EGCC can consider complaints about LPG in cylinders

1 October 2014

Complaints service can help with complaints about LPG in cylinders

Home and business owners who use LPG in cylinders over 15kg can use the Electricity and Gas Complaints Commissioner Scheme (EGCC) to help resolve complaints with the retailing company.

The EGCC has been able to consider complaints about LPG in cylinders since 2005, but this has been clarified in amendments to the Scheme’s rules effective today. The clarification means more companies are required to become members of the EGCC.

“I can only consider complaints about member companies,” says Judi Jones, Electricity and Gas Complaints Commissioner. “I look forward to providing our free and independent service to people who buy LPG in cylinders over 15kg.”

“Several member companies sell LPG in cylinders over 15kg, but there are many more companies who are not yet members,” says Ms Jones. “New members will have access to a process that has help set the standard for complaint resolution in the energy sector.”

EGCC members agree to comply with certain standards of complaint handling. The standards include providing information about their complaints process and meeting deadlines for acknowledging and responding to complaints.

In the past financial year, the EGCC received 4,387 enquiries and 2,070 complaints about electricity and gas companies. Ninety per cent of complaints are then settled between the parties. Where this does not happen, either party can ask the Commissioner to recommend a settlement.

The EGCC is a finalist in the Small Workplaces category of the IBM Kenexa Best Workplaces Survey and Awards for 2014.

ENDS

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