On 17 December 2019, the AER published the draft Customer Service Incentive Scheme (CSIS). The draft CSIS sets out a principles based framework for the AER to consider incentive designs that distribution network service providers (distributors) will develop in consultation with their customers. The objective of this scheme is to provide distributors with an incentive to deliver customer services in accordance with the preferences of their customers.
Draft decision
AER - Draft Customer Service Incentive Scheme - 17 December 2019
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AER - Draft Customer Service Incentive Scheme - Explanatory statement - 17 December 2019
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Submissions
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Interested parties were invited to make a submission on the draft CSIS by the close of business on 14 February 2020.
Ausgrid - Submission on the draft Customer Satisfaction Incentive Scheme - 14 February 2020
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AusNet Services - Submission on the draft Customer Satisfaction Incentive Scheme - 12 February 2020
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Brotherhood of St Laurence - Submission on the draft Customer Satisfaction Incentive Scheme - 14 February 2020
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CitiPower, Powercor & United Energy - Submission on the draft Customer Satisfaction Incentive Scheme - 14 February 2020
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Consumer Challenge Panel - Submission on the draft Customer Satisfaction Incentive Scheme - 14 February 2020
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Customer Service Benchmarking Australia - Submission on the draft Customer Satisfaction Incentive Scheme - 14 February 2020
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Energy Networks Australia - Submission on the draft Customer Satisfaction Incentive Scheme - 10 February 2020
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Energy Queensland - Submission on the draft Customer Satisfaction Incentive Scheme - 13 February 2020
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ENGIE - Submission on the draft Customer Satisfaction Incentive Scheme - 14 February 2020
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TasNetworks - Submission on the draft Customer Satisfaction Incentive Scheme - 12 February 2020
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Late submissions
We received one late submission.
Red Energy & Lumo Energy - Submission on the draft Customer Satisfaction Incentive Scheme - 21 February 2020
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