Billing errors and charges
Lesley's story: disputed estimated billing and solar feed-in tariff
Dog-owner Lesley disputes the accuracy of her bills and the application of solar credits
Lesley repeatedly contacted her electricity retailer to dispute the accuracy of her bills and to query the application of solar credits to her account. When no one got back to her and the problem remained unresolved, she came to EWON.
Lesley said that she hadn’t received any credits and her bills were high because they were over estimates. She explained that she had been receiving estimated bills because her meters are behind locked gates and she has dogs. The retailer had told her they could contact her prior to the meter reading so she could make herself available to provide access, but she hadn’t heard from them. Her attempts to raise these matters directly with the retailer had continued to fail and she was now facing disconnection.
Our discussion with the retailer confirmed that Lesley was at risk of disconnection for arrears of $1040. The retailer also explained that Lesley’s solar installation was on net metering, so she was not eligible to receive a solar rebate, but instead was receiving the benefit of free consumption for the energy her installation generated. They placed Lesley’s account on hold while we continued our investigation of the billing accuracy. We encouraged Lesley to make payment of an amount she considered reasonable in order to avoid large arrears from accruing and to show good faith.
We explained to Lesley that it is the responsibility of the customer to provide access to the meter and that field officers are not required to issue prior notice of a meter reading. We also advised her that for a cost of around $40 per read she could book meter reading visits at times convenient for her to provide access, and that this way she could avoid receiving estimated bills. We also checked that she has a net rather than gross meter installed and discussed the household’s appliances and consumption patterns to help her identify any obvious reasons for high consumption.
From our investigation it appeared that the metering information was appropriately applied and Lesley’s bills accurately represented her consumption, which had reduced due to the electricity generated by her solar installation.
Lesley was not fully satisfied that the billing was right and said that she would look at changing companies. We provided Lesley with an investigation report and invited her to call to discuss the report if she wished. We explained the procedure for requesting a review of her complaint if she thought that the outcome was incorrect and advised her that the retailer had issued a payment extension of one month.
Marlene's story: Tenant moves out but doesn't advise gas and electricity supplier
Tenant moves out but doesn’t advise gas and electricity supplier
Marlene moved out of her rented apartment in August, but didn’t advise her gas and electricity supplier. In November she received a $485 energy bill for usage at those premises from June up until November.
She contacted the supplier to say she’d moved out in August and the supplier received verbal confirmation of this from the landlord. However, the new tenants denied responsibility for the bill on the grounds that their rent, which they paid directly to the landlord, included bills.
Marlene came to EWON for assistance as she considered that she was not responsible for any part of the bill after the date she moved out. We explained to Marlene that a customer may be held responsible for all charges up until the provider becomes aware that the customer is no longer residing at the premises or another customer opens an account for the same premises.
We suggested Marlene present some documentation to prove her move-out date to her supplier, which she did. The supplier maintained that Marlene was responsible for the bill, but made an offer to reduce her account by $219 as a customer service gesture, which she accepted.
Iqbal's story: Customer doesn't receive final energy account at his new address
Customer is credit listed after not receiving final energy account at his new address
When he obtained his credit report, Iqbal discovered he had been credit listed nearly a year earlier for a dual fuel debt of $208. He was unsure why the listing had occurred as he was unaware of any amount outstanding on the account.
Iqbal contacted the energy supplier to resolve the matter, but with only limited English skills he found the experience frustrating and upsetting. Iqbal was able to explain that he had not been aware of the outstanding debt, and he then paid the $208.
When he spoke to the supplier again, he learned that the debt was for his previous address. He believed he had taken the correct steps to finalise his account and update his contact details when he moved, and he confirmed that the new address on the supplier’s record was correct. However, it had come to his attention when he received a call from another credit provider advising of his arrears that there was a problem with his mail redirection and that some of his mail had gone missing.
Iqbal took his case to a credit repair agent, who in turn came to EWON to resolve the matter.
It emerged that the $208 debt included a $50 early termination fee for transferring the gas account, but that this transfer never occurred. On the basis that the listed debt amount was therefore incorrect, the supplier agreed to remove the listing. They also issued a refund cheque for this amount in Iqbal’s favour.
Fenton's story: Disconnection notice issued for an amount promised as credit
Disconnection notice issued for an amount promised as credit
When Fenton signed up for a new dual fuel account, he was told he would receive $100 credit towards his first bill. He never received the discount so he contacted the retailer, who said they would sort it out.
He then received a disconnection notice for $100 and spoke to the retailer again. They assured Fenton they would fix the problem and advised him his account was at $0, but then he received another disconnection warning for $100. Fenton decided to contact EWON for help.
