, perhaps where you might pay the bill off 30 00:01:33,520 --> 00:01:36,679 Speaker 2: before the next quarter bill arrives, or you come to 31 00:01:36,880 --> 00:01:38,840 Speaker 2: some sort of arrangement on how you will settle that 32 00:01:38,880 --> 00:01:44,520 Speaker 2: bill over the coming period. They're pretty straightforward, but for 33 00:01:44,560 --> 00:01:48,480 Speaker 2: some customers is affordability is more entrenched and there are 34 00:01:49,120 --> 00:01:52,960 Speaker 2: other issues at play here. All retailers that sell energy 35 00:01:53,040 --> 00:01:57,480 Speaker 2: to customers in South Australia are obligated by legislation to 36 00:01:57,560 --> 00:02:02,880 Speaker 2: have hardship programs in place. There is nothing that you 37 00:02:02,880 --> 00:02:06,840 Speaker 2: should be concerned about about asking for help. They do 38 00:02:06,920 --> 00:02:10,160 Speaker 2: this every day and it's really a question of giving 39 00:02:10,160 --> 00:02:13,680 Speaker 2: them a call, explaining the situation, talking about what your 40 00:02:13,720 --> 00:02:18,640 Speaker 2: capacity to pay is, and they are then obligated to 41 00:02:18,840 --> 00:02:21,760 Speaker 2: work with you to come to some sort of arrangement 42 00:02:22,360 --> 00:02:25,120 Speaker 2: which may be you know, long term. It might not 43 00:02:25,160 --> 00:02:27,240 Speaker 2: just be three or four months, it might be twelve months. 44 00:02:27,560 --> 00:02:29,760 Speaker 2: But in doing so you also get the benefit of 45 00:02:29,800 --> 00:02:32,760 Speaker 2: some other things. One of the things is doing a 46 00:02:32,760 --> 00:02:35,840 Speaker 2: bit of a health check on your current contract to 47 00:02:35,840 --> 00:02:37,880 Speaker 2: see whether there is a better deal for you, which 48 00:02:37,919 --> 00:02:41,600 Speaker 2: obviously will help. They will also make sure that the 49 00:02:41,639 --> 00:02:44,799 Speaker 2: concessions that you might be entitled to have been applied 50 00:02:45,120 --> 00:02:50,040 Speaker 2: to your account correctly. They may also look at ways 51 00:02:50,160 --> 00:02:53,760 Speaker 2: of providing some advice to you about energy efficiency and 52 00:02:54,440 --> 00:02:58,880 Speaker 2: reducing your usage. But it's really about just making that 53 00:02:58,919 --> 00:03:02,359 Speaker 2: initial contact. And as we say to all the customers 54 00:03:02,360 --> 00:03:04,679 Speaker 2: that come to us where perhaps they haven't been able 55 00:03:04,720 --> 00:03:07,880 Speaker 2: to negotiate a suitable arrangement, that really the first step 56 00:03:07,960 --> 00:03:09,080 Speaker 2: is just make that contact. 57 00:03:09,520 --> 00:03:11,920 Speaker 1: And as you say, they're obliged to help. They can't 58 00:03:11,919 --> 00:03:14,440 Speaker 1: say no, stiff, you haven't paid, therefore we're cutting. 59 00:03:14,240 --> 00:03:18,920 Speaker 2: It off, absolutely, Matthew. And if that does happen, they 60 00:03:20,000 --> 00:03:22,919 Speaker 2: we encourage customers to call us. We're a free, independent 61 00:03:22,960 --> 00:03:27,280 Speaker 2: dispute resolution body and we will assist the customer in 62 00:03:27,400 --> 00:03:30,720 Speaker 2: making sure that they get to a fair and reasonable outcome. 