New Energy Ombudsman – a Queensland first

In a first for Queensland, a new Energy Ombudsman has been appointed to help consumers by offering a free, fair and independent service as the electricity industry in Queensland opens up to competition today.

Mines and Energy Minister Geoff Wilson said consumers would have someone to turn to if they were in dispute with their electricity retailer.

“That’s only one of Ombudsman’s roles. He will also keep watch on electricity retailers in the market to weed out any unscrupulous operators,” Mr Wilson said.

The Minister announced today that Barry Adams, the former director of the Energy Consumer Protection Office would be the new Energy Ombudsman.

Mr Adams has had a strong customer focus and comes to the job with more than twenty years’ experience in the public sector. He established and led the former Energy Consumer Protection Office.

“Mr Adams knows the issues, and more importantly, he knows how to handle them. He has worked outside government as an owner of a number of private businesses and that’s given him a sound perspective from the consumer and business side of the fence.

“His experience in establishing and running the Energy Consumer Protection Office makes him the ideal choice to lead the Office of the Energy Ombudsman,” Mr Wilson said.

As the Energy Ombudsman, Mr Adams will provide a free dispute resolution service for domestic and small business electricity and gas consumers who have not been able to resolve a dispute with their energy supplier, and who can’t afford to pay for legal help.

“The open energy market is encouraging more energy retailers to Queensland to offer savings and other benefits to customers,” Mr Wilson said.

“Consumers will benefit from the added protections of an Energy Ombudsman not only to handle disputes between consumers and retailers but also to clarify their rights and responsibilities,” he said.

Mr Adams said he was excited at the prospects of leading the new consumer dispute resolution service in Queensland’s changing energy landscape.

“I’m looking forward to the challenges ahead. I want consumers to feel they can enter the energy market with confidence, knowing that there is help at hand if it’s needed,” he said.

Mr Wilson said other protection measures for consumers under full retail competition included a ten business day cooling off period which gives customers the right to change their mind and a new marketing code of conduct to protect people from unscrupulous marketing practices.

“Clever retailers will be out there, doing the right thing and trying to attract more customers, not lose them.

“The best advice is to shop around for the best deal. Some of the big retailers are already offering discounts and deals of between 5% to 10% off the electricity bill.

“Naturally the competition will be most fierce in the more densely populated south east corner, but over time as competition heats up, there will be vigorous and open competition along the eastern seaboard in major regional centres.

“Retail competition has been successful in other states and that’s what we expect to happen here,” Mr Wilson said.

The Minister said even though ENERGEX and Ergon Energy had relinquished their retail arms, they would still be in the poles and wires business.

“They’re still the ones to call if you are having problems with your electricity supply. Nothing changes there,” he said.

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