Momentum Energy Pty Limited (ACN 100 569 159) wrongful disconnection enforceable undertaking 2023

We accepted an enforceable undertaking from Momentum Energy about protecting customers against wrongful disconnection of their energy supply. 

Momentum Energy's enforceable undertaking to protect customers against wrongful disconnections

The Essential Services Commission has accepted a court enforceable undertaking from Momentum Energy over allegations it unlawfully disconnected electricity to the home of a family violence victim-survivor experiencing financial difficulties. The disconnection is alleged to have been caused by an IT systems error. 

Under the enforceable undertaking, Momentum Energy will:

• perform a training needs analysis to review and ensure staff have the skills, knowledge and abilities to comply with the energy disconnection regulatory requirements.
• review, and if required update, all training materials, procedural documents and supporting material which address energy disconnections to ensure they reflect best practice.
• manually review all disconnection for non-payment orders that are raised by staff.