Electricity

Audits & Reviews

The Commission has periodically used compliance audits to investigate specific areas that it believed warranted such review. The compliance and enforcement functions of the Commission are considered to be vital aspect to its regulatory role in the electricity supply industry. In particular, without a strong approach to compliance matters, the licensing system, as established under Part 3 of the Electricity Act 1996, will be largely ineffective.

  1. Audits & Reviews

    1. Review of Standard of Telephone Response Service 2003

      In early 2003, the Commission undertook a review of the standard of telephone response services provided by AGL SA and ETSA Utilities. This followed advice to the Commission that some customers had, in late 2002, been experiencing significant delays and congestion when attempting to contact either AGL SA or ETSA Utilities.

      The attached report provides a summary of the review process and the steps taken by the businesses to achieve the required performance standard set out in the Energy Retail Code and Electricity Distribution Code respectively (viz 85% of calls to be answered within 30 seconds).

    2. AGL SA Billing Issues 2003

      In April 2003, the Commission appointed KPMG for the conduct of a regulatory compliance audit relating to AGL SA's compliance with certain key aspects of the Electricity Retail Code relating to customer billing. This work was commissioned as a result of a significant level of customer complaints over AGL SA's use of estimated bills (rather than bills determined by an actual meter read) in the period March/April 2003, and the frequency of billing (small customers should be billed on a quarterly basis).

      The KPMG report outlines the objectives, approach and results of the audit undertaken. The audit found that AGL SA breached the Retail Code by issuing erroneous bills during March 2003, and also identified other problems with the regulatory compliance system.

    3. Compliance Audits

    2. Back to top

Projects

More projects RSS

Latest Publications

SA GovGovernment of South Australia