Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:00):
Now we've talked a lot about the health system here
on three point sixty, but this week we've been talking
about some of the complaints that we've received in relation
to a delay in bills from Jacana Energy and communication
around the issue to do with our utilities. Ultimately, some
people have been slugged with thousands of dollars in unpaid
bills despite sending through accurate readings and not receiving a
(00:22):
bill in a timely manner. We can now welcome to
the studio. He's the Minister for Health, but this morning
we want to talk about the portfolio of essential services.
Speaker 2 (00:32):
It is Minister Steve Edgington. Good morning to.
Speaker 3 (00:35):
You, Good morning Katie, and good morning to all the listeners.
Speaker 1 (00:38):
Minister, it has been a busy time now usually we're
talking health, but today I want to really focus on
essential services because this is something that a lot of
people have been in contact with us about in.
Speaker 2 (00:48):
Terms of these bills. Should these bills really.
Speaker 1 (00:52):
Be on people who've done the right thing and provided
that data when it was required, but then they're getting
slugged later down the track through no fault of their own.
Speaker 3 (01:02):
Look, this has been an issue that I've seen an
increase in complaints coming to my office Katie. But what
I do want to say is that I've made it
very clear to Para and Water and to Jacana that
my expectations are that they will deliver good customer service
and they will deal with these complaints in a timely manner.
What concerns me is that there was an increase by
(01:23):
about fifty five percent through the anti electricity retail review
for twenty four to twenty five. Fifty five percent increasing complaints. Wow,
and that's very concerning to me. So what I have
done is written again to Jakana to make it very
clear that my expectations is around dealing with these issues
in a timely way, better communication and finalizing these outstanding
(01:45):
legacy issues around sorry unmeted people are just the complaints
we receive. Is that there are a number of people
and I'm talking around about two hundred and fifty current
matters where people just haven't received their bills in a
timely way. So my expectations are that they will be
dealt with and Jacana need to lift their game when
(02:07):
it comes to customer service.
Speaker 2 (02:08):
And the thing is it has a big impact on people.
Speaker 1 (02:10):
You know, whether you're a senior territorian, whether you're a
young family trying to juggle your bills and you know,
for some people then you're going, okay, well, I know
that bill is going to come at some point, but
then it arrives and it's massive.
Speaker 3 (02:22):
Well exactly, it's like receiving a huge bill about anything.
You know, people expect to receive their bills. I think
some are on monthly, some are on quarterly, but not
to get a bill for three, six or nine months
and get that all in one creates not not any stress,
but it creates a burden on your finances as well.
So yes, there are repayment plans and Jacana negotiating repayment
(02:44):
plans with people, but it's just not good enough. We
need to have customers receiving their bills in a timely manner.
Speaker 1 (02:50):
I mean, we've been talking about these issues with Jacana
Energy and also with power water. People are starting to
really sort of desert the locally owned utilities as well
to go to rim fire.
Speaker 3 (03:00):
Is that a concern, It's a great concern.
Speaker 1 (03:03):
You.
Speaker 3 (03:03):
Jakana is a government in corporation. Power and Water is
a government in corporation, and so is Territory Generation. So
customers that decide to move, the real question is why
are they getting a better deal or is it dissatisfaction
with the service that they're getting from Jacana. So these
are real worrying points in Jacana need to get to
the bottom of it and ensure that their services are above.
Speaker 2 (03:25):
I mean, it sounds like you're putting them on notice.
Speaker 3 (03:27):
Well, I have put them on notice, Katie. It's one
of these things that we hear complaints in my office
and if they're getting all the way through to my office,
what it says is that it hasn't been dealt with
at the lowest level possible. So escalating it through my
office gives me a message that something hasn't been dealt
with at the earliest opportunity.
Speaker 1 (03:45):
Now I know that a petition's been launched in Alice
Springs by one resident who copped a bill of thousands
of dollars saying that the debt should not be on
them given the delay and the lack of communication from Jakana.
What is your advice on this.
Speaker 3 (04:00):
Well, my advice is that continue to have those conversations
with Jacano. I know that there are policies in place
around how long that debt's been outstanding, whether there was
billing for a long period of time, nine twelve months.
These are the issues that Jakana should be working directly
with that customer to find a solution in accordance with
the policies that they have.
Speaker 1 (04:20):
I mean, given the issues to do with the smart meters,
does it show they've been a bit of a fail.
Speaker 3 (04:26):
Well, I don't think it's been a fail. What it
does show, as I said, there's around about two hundred
and fifty odd outstanding matters at the moment, there are
a large number of customers. Like many computer systems, and
we can talk about different computer systems, there has been
some teething issues when it comes to the transition of
data from power and water through to Jakana to ensure
(04:48):
that the billing is correct in the scheme of things.
