Ausgrid, SA Power Networks, and Energex Limited, have paid penalties totalling $120 000 for alleged breaches of life support obligations under the National Energy Retail Rules (Retail Rules), where customers known to require life support equipment unexpectedly lost electricity supply.
Ausgrid paid penalties of $60 000 following the issue of three infringement notices, SA Power Networks paid penalties of $40 000 following the issue of two infringement notices, and Energex Limited paid a penalty of $20 000 following the issue of one infringement notice.
“Protecting customers requiring life support equipment is an AER priority, and we will take appropriate enforcement action where businesses fail to comply with these important obligations,” AER Chair Paula Conboy said.
“An unexpected loss of supply can have serious, and potentially fatal, consequences for customers who depend upon life support equipment.”
The AER issued the infringement notices because it had reason to believe in each case that the life support customer at each premise was not given at least four business days written notice of a planned interruption to electricity supply.
“It is imperative customers receive at least four business days’ notice in writing so they can make plans around any interruption to energy supply to minimise any risk of harm occurring,” said Ms Conboy.
The payment of a penalty specified in an infringement notice is not an admission of a contravention of the Retail Rules. The AER can issue an infringement notice where it has reason to believe a business has contravened a civil penalty provision of the Retail Rules.
Background
The National Energy Retail Law and Retail Rules (which apply in New South Wales, the Australia Capital Territory, Queensland, South Australia and Tasmania) set out key protections and obligations for energy customers requiring life support equipment and the retail and distribution businesses they buy their energy from.
The Retail Rules require that when a premise is registered as having life support equipment, customers are required to be given:
- general advice that there may be a planned or unplanned interruption to the supply,
- information to assist them prepare a plan of action in the case of an unplanned interruption,
- an emergency telephone number for the distributor at no more than the cost of a local call, and
- at least four business days’ written notice of any planned interruption.
To be eligible for these protections, customers must provide their energy retailer or distributor with confirmation from a registered medical practitioner that a person residing at the customer’s premises requires medical life equipment.
Ausgrid, SA Power Networks and Energex Limited are electricity distribution businesses that supply customers in NSW, South Australia and Queensland respectively.