Consumer Rights and Essential Service Advocacy Training
The WACOSS Consumer Utilities Project held a series of six free workshops in the first half of 2008 on consumer rights and essential service advocacy. The free training sessions offered new insights, valuable information and opportunities to mingle with colleagues who support utility consumers (electricity, gas and water services). The training was held in Geraldton, Kalgoorlie, Port Hedland, Albany, Mandurah and Perth.
Water Corporation Workshops
The WACOSS Consumer Utilities Project, in conjunction with the Water Corporation held a series of three workshops in 2007 examining various aspects of consumer protection for water consumers in Western Australia. The workshops focussed on the following three areas:
- The Water Corporation Customer Charter and Consumer Protection
- Tenants and the Water Corporation
- The Water Corporation and Credit Management
Full reports regarding th content, outcomes and recommendations of each of these three workshops can be found on the Publications page of the Consumer Utilities Project website.
Consumer Utilities Project Training
"Your Utility Questions Answered"
The WACOSS Consumer Utilities Project provided two training sessions during May 2007. The training provided a broad overview of issues surrounding essential services and consumer protection, enabling participants to better assist clients experiencing financial hardship and utility debt.
The trainings focussed broadly on the following areas:
- Making the Connection
An overview of the essential nature of utility provision and the connections between utility debt, financial hardship and social disadvantage.
- Consumer Protection and Utility Regulation
Appropriate regulatory protections set out the rights of consumers and the obligations of retailers to their customers, including those experiencing payment difficulties and financial hardships.
- Energy Ombudsman
The Energy Ombudsman plays a key role in the delivery of consumer protection. The training will provide an overview of the Energy Ombudsman and information on how to use the ombudsman scheme effectively.
- Utility Hardship and Credit Management Policies
Knowledge of these policies is important in assisting clients who are having trouble paying a bill or have accumulated large bills over time. The training will explain how utility providers interpret the customer’s rights and obligations.
- Utility Assistance Schemes
An overview of how to make the best use of the utility assistance schemes and an opportunity to provide feedback.
- Advocacy Skills and Real-Life Situations
Working from real-life case studies participants learned how to apply their knowledge and assist their clients in resolving their utility issues.
Regional Training
During February and March 2006, the WACOSS Consumer Utilities Project ran a number of free training sessions in regional areas across the State. The issued covered in the training include;
Code of Conduct
The Code of Conduct is a key regulatory protection for all electricity household consumers. It sets out the rights of consumer and the obligations of retailers to their customers. The Code of Conduct contains rules about disconnections and reconnections, billing etc.
Western Power Hardship Policy
The Hardship Policy outlines the minimum standards Western Power will adopt in relation to dealing with residential customers who lack the capacity to pay a bill due to financial hardship or payment difficulties. The training will explain how Western Power interprets customers rights and obligations.
Western Power Assist Scheme (including special assistance round)
Some key changes have been made to the Western Power Assist Scheme this year, in particular to help rural and regional ER agencies access the scheme. The training will provide an overview of how to make the best use of the scheme and take feedback from agency staff about how useful it is.
Energy Ombudsman
The Energy Ombudsman plays a key role in the delivery of consumer protection, by providing a free and independent dispute resolution service. The training will detail the role and responsibilities of the EO and provide information on how to use the ombudsman scheme effectively to resolve consumer complaints.
Water complaints resolution
If water consumers are unable to resolve an issue with their water provider, there is a free dispute resolution scheme they can access. The training will details who currently handles water complaints, and how you and your clients can access this service.
Country Water Pricing
A State Government Agency (the Economic Regulation Authority) are currently examining country water prices. Some of the issues they are looking at include; whether or not people should pay more or less for water, what concessions are and should be offered, and how to structure prices- balancing fixed and consumption accounts. You can provide your feedback on this issue to the Consumer Utilities Project to ensure your client’s views are heard.
Utilities Consumer Rights and Advocacy Skills
An overview of models and techniques that people working with utilities consumers can utilise to achieve positive outcomes for their clients. This training session will be useful for people who have worked on utility issues for a number of years as well as those who have recently commenced work in this area.
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