The post-implementation evaluation of the saves protection scheme found that the scheme neither improved nor harmed retail competition and that win-backs were substituted for saves with no overall change in switching activity.
A question remained as to whether there were problems with the customer acquisition process that resulted in a non-level playing field for acquiring retailers, including new retailers. The issues paper below, considered the nature of potential problems with customer acquisitions.
We sought feedback to clarify whether there were problems with the customer acquisition process that could have, potentially, affected the durability of the retail electricity market.
Letter - Pulse to EA: Saves protection scheme24 July 2018
Letter - Pulse to Carl Hansen: Saves and win-backs24 July 2018