retailer's to customer performance reporting RoLR. ‘MIRN count’ would be useful. This The AER receives customer information assists RoLRs to count information from determine the number of retailers on a quarterly basis, accounts to set up and which is broken down by whether or not there are residential, small business potentially large multi-site and large gas customers. customers being transferred While this information will not to them. be up-to-date at the time of any RoLR event, it should provide a reasonable indication of the breakdown of affected customers and the 'MIRN to customer' count. When load and customer The AER is unable to provide information is provided to up-to-date information on the RoLRs, it would be useful if commercial and industrial and the AER could also provide mass market customer information on the counts, but the information commercial and industrial referred to above should and mass market customer assist RoLRs. counts. The "Frequently Asked The "Frequently Asked Questions" advise Questions" have been revised customers that RoLRs will to advise customers that their contact them within a month, RoLR will contact them within however, the AER's RoLR the next five weeks. Plan requires RoLRs to use best endeavours to contact customers within 25 business days. To provide transparency of This report is designed to the activities and provide some transparency of notifications that would the activities and notifications occur during a RoLR event, that would occur during a future RoLR exercises RoLR event. The AER will should be conducted as a conduct a 'round table' style round table forum with exercise at one of its future attendance from exercises. The AER will give representatives across the consideration as to whether industry. This would enable retailers that are not the AER to run through the registered RoLRs should be full RoLR process with all required to attend. As participants aware of the retailers that are not activities. Many retailers registered RoLRs have fewer are not registered RoLRs obligations in a RoLR event and have very little exposure (such as cancelling customer to RoLR processes so it is transfers to the failed retailer, important to maximise the and advising the affected
retailer's ‘MIRN to customer count’ would be useful. This information assists RoLRs to determine the number of accounts to set up and whether or not there are potentially large multi-site customers being transferred to them. performance reporting RoLR. The AER receives customer count information from retailers on a quarterly basis, which is broken down by residential, small business and large gas customers. While this information will not be up-to-date at the time of any RoLR event, it should provide a reasonable indication of the breakdown of affected customers and the 'MIRN to customer' count. When load and customer information is provided to RoLRs, it would be useful if the AER could also provide information on the commercial and industrial and mass market customer counts. The AER is unable to provide up-to-date information on the commercial and industrial and mass market customer counts, but the information referred to above should assist RoLRs. The "Frequently Asked Questions" advise customers that RoLRs will contact them within a month, however, the AER's RoLR Plan requires RoLRs to use best endeavours to contact customers within 25 business days. The "Frequently Asked Questions" have been revised to advise customers that their RoLR will contact them within the next five weeks. To provide transparency of the activities and notifications that would occur during a RoLR event, future RoLR exercises should be conducted as a round table forum with attendance from representatives across the industry. This would enable the AER to run through the full RoLR process with all participants aware of the activities. Many retailers are not registered RoLRs and have very little exposure to RoLR processes so it is important to maximise the This report is designed to provide some transparency of the activities and notifications that would occur during a RoLR event. The AER will conduct a 'round table' style exercise at one of its future exercises. The AER will give consideration as to whether retailers that are not registered RoLRs should be required to attend. As retailers that are not registered RoLRs have fewer obligations in a RoLR event (such as cancelling customer transfers to the failed retailer, and advising the affected
AER%20Gas%20Industry%20RoLR%20exercise%20report%20-%20December%202015_0.docx