We spoke to the retailer who confirmed that the account was paid in full and that Fenton was not at risk of disconnection. They also explained that the $100 credit promised was applied some months earlier, but acknowledged that this was not readily apparent from the the bills and that it was reasonable for the customer to be confused.
Given this, the retailer offered to apply a $100 credit as a customer service gesture and said they would stop the incorrect disconnection notices from being sent out.
Catherine's Story: Pensioner rebate not applied and part of the discount seems missing
Pensioner rebate not applied and part of the discount seems missing
Through a third party, Catherine signed up to a market offer for her gas and electricity that offered a 12% discount. However, when her bill arrived she found that only a 6% discount was applied and her pensioner rebate hadn’t been applied at all, though she had provided her pension details when she signed up.
She raised the matter with her retailer, who advised that the promised 12% discount would be applied to her account, but then the new bill arrived still without the rebate and with only a 9% discount applied. Catherine’s advocate contacted EWON for assistance.
Our discussion with the retailer revealed that Catherine’s contract entitled her to a 3% discount on the electricity rate and two separate discounts - of 3% and 6% - for payment on time. The total 12% discount had been applied to the bill, but the layout was somewhat confusing as each component of the discount was shown on a separate page of the bill.
The retailer also advised that they did not have Catherine’s pension details but agreed to backpay the rebate on receipt of that information. We advised Catherine’s advocate that the rebate would be credited on her next bill and explained how to read the bill to see how the discount is applied.
Caroline's story: Solar installation by landlord causes cancellation of tenant's account
Solar installation leads to tenant’s account being cancelled
Caroline's landlord contacted her to advise that tradespeople would be attending the property to quote on solar panel installation, but she didn't need to be at home to meet them.
After the tradespeople had been to the house, Caroline came home to find solar panels installed, but no power supply. She called her electricity retailer to report a fault and was told that the account was now in her landlord’s name, so they could not speak with her.
The retailer reconnected the electricity to the property but maintained they could not discuss the transfer of the account with her as she was neither the account holder nor an authorised party. Caroline contacted EWON for help in having her account reinstated.
EWON discussed the situation with the retailer who explained that the account had to be transferred into the landlord’s name in order for the landlord to receive the benefit of the feed-in tariff under the Solar Bonus Scheme. Caroline’s account had automatically been closed as part of this process. The retailer noted that there could only be one account at the property, so the charges could not be split between solar energy generation and usage.
We advised Caroline that as the account was in the owner’s name, he now held responsibility for the charges and that a new tenancy agreement would have to be established should he want her to pay for her consumption. Caroline reported that the owner intended to invoice her for usage. We suggested that Caroline contact a tenant advisory service to discuss this invoicing arrangement.
Lucille's story: missing solar credit's
Customer waits months to have solar credits applied to her account
Lucille installed solar panels at her home, however her first bill after the installation did not show any solar credits. She called the retailer several times about the problem and each time was told they would amend and reissue her bill within a fortnight. Lucille didn’t receive an amended bill so she contacted EWON for help.
We offered to refer Lucille’s complaint to a senior person in the company and she agreed. The retailer contacted Lucille to discuss her complaint and said they would reissue a bill within a fortnight.
Again Lucille didn’t receive a bill, so she contacted the retailer. This time Lucille was informed that the retailer hadn't reissued her bill because they were waiting for their billing system to be updated with the new tariffs. Lucille was upset that she hadn't been told this earlier and she returned to EWON for help.
Lucille told EWON her solar installation was large and she estimated that she should have had at least $2,500 applied to her account. She had lost faith in the retailer and their billing system, and was concerned that she would not receive her solar credits.
When EWON contacted the retailer, they advised that Lucille’s particular tariff combination of a controlled load, time of use, green options and solar was not compatible with their billing system. There would not normally be such a long delay in setting up a new tariff arrangement, but they were in the process of implementing a new billing system and there was a freeze on any changes being made until it was fully tested.
The retailer agreed that other customers would also be affected by the problem and advised EWON that they would write to all of them with an explanation. After the retailer eventually implemented the changes to the billing system, they issued Lucille with an amended bill that showed her account was $4,755 in credit.
By this time, Lucille had transferred back to her previous retailer, so she was issued with a refund cheque.
June's story: Delayed payment of solar feed-in tariff
Delays applying the solar feed-in tariff and poor customer service lead customer to EWON
June has solar panels installed on her house and is entitled to the 60 cent/kWh feed-in tariff, but when she received her energy bill she found the rebate was not included. She tried contacting her energy provider on several occasions and experienced long delays; she spoke to a number of staff in different departments; she was advised they would investigate the matter but they did not call her back.
