Questions and answers for customers in Integral Energy's supply district

What has happened?

Jackgreen (International) Pty Ltd (Jackgreen) has been suspended from trading in the electricity market by the market operator, the Australian Energy Market Operator Limited (AEMO).

 

To ensure the former customers of Jackgreen continue to be receive their electricity supply, your account has been transferred by AEMO to your local retailer.

 

If you live in any of the following areas, and were a customer of Jackgreen, you have now automatically become a customer of Integral Energy:

 

• Western Sydney
• the Illawarra
• Blue Mountains
• Lithgow
• Hawkesbury
• Southern Highlands
• South Coast (between Wollongong and Ulludulla) 

 

We appreciate this may be a stressful time for former Jackgreen customers. Integral Energy is doing everything possible to minimise your inconvenience.

 

What are retailer of last resort arrangements?

These are special arrangements that are activated to ensure that customers do not have their energy supply disrupted in the event that a retailer becomes unable to continue to supply in the market. Customers that were supplied by that retailer are automatically transferred to the local retail supplier under regulated supply arrangements.

 

What if I am a customer of Jackgreen but I am in the supply area of Country Energy or Energy Australia?

You should contact either Country Energy or EnergyAustralia directly for information specific to their supply areas:

 

• EnergyAustralia           www.energyaustralia.com.au             telephone 137 219
• Country Energy           www.countryenergy.com.au               telephone  132 356

 

If you are unsure about who is your local retailer, please contact Integral Energy on 131 002.

 

Will my electricity supply be disconnected?

No. A plan is in place steps to ensure that your power is not disconnected by the suspension of Jackgreen. Your billing and other customer services will be automatically transferred to Integral Energy.

 

What if I owe money to Jackgreen?

You will still be transferred to your local retailer. At the present time, Integral Energy is not aware of how your outstanding account with Jackgreen will be handled. We suggest that you await further advice from either Jackgreen or its representatives.

 

What do I need to do?

If you were a customer of Jackgreen, please contact Integral Energy on 131 002 to confirm your details and receive advice of the next steps. We will also write to you in the next few weeks to confirm your new arrangements with Integral Energy and to advise you of other available options.

 

If you are an existing Integral Energy customer, you do not need to do anything. You will continue to receive your bills and other customer services from Integral Energy.

When does this come into effect?

You became an Integral Energy customer on Saturday 19 December 2009. This is the date at which you were transferred to Integral Energy by AEMO.

 

Will I still be supplied with a renewable energy product?

No. Your renewable energy supply arrangements with Jackgreen did not continue when you transferred to Integral Energy and you were instead automatically placed on standard supply arrangements to ensure that your supply was not interrupted. This does not however mean that you cannot change your supply to a renewable energy option in the future and Integral Energy will be contacting you shortly to provide you with more information about your available options.

 

When will I get my first bill from Integral Energy?

Former Jackgreen customers will get their first bill from Integral Energy after your next scheduled meter read, as per the usual process.

 

How will my next bill with Integral Energy be calculated?

Your next bill will be based on the data from your electricity meter. From this, Integral Energy will estimate your consumption between Saturday 19 December 2009 (inclusive) and your next meter read.

 

What are the terms and conditions of my supply from Integral Energy?

The terms and conditions of the Integral Energy Standard Form Customer Supply Contract will automatically apply.

 

At what rates will I be billed by Integral Energy?

Small customers will be charged at the regulated domestic, general supply and off peak rates as applicable. Small customers use less than 160 megawatt hours of electricity per annum. As a general rule this will include most households and small businesses.

 

These rates are determined by the NSW Independent Pricing and Regulatory Tribunal (IPART). IPART is an independent body that regulates the maximum prices charge for utility services and provides a fair and transparent review process for electricity businesses to change their regulated prices. These rates are published on Integral Energy’s website under the Energy Price Guide for Standard Form Customer Supply Contracts.

 

Will there be any fees applied to my account as a result of this transfer?

No fees will be charged to customers that transfer to Integral Energy as a result of this event.

 

What if I have life support equipment in my home?

If you are reliant on life support equipment please contact us on 131 002 to ensure you continue to receive your life support rebate with Integral Energy.

 

What will happen to my government concessions?

If you are the holder of pensioner concession card, health care card or you are eligible for any government rebates please contact us on 131 002 with your details to ensure the correct arrangements are applied to your account with Integral Energy.

 

Do I have to remain as an Integral Energy customer?

No. You were automatically transferred to Integral Energy in order to minimise any supply disruptions to you but you can choose to:

 

• remain as an Integral Energy customer on regulated terms and conditions
• accept a negotiated supply agreement with Integral Energy
• accept a negotiated supply agreement within another electricity retailer

 

What if I was waiting to be transferred to another retailer?

This transfer will have been cancelled upon last resort arrangements coming into effect and you will have been transferred to your designated local retail supplier. If you wish to go ahead with your transfer at a later date you will need to reinitiate it with that other retailer.

 

What if I was waiting to be transferred to Jackgreen?

Your transfer will still go ahead. Regardless of the proposed future transfer date, where possible Integral Energy will seek to accelerate your transfer as of the 19th of December 2009. This will require the agreement of your new retailer. If your new retailer agrees to accelerate the transfer you will move  across as of the 19th of December 2009. You will receive a final bill from Jackgreen up to the 18th of December 2009, and your next bill will be from your new retailer.

 

If your new retailer declines the request, you will remain with Integral Energy until your future transfer date. This means you will receive a final bill from Jackgreen up to the 18th of December 2009, and then a final bill from Integral Energy covering the period from the 19th of December 2009 to your future transfer date.

 

What if I have a complaint about or a current dispute with Jackgreen?

Integral Energy is unable to deal with any complaints about Jackgreen or assist with any dispute that you may have with Jackgreen. You will need to continue to communicate with Jackgreen or its representatives on those issues.

 

If you are not able to resolve a complaint with Jackgreen you can contact the Energy & Water Ombudsman NSW (EWON) on freecall 1800 246 545, email omb@ewon.com.au or www.ewon.com.au