Under questioning from the independent Member for Kurrajong Thomas Emerson MLA, ActewAGL admitted in Budget Estimates yesterday that the ‘best offer’ included on customers’ energy bills is not, in fact, the best offer that may be available to them.
During hearings, the acting Chief Executive Officer of ActewAGL Retail, Megan Wilcox, said: “Every 90 days customers will receive on their bill if a better deal is available with their current retailer. Customers can contact their retailer and seek to achieve a better discount than that.”
The Australian Energy Regulator’s Better Bills Guideline requires that energy retailers inform customers whether or not they are on the lowest cost generally available plan that’s applicable to them. This information is provided on people’s energy bills, which must include a ‘better offer message’ if the customer could save money by switching to another plan.
Under questioning from Mr Emerson, Ms Wilcox confirmed that customers can seek a better deal by threatening to move to another energy retailer even if their bill says they are already on the best available deal.
”Why does my ActewAGL bill say I’m on ‘the best plan’ they can offer me if I can get a better plan by threatening to jump ship to Origin?” asked Mr Emerson.
”It’s misleading and unfair, particularly in the middle of a cost-of-living crisis.
”Energy providers should be upfront with customers about what’s actually the best offer available to them.”
ActewAGL is 50 per cent owned by Icon Water, which is a 100 per cent ACT Government-owned corporation.
“Canberrans are being short-changed by their own government-backed energy retailer," said Mr Emerson. “People shouldn’t have to haggle with a company that’s 50 per cent owned by their government to get a fair deal.”
Ms Wilcox took on notice questions from Mr Emerson as to what triggers ActewAGL to offer a better deal than the ‘best plan we can offer you’ shown on a customer’s energy bill, as well as any complaints that have been made about these practices in the last financial year.
You can watch the Estimates exchange here.
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