Annual Report 2009-2010 Utilities Commission
Tabled paper 1065
Tabled papers for 11th Assembly 2008 - 2012; Tabled papers; ParliamentNT
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19 September 2010 3.51 The poor performance in the Darwin region was attributed by PWC to the problems with the Casuarina zone substation in late 2008, and outages associated with the subsequent repairs and maintenance. Of course, the system black also contributed to the poor performance. 3.52 PWC is also required to report on customer service indicators for electricity network and retail service performance. Customer service indicators include the time taken to connect a property to the network, the time taken for telephone calls to be answered by an operator, and the number of customer complaints (about network and retail services). 3.53 In 2008-09, the Commission found that PWC Networks connected 99.2 per cent of existing properties to the network within 24 hours, and 91.3 per cent of properties in new subdivisions within 5 working days. This is better than the agreed standards of 98 per cent and 90 per cent, respectively. However, the standard for connecting properties in new subdivisions where minor extensions or augmentation is required was not met, with 66.5 per cent of connections taking more than 10 weeks, compared to the agreed standard of 35 per cent of connections. PWC attributes this result to the diversion of resources to the RAMP program. 3.54 PWC recorded 2 235 complaints from customers in 2008-09 about electricity retail and network performance. The most common matters for complaint were billing, level of service and pension concession. The number of complaints as a percentage of customers in 2008-09 was 3.2 per cent. It was noted, however, that during major outages, PWCs telephone complaint system can be overwhelmed, resulting in an unknown number of callers abandoning their attempts to complain. Development of performance reporting 3.55 The Commission has increased its focus on reporting of technical performance and outcomes. 3.56 Regular and comprehensive public reporting on power system performance is a feature of the electricity supply industry elsewhere in Australia. The AER publishes an annual State of the Energy Market report to provide a high level overview of energy market activity in Australia, and supplement the AERs extensive technical reporting on the energy sector. The AEMO publishes detailed reports on the operation of energy markets, notably the National Transmission Statement and Electricity Statement of Opportunities. 3.57 In developing performance reporting in the Territory, the Commission anticipates further changes to the approach and content of the annual Power System Review in response to the findings of the series of reviews being undertaken by the Commission during 2010 for the Treasurer. In particular, the Commission anticipates future Power System Reviews will provide more detailed data and analysis of power system performance, reliability and security. 3.58 The scope of the Power System Review is an evolving project. The Commission considers that collating and analysing all data relevant to system capacity and performance in a single document will assist participants in the electricity supply industry, and the community, to make an informed view about performance and trends in the Territorys power systems. However, the Commission is concerned about the capacity of PWCs current processes and systems to provide the necessary
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