Information for Jackgreen (International) Pty Ltd. Customers
Jackgreen (International) Pty Ltd has been suspended from operating by the Australian Energy Market Operator (AEMO) effective 18 December 2009.
As the Retailer of Last Resort, a compulsory transfer of around 11,000 customers in Country Energy’s distribution area has occurred under provisions of the NSW Electricity Supply Act 1995 and NSW Electricity Supply (General) Regulation 2001.
What does this mean for me?
The compulsory transfer will allow the affected customers to continue to be supplied with electricity and to protect the interests of customers while the market changes are managed.
This transfer will occur automatically and will not require customers to do anything.
Under the relevant legislation, you will automatically transfer to regulated retail electricity prices under a Standard Form Contract with Country Energy.
Country Energy would like to assure all transferred customers that protections are in place to ensure your power will not be disconnected.
Customers don’t need to do anything at this stage - Country Energy's current focus is on ensuring customer details are transferred from Jackgreen.
Country Energy will write to affected customers in the coming weeks to explain what this means for their energy accounts and the options available to them. These include:
- Requesting one of Country Energy’s accredited GreenPower products
- Remaining on Country Energy regulated retail prices - approved by the NSW Independent Pricing and Regulatory Tribunal (IPART)
- Negotiating an electricity contract with another retailer.Country Energy will waive its normal disconnection processes for three months to allow a smooth transition for transferring customers and ensure the continued supply of essential energy services.
What do I need to do?
Customers should be reassured they don't need to do anything at this stage, and should wait to receive the letter notifying them of the options available.
If I have a complaint about, or current dispute with, Jackgreen, what do I need to do?
Country Energy is unable to deal with complaints about Jackgreen, or assist with any dispute that a customer may have with Jackgreen. The customer will need to continue to communicate with Jackgreen on those issues. If the customer is not able to resolve a complaint with Jackgreen they can contact the Energy & Water Ombudsman NSW (EWON) on Freecall 1800 246 545, email omb@ewon.com.au or visit their website http://www.ewon.com.au.
Will I still receive a bill from Jackgreen for my electricity? Why am I receiving two bills from different retailers?
Former Jackgreen customers who have been transferred to Country Energy may receive two bills - one will be from Jackgreen for the electricity consumed by you up until 18 December 2009. The other will be from Country Energy, the Retailer of Last Resort that has supplied you with electricity from 19 December 2009. You are not being charged twice for your electricity. The two bills represent your final Jackgreen bill and your first bill with Country Energy. The timing with which you receive your first bill from your new supplier will be dependant on your next scheduled meter read. If you have recently had a meter read, you may not receive your first bill from your new retailer for a few months.
What do the charges on the two bills represent?
The bill from Jackgreen is for electricity you consumed from the date of your previous Jackgreen bill until 18 December 2009. It may also include any unpaid amounts from previous bills.
The bill from Country Energy will include electricity consumed since 19 December 2009. It may also include arrears for unpaid amounts if you did not pay a bill when you were previously with Country Energy. The arrangements for each retailer will vary. In the first instance you should contact Country Energy if you wish to clarify any outstanding amounts and, if applicable, to discuss options for entering into a payment plan, which will allow you to pay your bill by instalments over a period of time.
It is important to remember to contact your new retailer to ensure that your address and other relevant details, such as rebate information (energy, life support or medical cooling), are correct. If your rebate is not included on your bill please contact your new retailer and provide them with the required details. If you qualify for any of the rebates and they do not appear on your bill, your retailer will back date your rebate payments to 19 December 2009 once you have provided them with the required details.
How much can Jackgreen charge me?
You must pay for the electricity you have consumed. However, a retailer is only permitted to charge you for a maximum period of twelve months if they have not issued you with a bill during that period.
If you have not received a bill from Jackgreen during the past twelve months, or have never been billed by Jackgreen, you are entitled to ask for an extension of time to pay this bill and can only be charged for your electricity for a period of up to twelve months.
For example, if Jackgreen has not issued you with a bill for more than twelve months, and you receive a final bill for electricity for a period of two years, Jackgreen can only charge you for the last twelve months of supply and Jackgreen is required to give you an extension of time to pay the bill.
What happens if I don't pay these bills?
If you do not pay your final Jackgreen bill or make an arrangement to pay the bill by instalments, Jackgreen or its receivers may choose to take other steps to recover outstanding monies from you, for example by referring the matter to a debt collection agency or by taking legal action.
If you were already on a payment plan with Jackgreen you must pay your final bill from Jackgreen in accordance with the terms of that payment plan.
If you are unable to pay your bill with your new retailer (EnergyAustralia, Integral Energy or Country Energy) you should contact that retailer to discuss your options and make some arrangement to pay that bill (for example, by entering into a payment plan). Your new retailer will be able to explain other options that may be available to you to help you reduce your energy consumption or determine if you are eligible for a rebate and other assistance. If you do not contact your retailer, the retailer may charge you a late fee and eventually may even take action to disconnect your electricity supply.
What happens if I cannot afford to pay both bills?
You should contact Country Energy if you are having difficulty paying your bill on 13 23 56. Country Energy is able to offer a range of options to help you including payment plans or, where appropriate, enrolling in our Country Support hardship program.
The NSW Government has a scheme in place designed to help people who are experiencing difficulty in paying their home gas and/or electricity bill as a result of a crisis or emergency situation. The scheme is aimed at helping people in such situations to stay connected to essential energy services.
The Energy Accounts Payment Assistance (EAPA) scheme operates through a voucher system with each voucher worth $30. EAPA vouchers are issued by a participating Community Welfare Organisation (CWO) such as St Vincent de Paul, the Salvation Army and Anglicare. Those requiring assistance may apply to a CWO which will consider their claim and, if appropriate, provide assistance. The CWO assesses the customer's situation and determines each case based on individual circumstances. Customers can use EAPA vouchers at their energy supplier's payment centre, at most Australia Post Offices, or by posting them to their respective retailer for processing. The retailer will credit the value of the voucher towards the customer's bill.
A customer can find their nearest CWO from the list of participants available at
www.industry.nsw.gov.au/energy/files/info_payment_dwe_cwo_list_aug07.pdf or by contacting the Energy Customer Programs & Concessions team on freecall 1300 729 867.
For more information
Customers who wish to make further enquiries with Country Energy:
Phone: 13 23 56
Email: jackgreencustomers@countryenergy.com.au
(Please send your name and a contact phone number and one of our customer services advisers will call you back)
Detailed information is also available on the NSW Industry and Investment website :
NSW Industry & Investment Website - Information for Jackgreen Energy subscribers
