Energy retailer complaints increasing

The rising rate of utilities disconnections and complaints revealed by the Energy and Water Ombudsman Victoria must prompt government action to address the underlying causes of energy hardship, according to the One Million Homes Alliance.

The massive increase in energy customers seeking EWOV’s help to deal with disconnection, payment difficulties, or debt collection shows that energy costs are out of reach for more and more households – and that energy retailers are failing to meet their obligations in the supply of these essential services.

“Retailers claim that customers in hardship don’t let them know; but four out of every five people seeking EWOV’s help had first made repeated attempts to sort it out with their retailer,” said Emma King, VCOSS CEO.

“The growing number of complaints about disconnections highlights the unscrupulous practices and cavalier attitudes of energy retailers who are failing to adequately identify and support consumers who experience difficulty paying their bills,” said Emma King.

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