63 00:03:30,919 --> 00:03:33,640 Speaker 2: I mean, obviously there has to be a willingness to pay, 64 00:03:34,440 --> 00:03:37,000 Speaker 2: and by that I mean that if you strike an arrangement, 65 00:03:37,240 --> 00:03:39,800 Speaker 2: you need to try and maintain that arrangement. If things 66 00:03:39,920 --> 00:03:41,960 Speaker 2: change as you work your way through, you need to 67 00:03:42,000 --> 00:03:44,040 Speaker 2: talk to your retailer. And that's really more about that 68 00:03:44,160 --> 00:03:47,800 Speaker 2: dialogue than anything else. But there is absolutely no reason 69 00:03:47,840 --> 00:03:51,160 Speaker 2: why if you find yourself in a situation where affordability 70 00:03:51,760 --> 00:03:55,400 Speaker 2: is a concern and you get that bill for the 71 00:03:55,520 --> 00:04:00,760 Speaker 2: due date, preferably make contact have a discussion. And we 72 00:04:00,800 --> 00:04:04,680 Speaker 2: find that in most cases there is no problems in 73 00:04:05,040 --> 00:04:08,680 Speaker 2: the parties themselves negotiating an arrangement. But if that doesn't work, 74 00:04:09,160 --> 00:04:11,920 Speaker 2: we're always there in the background to help. The other 75 00:04:11,960 --> 00:04:13,640 Speaker 2: thing that I would make a comment about too, if 76 00:04:13,680 --> 00:04:15,800 Speaker 2: I may math, and you raise it in new introduction, 77 00:04:16,440 --> 00:04:18,680 Speaker 2: is to make sure that you are on the best 78 00:04:18,680 --> 00:04:24,279 Speaker 2: plan for your circumstances. Okay, yes, prices are well, let's 79 00:04:24,279 --> 00:04:29,120 Speaker 2: put it this way. The actual market offer that's organized 80 00:04:29,160 --> 00:04:34,240 Speaker 2: by the energy the energy regulator as such, will come 81 00:04:34,279 --> 00:04:36,680 Speaker 2: into plan that will show a slight reduction. But that 82 00:04:36,720 --> 00:04:38,640 Speaker 2: doesn't mean that if you're on a market contract that 83 00:04:38,680 --> 00:04:42,000 Speaker 2: you will necessarily get the benefit of that, because it's 84 00:04:42,040 --> 00:04:45,839 Speaker 2: only for those customers who have moved off the market contract. 85 00:04:45,920 --> 00:04:48,960 Speaker 2: Or have fallen back onto the standing offer, So you 86 00:04:49,000 --> 00:04:52,520 Speaker 2: do need to make sure that you are getting the 87 00:04:52,520 --> 00:04:55,920 Speaker 2: benefit of that slight reduction, and the simplest and easiest 88 00:04:55,920 --> 00:04:59,080 Speaker 2: way to do that is to call your current retailer, 89 00:05:00,080 --> 00:05:03,640 Speaker 2: chat to them and ask that question, is my offer 90 00:05:03,920 --> 00:05:08,120 Speaker 2: better than the standing offer or the regulated offer? If not, 91 00:05:08,320 --> 00:05:12,040 Speaker 2: why not? And what can you do for me? Otherwise, 92 00:05:12,560 --> 00:05:14,200 Speaker 2: you might want to have a little bit of a 93 00:05:14,240 --> 00:05:17,200 Speaker 2: look around by either ringing a few other retailers or 94 00:05:17,240 --> 00:05:20,040 Speaker 2: if you're able to do so. Energy Made Easy is 95 00:05:20,240 --> 00:05:23,039 Speaker 2: a website that does the hard work for you. You 96 00:05:23,080 --> 00:05:27,760 Speaker 2: need to interest some details and there are significant variances 97 00:05:27,760 --> 00:05:30,560 Speaker 2: from the dearest to the cheapest, so that in itself 98 00:05:30,760 --> 00:05:34,960 Speaker 2: will help mitigate some of these cost of living issues 99 00:05:34,960 --> 00:05:35,839 Speaker 2: that we're having at the moment. 