The recently created Electricity Complaints Commission is so busy it needs a document and workflow management system.
Commissioner Judi Jones says since the organisation was launched in January, it has received 1400 complaints about the electricity industry, plus about 500 other inquiries, usually by telephone. Furthermore, some 100 files are under investigation at any one time, she says.
For the commission’s eight staff, including five who specifically deal with complaints, this means “we have more than enough work to do”, Jones says.
The aim of the new system is to create a one-stop shop where customers can get help with complaints about their electricity lines company or power retailer, process the complaints and generate statistics. The system would help track and manage paper documents associated with each enquiry and complaint and also store and manage associated electronic documents.
Jones says the commission presently uses a “basic” Access database system that offers no file management. Better reporting is also needed.
The commission hopes to have the system in place by Christmas.
Jones says she has looked at systems used at similar organisations in Australia and New Zealand. Based on this, she expects to spend $20,000 to $40,000 on the project.