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‘Huge win’ for Keep Me Posted

Tuesday, 06 February 2018
By Print 21 Online Article

Major energy retailer EnergyAustralia is scrapping paper billing fees for all its customers following a 20-month grassroots campaign by pro-paper lobby group Keep Me Posted.

‘Thrilled’: Kellie Northwood, executive director, Keep Me Posted

“It’s a first and it’s a huge win for Australian consumers,” says Keep Me Posted executive director Kellie Northwood. “We are thrilled by EnergyAustralia’s announcement. For the last 20 months, we have encouraged our supporters to write to their service providers to let them know how the fees impact them.

“EnergyAustralia has listened to its customers and is showing leadership in tackling a growing issue for Australian consumers. The discontent is growing, the pressure from the community and consumer groups ramping up, and we strongly urge other companies to put their customers first and axe paper fees in the days and weeks to come.”

Electricity and gas provider EnergyAustralia will scrap all paper bill fees as well as over-the-counter payment fees.

‘Circumstances have changed’: Kim Clarke, EnergyAustralia.

“We’ve had a lot of feedback from customers and the message is clear – people don’t like these fees,” says EnergyAustralia chief customer officer Kim Clarke. “They were introduced to avoid passing on the cost of services many customers don’t use, but circumstances have changed. Over the past year, retail energy prices have increased up to 20 per cent in some states and today, more than ever, every dollar matters for families. So, we’ve listened and are getting rid of charges for paper bills and over-the-counter fees.”

In September 2017, the NSW government announced it would end paper bill charges from energy retailers as part of a series of measures included in its energy bill relief package.

In November, the Federal Government called for submissions to a public consultation into paper billing, which could see the practice of companies charging fees for paper bills restricted or banned.

Keep Me Posted, a coalition of representatives from the print, paper and mail industries, charities, trade unions and community groups, is advocating a total ban on paper fees and has urged companies “not to wait for the legislation to change to do the right thing.”

EnergyAustralia is an electricity generation, electricity and gas retailing private company in Australia that is owned by Hong Kong-based and listed CLP Group.

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