100 00:05:36,120 --> 00:05:38,320 Speaker 1: Sandy to that point, and I tried it the other 101 00:05:38,400 --> 00:05:40,200 Speaker 1: day and it came up I could say, four hundred 102 00:05:40,200 --> 00:05:43,080 Speaker 1: and fifty dollars, So I'm very interested in that. But 103 00:05:43,520 --> 00:05:45,400 Speaker 1: we're so close to the first of July and just 104 00:05:45,400 --> 00:05:47,479 Speaker 1: going to hold back and wait till then and see 105 00:05:47,480 --> 00:05:49,680 Speaker 1: if I can get a better deal when the new 106 00:05:49,680 --> 00:05:52,200 Speaker 1: offers are formerly I suppose in place, not that it 107 00:05:52,200 --> 00:05:56,479 Speaker 1: should matter but anyway, we'll do that. But again to 108 00:05:56,520 --> 00:05:59,800 Speaker 1: your point, why, I often wonder this, why do we 109 00:06:00,080 --> 00:06:03,440 Speaker 1: the customer, the consumer, have to search for the lower steel. 110 00:06:03,520 --> 00:06:06,840 Speaker 1: Why aren't the retailers obliged to say, well, you're on 111 00:06:06,960 --> 00:06:08,880 Speaker 1: the standing off you you're off the you know, you're 112 00:06:08,880 --> 00:06:11,120 Speaker 1: off a plan, it expired a year ago or whatever. 113 00:06:11,520 --> 00:06:13,359 Speaker 1: Here's the best stuff and we're going to put you 114 00:06:13,400 --> 00:06:16,400 Speaker 1: on that automatically, because that, to me, well, take the 115 00:06:16,440 --> 00:06:19,000 Speaker 1: pressure off the umbudsman for a start, it or it 116 00:06:19,000 --> 00:06:21,320 Speaker 1: will help out in so many areas by giving people 117 00:06:21,360 --> 00:06:24,039 Speaker 1: the best and they're out there, the companies have got them, 118 00:06:24,360 --> 00:06:26,440 Speaker 1: but for whatever reason they don't put people on them. 119 00:06:27,320 --> 00:06:27,760 Speaker 1: That's right. 120 00:06:27,800 --> 00:06:31,320 Speaker 2: And sometimes there's almost a loyalty tax, if that's the 121 00:06:31,320 --> 00:06:33,120 Speaker 2: way they want to call it, where you pay more. 122 00:06:33,320 --> 00:06:36,240 Speaker 2: They are now obligated though, and that's a good point 123 00:06:36,240 --> 00:06:39,440 Speaker 2: that you raise. Actually, they are now obligating some changes 124 00:06:39,480 --> 00:06:43,040 Speaker 2: made or probably worth around September last year, where there 125 00:06:43,080 --> 00:06:46,559 Speaker 2: were some changes to the way bills are presented, and 126 00:06:47,560 --> 00:06:51,000 Speaker 2: there is more information now that needs to be provided 127 00:06:51,040 --> 00:06:54,840 Speaker 2: to the customer. And they are obligated at certain times too. 128 00:06:54,960 --> 00:06:57,359 Speaker 2: I think it might be every quarter or every two quarters. 129 00:06:57,400 --> 00:07:00,960 Speaker 2: Where they're in to give you some information about where 130 00:07:01,000 --> 00:07:03,400 Speaker 2: you sit in terms of what our office they may 131 00:07:03,440 --> 00:07:06,720 Speaker 2: also make. The question is getting people to read those 132 00:07:06,760 --> 00:07:10,720 Speaker 2: notes and to do something about it like anything, Yes, 133 00:07:10,800 --> 00:07:12,920 Speaker 2: there is, but that would only be with that current 134 00:07:12,960 --> 00:07:16,760 Speaker 2: retailer too. So I guess if you want, like you 135 00:07:16,800 --> 00:07:20,440 Speaker 2: just pointed out earlier on, you know, with your current retailer, 136 00:07:20,600 --> 00:07:22,520 Speaker 2: the deal might be the deal, but there might be 137 00:07:22,560 --> 00:07:25,680 Speaker 2: something even better for you with another retailer. And I 138 00:07:25,680 --> 00:07:29,480 Speaker 2: guess the concern that we here for most is that 139 00:07:29,520 --> 00:07:34,440 Speaker 2: customers get nervous about switching. You know, will my will 140 00:07:34,440 --> 00:07:37,120 Speaker 2: this cause disruption to power? Or am I likely to 141 00:07:37,160 --> 00:07:39,680 Speaker 2: have you know, other problems that I don't have today? 