It is a small number, but any number that affects
customers is the critical issue that we need to get
to the bottom of it.
Speaker 1 (04:58):
We've just had a message come through from Bill in Gray.
He said, Katie, can you ask the minister why power
bills come from interstate?
Speaker 2 (05:06):
That's if you actually get one.
Speaker 3 (05:08):
Yeah, some of the billing and there was an issue
not long ago around with the messaging. I think there
was text messages sent out just a couple of weeks
ago which were wrong as well, but some of that
work is contracted out to other providers to assist with
that process.
Speaker 1 (05:24):
It is adjusted there significantly. Like underfunded Jacana, do they
need more staff?
Speaker 3 (05:30):
No, Jacana is in fact a going concern, so they
are making money. What we need to do is get
to the very bottom of these customer issues, get on
top of it, and get on top of it fast.
Because my expectation is if Jacana doesn't have the data
to do billing, then they should be meeting daily, if
(05:51):
not weekly, with Power and Water to ensure that the
data they need to build someone is there and dealt
with on the shot.
Speaker 1 (05:57):
Well, this is the worry, isn't it Like if Power
and Water's not got the data to them and then
they're not able to issue those bills. I mean, obviously
Jacana's sort of in the firing line, but it sounds
like Power and Water needs to step up to.
Speaker 3 (06:08):
Look it's in my view, Power and Water and Jacana
need to work very closely together to get to the
bottom of these complaints. Because I've sent a very strong
message to Power and Water and Jacana, it's just not
good enough. I want to see good customer service, and
I want to see people getting their bills in a
timely manner. I don't want to see people getting a
bill before Christmas or before critical times in their life
(06:31):
where they're faced with a bill that they simply can't pay.
Speaker 2 (06:34):
Bill.
Speaker 1 (06:35):
Sorry, Bruce has just messaged through and said I haven't
got a bill from Jakana since December twenty twenty five,
even though I've emailed them.
Speaker 3 (06:45):
That's a great concern. And if he hasn't had a
bill since December, these are the issues that we're talking
about today, Katie. I've sent a very strong message to
Jacana that we need to get to the bottom of
this and get to the bottom of this quickly, because
enough is enough.
Speaker 1 (06:59):
What assurance can you give our listeners this morning, you know,
to anybody out there that's going well, I haven't received
a bill for months. I'm wondering what the goal is.
I'm really worried about how much it's going to be.
Speaker 2 (07:09):
What do I do?
Speaker 3 (07:11):
Look, my advice is to continue having that discussion with
Jacana or par and Water. At the moment, I have
advice that Jacano are out and about in the community
to try and resolve these matters.
Speaker 2 (07:21):
So what they're going to be doing some public.
Speaker 3 (07:22):
So they will be out in public areas to work
with customers that have issues. They're at Nightcliff today from
the Nightcliff Shopping Center from nine till two pm. On
the twelfth of March. They'll be at the Alla Springs
Your Parenia Center from nine till two North Lakes on
the seventeenth. So this list of where they will be
should be up on the website. I encourage people, if
(07:44):
they do have issues and they have time to go along,
have a chat to Jacana face to face and that'll
help to get to the bottom of.
Speaker 1 (07:51):
The most I might steal that list off you before
you leave so that we can let our listeners know
as well, because I think they really do like they
actually want to speak to someone face to face, able
to have that discussion.
Speaker 3 (08:01):
That there's no better way to solve any complaint than
sitting down face to face working through the issues until
they're resolved.
Speaker 2 (08:07):
Awesome.
Speaker 1 (08:08):
Well, I will make sure that our listeners are aware
of these dates so that they're able to go and
catch up with Jakana now before I let you go,
I know public housing has been a big topic of
discussion here for us. Have you got an update on
what the government's doing in relation to action around tenant accountability, Katie?
Speaker 3 (08:25):
What I will say is we have released our Tenant
Accountability Policy statement. Look, we're asking tenants to abide by
three simple things. Look after the property, pay your rent,
and be good neighbors.
Speaker 2 (08:37):
Seems like common sense to me.
Speaker 3 (08:39):
Stave, that's what we've been doing with you.
Speaker 2 (08:40):
Why is common sense not so common.
Speaker 3 (08:43):
Well, Katie, Look, these are many there's many long standing
issues when it comes to tenant accountability. What I said
in Parliament, I think it was in March last year
that we were working on these issues. What we have
done is had a team within Housing working constantly on
the issues. But I do want to remind people there's
(09:03):
a lot more to be done. And whilst we have
done some fantastic work and I do have some of
the numbers around clearing debt evictions, dealing with the issues
that are affecting neighbors. So we are working on these issues.
