EnergyAustralia audit findings

Key audit results 2018–19

1. EnergyAustralia could not show us they had consistently obtained customers’ consent over the phone before switching customers to their plan. 
2. EnergyAustralia could not show us they had consistently trained their marketing representatives.
3. The audit also covered whether EnergyAustralia applied payment plans to financial hardship customers but did not find any issues.

Recommended actions

We looked into the causes of these findings and recommended that EnergyAustralia: 

• Have better oversight over the record keeping practices at the external marketing agencies they engage.
• Regularly monitor the timely completion of training by all marketing representatives.

Next steps

We continue to closely monitor EnergyAustralia’s compliance and can take a range of compliance and enforcement actions in response to these audit findings. 

EnergyAustralia will be audited on their compliance with the new Payment Difficulty Framework in January 2020. 

Read more about our Compliance and Enforcement approach and priorities.

Auditor: PricewaterhouseCoopers
Audit period: 1 January – 30 June 2018
Audit history: This was their third audit since 2016 which followed up on past audit findings.