142 00:07:40,000 --> 00:07:42,920 Speaker 2: The simple answer is it is really just where you 143 00:07:43,000 --> 00:07:45,000 Speaker 2: are purchasing your energy from. It's still going to be 144 00:07:45,040 --> 00:07:47,920 Speaker 2: delivered to your door via your SA power networks or 145 00:07:47,920 --> 00:07:50,680 Speaker 2: Australian Gas networks, depending on whether it's word or gas 146 00:07:50,680 --> 00:07:54,880 Speaker 2: the same energy. Yes, customer service can vary between different 147 00:07:55,560 --> 00:07:57,800 Speaker 2: entities and that can be important to you, and you 148 00:07:57,880 --> 00:08:00,440 Speaker 2: need to make sure that you're getting the service that 149 00:08:00,480 --> 00:08:03,920 Speaker 2: you want and you're also able to pay by the 150 00:08:04,040 --> 00:08:08,080 Speaker 2: arrangement that you choose to do so, but overall, switching 151 00:08:08,560 --> 00:08:11,320 Speaker 2: is all done behind the scenes. It really should be 152 00:08:11,320 --> 00:08:16,320 Speaker 2: a smooth process. And really, from your perspective, most contracts 153 00:08:16,320 --> 00:08:19,440 Speaker 2: now aren't locking contracts anyway. You know, if there's another 154 00:08:19,440 --> 00:08:21,560 Speaker 2: better offer that comes along the way further down the track, 155 00:08:21,600 --> 00:08:24,000 Speaker 2: you just switch again and you can always switch back 156 00:08:24,040 --> 00:08:27,000 Speaker 2: if that's what you choose to do. So I think, 157 00:08:27,040 --> 00:08:29,960 Speaker 2: you know, that's the best advice that I can give 158 00:08:30,000 --> 00:08:32,839 Speaker 2: anyone is to just do a health check. I know 159 00:08:32,880 --> 00:08:34,520 Speaker 2: it's something you don't want to do every day, but 160 00:08:34,520 --> 00:08:36,400 Speaker 2: if it's something you can do once every six months 161 00:08:36,480 --> 00:08:39,600 Speaker 2: or so, just to and your point earlier on too 162 00:08:39,640 --> 00:08:43,000 Speaker 2: is spot on. We're close to one July. Most retailers 163 00:08:43,120 --> 00:08:48,880 Speaker 2: have started to put their forward prices out into the market, 164 00:08:49,400 --> 00:08:52,240 Speaker 2: and certainly over the next four weeks we'll see any 165 00:08:52,240 --> 00:08:54,200 Speaker 2: other changes that all the retailers will have. So it's 166 00:08:54,200 --> 00:08:57,960 Speaker 2: probably a good time to have a look around. Check 167 00:08:58,000 --> 00:09:00,160 Speaker 2: your bill, read the front of your bill, and of 168 00:09:00,200 --> 00:09:02,360 Speaker 2: telling you that there might be a better offer for you, 169 00:09:02,679 --> 00:09:05,280 Speaker 2: do something about it, jump on it, give them a call. 170 00:09:05,320 --> 00:09:08,280 Speaker 2: That's your current retailer. Nothing's going to change, and of course, 171 00:09:08,280 --> 00:09:13,120 Speaker 2: if you encounter problems with the bill, please Please do 172 00:09:13,280 --> 00:09:17,520 Speaker 2: not feel concerned or embarrassed about bringing the retailer. They're 173 00:09:17,559 --> 00:09:21,079 Speaker 2: obligated to offer these things, So make yourself available, make 174 00:09:21,200 --> 00:09:24,400 Speaker 2: your