Monitoring is only as effective as the information gathered.
In our submission to the Essential Services Commission (ESC) Compliance and Performance Reporting Guideline updated to include new entitlements for customers Draft Decision (Draft Decision), we generally support the proposed changes that aim to update the Compliance and Performance Reporting Guideline (CPRG) to reflect recent policy changes and clarify some indicators for consistent reporting. It is important to gather good information in order to facilitate proper issues spotting and appropriate action thereafter.
However, the Draft Decision proposes some indicators be removed that have the potential to reveal important information about outcomes for vulnerable consumers. The Draft Decision could also go further in amending the CPRG by including more useful indicators.
Consumer Action’s submission also comments on:
- Proposed changes including clarifications for consistency, keeping all disconnection and reconnection indicators and reporting timelines;
- Other indicators that should be added or changes including additional indicators for the Victorian Default Offer, the best offer notifications and the Payment Difficulty Framework.