it is preferable that customers receive a single bill. However, the appoint of an ENM. Also, the provisions for non-appointment of an ENM should apply to EWON notes AER will continue to allow for a two bill approach. residents of these sites. AER’s proposed method for assigning responsibility to resolve duplicate network charges is simple and common External dispute resolution We have amended our dispute resolution Retail contestability requirements to recognise commercial and/or Agree that retail competition limits prices in EN but is also incentivises residential tribunals may exist and be available to improvements in customer service, quality of supply and reception to address disputes. We also have created a customer feedback. discretion for the energy ombudsman to determine Who pays for the ENM? if an exempt embedded network service provider is eligible to join their scheme. Agree that ENM costs should be absorbed by ENO. Confusion about the Network Manager’ ‘Embedded Previously submitted to AEMC that residential parks are relatively small businesses, operating quite old networks. To address the problem of complexity, we will work with the industry to produce simplified guides for of ENM may be significantly out of proportion to potential affected groups. benefit of access to retail completion to customers. Additional costs likely to be reflected in increased rental rates for all residents. AER should monitor costs of ENM services to inform a re-assessment of who should pay when the guideline is next reviewed. External dispute resolution EWON strongly supports requirement that exempt embedded network service providers must apply to join an Ombudsman scheme where available, or otherwise abide by decisions of Ombudsman schemes. EWON requires exemption holders to be bound by decisions and to become a member to ensure full participation in the dispute resolution process. Confusion about the Network Manager’ ‘Embedded
it is preferable that customers receive a single bill. However, EWON notes AER will continue to allow for a two bill approach. AER’s proposed method for assigning responsibility to resolve duplicate network charges is simple and common Retail contestability Agree that retail competition limits prices in EN but is also incentivises improvements in customer service, quality of supply and reception to customer feedback. Who pays for the ENM? Agree that ENM costs should be absorbed by ENO. Previously submitted to AEMC that residential parks are relatively small businesses, operating quite old networks. of ENM may be significantly out of proportion to potential benefit of access to retail completion to customers. Additional costs likely to be reflected in increased rental rates for all residents. AER should monitor costs of ENM services to inform a re-assessment of who should pay when the guideline is next reviewed. External dispute resolution EWON strongly supports requirement that exempt embedded network service providers must apply to join an Ombudsman scheme where available, or otherwise abide by decisions of Ombudsman schemes. EWON requires exemption holders to be bound by decisions and to become a member to ensure full participation in the dispute resolution process. Confusion about the ‘Embedded Network Manager’ the appoint of an ENM. Also, the provisions for non-appointment of an ENM should apply to residents of these sites. External dispute resolution We have amended our dispute resolution requirements to recognise commercial and/or residential tribunals may exist and be available to address disputes. We also have created a discretion for the energy ombudsman to determine if an exempt embedded network service provider is eligible to join their scheme. Confusion about the ‘Embedded Network Manager’ To address the problem of complexity, we will work with the industry to produce simplified guides for affected groups.