On a sweltering January day in the Australian central outback, Joe Heard was returning home from work with a fever when, without warning, the power went out.
An Alice Springs resident had not received a bill from energy provider Jacana for six months before his electricity was unexpectedly cut off.
Hurd said she suffered from nausea and vomiting as she tried to restore power, leading to a fumble between Jacana and power distribution company Power and Water Corporation (PWC).
Joe Heard said it was “pretty unpleasant” to have the electricity cut off without warning. (ABC News: Xavier Martin)
Both Jacana and PWC are Northern Territory Government-owned businesses. A much larger customer base than the Northern Territory’s only other energy retailer, a private company rimfire energy.
“It’s not a phone call, it’s not an e-mail, it’s not a letter, it’s not a phone call, it’s not a letter, I think it’s pretty disgusting to have someone hang up on you without even trying to contact you,” Hurd said.
“We had already put money aside, but we know there are a lot of people who aren’t in a financial position to do that.
“when [the bill] I’m here, I’m a little shocked. ”
Several Alice Springs locals have reported billing issues related to energy provider Jacana. (ABC News: William Green)
Dozens of other Alice Springs residents have also contacted the ABC about Jacana’s billing issues.
Some people reported not receiving a bill for 12 months and then being threatened with a power cut unless they signed up to a payment plan that they said was unpayable and onerous.
Started by local mother Bethany Tudor Cooper Online petition claims received $4,400 bill After 15 months of silence from Jacana.
Despite the retailer’s admission of fault, Jacana said: He demanded that she repay the bill at an interest rate that she could not afford.
There is very little competition in the Northern Territory’s energy retail sector, so multiple households They told ABC they felt trapped.
Counselor points out the risk of “food security issues”
Financial counseling service Lutheran Care is serving a growing number of Alice Springs residents The charity’s Central Australia operations director said it was seeking help with energy debt. Samara McDonald.
Samara MacDonald said the number of customers seeking help with their electricity bills has increased. (ABC News: Xavier Martin)
”[Clients are] Come to us for our support, to help us reunite, to pay off our debts, and [we] Advocate on their behalf about the right amount to pay and what they can afford,” she said.
”[Being disconnected] Which leads to other problems…not being able to put food in the fridge, which leads to food security issues.
“We can see and understand the impact. [energy debt is] The things we can support are definitely increasing. ”
According to Latest report card from peak industry body Australian Energy Consumers’ Association According to the (ECA), Territories residents are less satisfied with their energy providers than people living in other Australian jurisdictions.
Survey results announced by ECA A December survey found almost 20 per cent of Northern Territory households surveyed reported contacting their provider about difficulty paying their bills.
Of customers in the Northern Territory In the survey, 22% said they were “somewhat” or “very dissatisfied” with their payments. Support options provided by energy retailers.
Caused by “technical problem”
Jacana acknowledged in a statement that there were a “small number” of customers who experienced delays in receiving their bills last year “due to technical issues” in the retailer’s billing process, but the provider said those issues have continued since then. Resolved.
However, multiple Alice Springs residents told the ABC that Jacana The supplier accused PWC of not providing meter readings on time.
In response to this claim, a PWC spokesperson said that PWC provided the retailer with metering data “within the stipulated period.”
PWC said There was a delay “In a small number of cases” due to “complexities associated with individual customers and system processes”.
The provider said technical issues were involved in billing delays some Jacana customers reportedly experienced. (ABC News: William Green)
“We are working with retailers to resolve outstanding issues as quickly as possible,” the spokesperson said.
Acting NT Ombudsman Bronwyn Haake said her office had seen a “slight increase” in complaints about Jacana and PWC following recent upgrades, including reports of billing delays.
Customers who want to switch their provider to Rimfire will need a smart meter. Smart meters are required in many areas. Despite PWC’s push to install them across the Northern Territory, they are not installed in every home.
A PWC spokesperson said: I was expecting a smart meter The installation program is expected to be completed across the Northern Territory by 2029.