Some of the processes. We do have complaints every now
and then around processes and some of the issues around
(09:25):
a tenant responsibility, particularly with those serious matters. There is
a process that needs to be followed and that goes
right through to NTCAP when it comes to evictions.
Speaker 1 (09:34):
Look, we caught up with a frustrated Palmerston resident on
a few occasions. Actually now she'd spent months a year
going through the process trying to get problem neighbors next
door moved on. Eventually it happened, but it took a
long time and a lot of stress. Why do these
processes take so long if you've got a nightmare neighbor.
Speaker 3 (09:56):
There's a whole range of issues with the neighbors and
some of the things around complaints as well. What we
need to do is work with the community because sometimes
whilst we receive information, what we need is evidence to
be able to put to NTCAT. Sometimes we might receive
a phone call. What we need is some hard evidence
to take to NTCAT, but also to take that to
(10:19):
a tenant and have those conversations with them about their
responsibilities as a tenant. Because there's issues around visitors. We
know that there's been anti social behavior and alcohol issues
and that's why we've made twenty seven homes restricted premises
and these are some of the tactics that we're using
at the moment where there are problem tenancies, we are
(10:41):
taking the steps under the LIQUORAC to make them restricted
premises so that no alcohol can be consumed on those properties.
Speaker 1 (10:50):
So it's not a policy that all public housing is restricted.
Like you can actually drink on side if you are
in a public housing residency.
Speaker 3 (10:59):
That's right. What we do rather than make a blanket approach,
look at alcohol is not illegal and everybody's entitled to
have a beer if they want to. What we want
to do is clamp down on those that are excessively drinking,
not being good neighbors, not looking after their property, causing
disturbances in their area. If it gets to the stage
(11:19):
where the anti social behavior continues, what we will do
is go to the liquor, to the licensing ent and
make applications to make that restricted premises and that'll cut
out any alcohol consumption on those premises and if there is,
it gives the police the ability to take action.
Speaker 1 (11:36):
If you have just joined us in the studio with
me this morning, is Minister Steve Edgington. Now I do
want to ask you before you go the lack of
the weather radar.
Speaker 2 (11:46):
In Tenant Creek.
Speaker 1 (11:47):
It's been raised as a problem on numerous occasions over
the last couple of weeks. Certainly given the emergency situation
in the Barklay and Central Australia region. What can be
done and what work are you doing to try to
rectify this issue? As I understand that you know those
rain radars do fall under the Bureau of Meteorology, which
is a federal responsibility. But as the local member, what
(12:08):
can happen here?
Speaker 3 (12:09):
So this is a long standing issue, Cadie. If we
go back to twenty fifteen, the weather radar Intenet Creek
was decommissioned. It's been a long standing issue. The Barkley
Regional Deal was signed off in the thirteenth of April
twenty nineteen and there was seventeen point nine million dollars
committed to build a new weather radar in Tenant Creek.
So when we talk about twenty nineteen, here we are
(12:31):
nearly seven years later, not one shovel, not one shovel
has hit the ground.
Speaker 1 (12:36):
How is that the case, Because that's across successive governments
as well.
Speaker 3 (12:40):
Exactly, And yes, we've had COVID, we've had those issues.
My understanding at the moment is there's some issues with
land tenure that are being resolved at the moment, but
I've made it. Hey, what's the guy Intennet Creek subject
to native titles? So there is land which is subject
to native title. The land tenure needs to be sort
(13:00):
of that. But look, it's been going on far too
long what we have at the moment with the floods
across the Barkley, We've had residents affected, We've had small
business affected, and of course our pastorals have been affected
as well. What people want to be able to do
when there's a weather event is to look what the
weather radar is telling them, to get real time information,
and we haven't been able to do that for over
(13:22):
ten years. And it's just not good enough.
Speaker 1 (13:23):
I mean, a land tenure issue since twenty nineteen. Why
on earth is it taking so long to get sort of.
Speaker 2 (13:30):
Do you reckon?
Speaker 3 (13:31):
Well, I don't know, I don't know if that's I
don't know if that's the only issue what I'm hearing.
But what I'm expecting is that this is a federal project.
I'm expecting Melanderry McCarthy and Marian scrimmage A to step
up and get to the bottom of this. I want
to get to the bottom of it. We all need
to get to the bottom of it for the safety
and security of all residents in the barklay Well.
Speaker 1 (13:53):
Steve Edgington, we have got you on the week that
was tomorrow, so we might talk a little bit more
about the Acacia T system and some of those health
issues as well tomorrow. I really appreciate your time. Thanks
so much for joining us on the show.
Speaker 3 (14:06):
Thanks Katie, Good morning to everybody.
Speaker 2 (14:08):
Thank you. We'll see you tomorrow.