Outcome:	1. Environment			Question No: 32
Division/Agency: 	Office of the Renewable Energy Regulator
Topic: 	Renewable Energy Register

Hansard Page ECITA:	95

Senator Wong asked:

Can you provide us with the log of the complaints in this financial year to date?

Answer/s:

A log of the telephone calls and emails received by the Central Renewable Energy Certificate Registry (REC-registry) Helpdesk is provided to the Office of the Renewable Energy Regulator each month.

Of the 1362 calls and emails received over the eleven month period from July 2003 to the end of May 2004 there were 44 that could be categorised as complaints. Ten of those complaints related to database searches, eighteen to REC creation/validation/transfer matters, five to user name and password issues, three to invoicing/accounts, three to system faults and five to other matters.

For the ten complaints relating to database searches, the complaints were received infrequently over the period with no complaints recorded in several of the months. The majority of complaints were received during peak periods when user load in the registry is typically high and the performance of the registry can be slightly slower (typically November to December).

In the 2004 calendar year, two complaints have been received to date, both relating to bulk searches. The helpdesk log indicates that both complainants were advised on alternative ways to extract the requested information.