value self of these services, and make sure that 175 00:09:25,040 --> 00:09:28,560 Speaker 2: you know what you strike with them is indeed an 176 00:09:28,600 --> 00:09:32,600 Speaker 2: affordable arrangement. And sometimes you know, the assistance of the 177 00:09:32,600 --> 00:09:37,160 Speaker 2: financial counselor where you're not sure about what you do 178 00:09:37,280 --> 00:09:39,880 Speaker 2: need to do can also come into play. And they 179 00:09:40,040 --> 00:09:42,440 Speaker 2: also refer customers from time to time to us as well, 180 00:09:42,520 --> 00:09:44,960 Speaker 2: so there is a lot of help out there, just 181 00:09:45,000 --> 00:09:46,800 Speaker 2: a question of making sure that your. 182 00:09:46,720 --> 00:09:49,199 Speaker 1: Value is on the absolutely great advice, Andro and as 183 00:09:49,200 --> 00:09:51,440 Speaker 1: the last resort. Once you've done that, you've gone to 184 00:09:51,440 --> 00:09:54,200 Speaker 1: the company, et cetera. Your office is always there as 185 00:09:54,240 --> 00:09:57,080 Speaker 1: the energy umberdsman. What's your number in case people need it? 186 00:09:58,040 --> 00:10:01,680 Speaker 2: One eight hundred six five five six five. We have 187 00:10:01,720 --> 00:10:04,080 Speaker 2: a lot of resources on our website as well that 188 00:10:04,200 --> 00:10:08,199 Speaker 2: deal with these issues. And also we're not just strictly 189 00:10:08,240 --> 00:10:12,760 Speaker 2: dealing with complaints. We'll also provide independent information and give 190 00:10:12,800 --> 00:10:16,920 Speaker 2: you perhaps an indication of what might be a way 191 00:10:16,960 --> 00:10:20,360 Speaker 2: forward with any particular issue that you might have, whether 192 00:10:20,400 --> 00:10:22,120 Speaker 2: it's gas, water or electricity. 193 00:10:22,280 --> 00:10:25,360 Speaker 1: Terrific great advice, Sandra, thank you so much for your 194 00:10:25,400 --> 00:10:26,080 Speaker 1: time this morning. 195 00:10:26,559 --> 00:10:27,600 Speaker 2: You're welcome. Matthew, thank you. 196 00:10:27,679 --> 00:10:31,440 Speaker 1: Sandy Canala Canali, who is the energy umbudsman, on what 197 00:10:31,559 --> 00:10:34,800 Speaker 1: to do if you're one of these eighteen percent more 198 00:10:34,920 --> 00:10:37,760 Speaker 1: people struggling to pay electricity right around the country, and 199 00:10:37,760 --> 00:10:40,040 Speaker 1: that's just between twenty two and twenty three. We haven't 200 00:10:40,040 --> 00:10:43,960 Speaker 1: even looked at the last financial year yet, but the 201 00:10:44,040 --> 00:10:46,040 Speaker 1: numbers are up and there's no doubt about that given 202 00:10:46,080 --> 00:10:50,280 Speaker 1: where electricity prices, particularly gas two have been heading. So 203 00:10:50,360 --> 00:10:54,040 Speaker 1: if you are struggling, get in touch with your energy provider, 204 00:10:54,120 --> 00:10:56,880 Speaker 1: your retailer in the first instance, have a chat to 205 00:10:56,920 --> 00:11:00,400 Speaker 1: them if you find that's going nowhere, and you know, 206 00:11:00,440 --> 00:11:03,480 Speaker 1: perhaps if for whatever reason they're threatening to disconnect you 207 00:11:03,480 --> 00:11:05,360 Speaker 1: if you don't pay, you need to get in touch 208 00:11:05,400 --> 00:11:09,480 Speaker 1: with the Energy Umbardsman, Sandro Canali on that number, and 209 00:11:09,520 --> 00:11:11,520 Speaker 1: certainly the website as well, as he said, we'll give 210 00:11:11,559 --> 00:11:12,559 Speaker 1: you some great resources.