Introduction and background to the review The Utilities Disputes Board (the Board) is seeking submissions on its proposals to amend the Energy Complaints Scheme documents to implement recommendations from the Five Year Independent Review. Queen Margaret University Consumer Dispute Resolution Centre conducted an independent review of the Energy Complaints Scheme in 2017. This review was conducted in accordance with the Electricity Industry Act 2010, Schedule 4, Clause 15, which states: provider of the approved scheme must ensure that, at least once every 5 years, an “The independent review of the scheme is carried out and the report of the review is provided to the Minister within 3 months of its completion.” The review report (”the review”) states: report outlines the findings of the Five Year Independent Review of the approved Energy “This Complaints Scheme provided by Utilities Disputes but also includes a wider review of Utilities Disputes Limited. At the time of the review, as the only scheme provided by Utilities Disputes relates to energy complaints, for ease of reading and reporting reference is made to Utilities Disputes only.” As set out in an email to all providers on 5 February, the review was completed in July 2017 and provided to the Minister of Commerce and Consumer Affairs, as required. The previous Minister was unable to consider the review before the general election and change of government. The review was discussed with the new Minister, the Hon Kris Faafoi in January 2018. The review overall conclusions – The review’s overall conclusion was that Disputes is an effective dispute resolution “Utilities scheme. To maintain its effectiveness into the future, the review has highlighted a number of areas for further development.” The review also noted only a few minor exceptions, Utilities Disputes meets the “with requirements of the Key Practices for Industry-based Customer Dispute Resolution.” The review there was room for improvement and detailed the areas it believes this needs to occur. A full copy of the review and its recommendations is available .
Introduction and background to the review The Utilities Disputes Board (the Board) is seeking submissions on its proposals to amend the Energy Complaints Scheme documents to implement recommendations from the Five Year Independent Review. Queen Margaret University Consumer Dispute Resolution Centre conducted an independent review of the Energy Complaints Scheme in 2017. This review was conducted in accordance with the Electricity Industry Act 2010, Schedule 4, Clause 15, which states: “The provider of the approved scheme must ensure that, at least once every 5 years, an independent review of the scheme is carried out and the report of the review is provided to the Minister within 3 months of its completion.” The review report (”the review”) states: “This report outlines the findings of the Five Year Independent Review of the approved Energy Complaints Scheme provided by Utilities Disputes but also includes a wider review of Utilities Disputes Limited. At the time of the review, as the only scheme provided by Utilities Disputes relates to energy complaints, for ease of reading and reporting reference is made to Utilities Disputes only.” As set out in an email to all providers on 5 February, the review was completed in July 2017 and provided to the Minister of Commerce and Consumer Affairs, as required. The previous Minister was unable to consider the review before the general election and change of government. The review was discussed with the new Minister, the Hon Kris Faafoi in January 2018. The review – overall conclusions The review’s overall conclusion was that “Utilities Disputes is an effective dispute resolution scheme. To maintain its effectiveness into the future, the review has highlighted a number of areas for further development.” The review also noted “with only a few minor exceptions, Utilities Disputes meets the requirements of the Key Practices for Industry-based Customer Dispute Resolution.” The review there was room for improvement and detailed the areas it believes this needs to occur. A full copy of the review and its recommendations is available .
2018_Consultation_Document.docx