June called EWON for help. She complained about the poor customer service provided by her energy provider and explained she was seeking an update on their investigation. During this period June received another bill with a late fee, which also did not include the rebate.
EWON contacted her energy provider, who explained that the delay applying the rebate was due to a billing delay arising from uncertainty about data received from the network. June’s retailer clarified the data with the network and then promptly applied the 60c feed-in tariff and issued her a new bill, which showed her account was now $730 in credit.
Paul's story: unusually high gas bill
Customer provides evidence but retailer fails to investigate problem
Paul was surprised to receive a quarterly gas bill for $3315 as his bills were usually around $230. For a year Paul tried to sort out his high bill complaint with the retailer however when he received a disconnection notice, he called EWON for help.
Paul said he lives in a separately metered duplex and around eight years ago his neighbour’s gas meter was changed. Paul believed that at some point the retailer started incorrectly billing him for his neighbour’s meter, as the DPI* and reading on his high bill didn’t match his meter.
Each time Paul called the retailer to alert them to the error, he was referred to a different department. Paul said no-one he spoke to could fix the problem or organise for his meter to be checked though he requested this. Paul had even written to the retailer’s General Manager and provided photographs of the meter, but he had received no response. While he tried to sort out the problem, Paul paid what he thought was reasonable towards his account.
EWON contacted the retailer who said that the meter needed to be physically checked and they would organise for the distributor to do this. The distributor’s check confirmed that Paul’s account had been incorrectly attached to his neighbour’s meter. Given their error, the retailer adjusted Paul’s billing history, waived part of his bill as a goodwill gesture and sent him a letter of apology.
We highlighted to the retailer that Paul’s neighbour would now be faced with an unexpected high bill as he had been underpaying for his gas consumption for around 15 months. The retailer assured EWON that they would personally contact Paul’s neighbour to explain about the backbill and offer him a payment plan.
*Delivery Point Identifier
Georgia's story: delayed meter read and billing
Customer can’t get meter read to finalise her account
Georgia received a high gas bill so she contacted her retailer and they agreed to organise a meter read and put a hold on her account.
When confirming the location of the meter, the retailer insisted that the meter was located inside Georgia’s unit and she would need to be at home for the reading to happen. She told the retailer she didn't think the meter was located inside her apartment, but in order to sort out the high bill, she agreed to be at home for the meter reader.
The meter reader failed to attend the agreed appointment so Georgia organised another time with the retailer. The meter reader failed to arrive for the second meter reading.
Georgia had decided to move and contacted the retailer to arrange a final reading. She waited at the unit until midnight on the designated date, but again the meter reader failed to arrive. Frustrated, Georgia arranged for keys to the apartment to be left with the building manager so the meter reader could access the meter the next business day.
Several weeks passed and Georgia hadn't received a final bill, so she contacted EWON for help. Georgia said the retailer hadn't sent a bill, but she kept receiving phone calls and SMS messages from them regarding payment of her account, which had now exceeded $900.
EWON's investigation prompted the retailer to check Georgia's account. They consequently found that the distributor had not informed them that Georgia's hot water meter was in fact read remotely by a meter data logger, so the meter reader did not need to have access to her unit. The meter data logger had become misaligned, so estimated reads had been recorded.
Once this was realigned, and an actual meter read was obtained, the retailer was able to bill her on her actual usage. This was much lower than the estimates had been.
The retailer recognised the considerable inconvenience this had caused Georgia and as a goodwill gesture they offered to waive a significant part of her charges. The combination of the rebilling and the waived charges reduced Georgia's final account from $2,030 to $700. Georgia was satisfied with the retailer's response and was relieved that the matter was sorted.
Mei's story: multiple bill error
Error results in customer receiving seven bills at once
Mei lives in an apartment and uses gas for her hot water and cooking. During the first year, her gas bills were around $100 per quarter. When she received a bill for $1,900, she thought something was wrong so she called her retailer who promised to look into it.
Mei called the retailer again every month for the next 9 months, to check the progress of their investigation. She then received seven bills all at once for over $1,500 with a letter stating she had been previously undercharged.
Mei disputed the accuracy of the bills, however the retailer maintained the bills were reasonable. Mei was not satisfied with the retailer's response and asked EWON to check the accuracy of the bills.
EWON contacted the retailer who explained that Mei’s hot water bill is based on the readings from the hot water meter inside her apartment, which are transmitted to the network distributor via a meter data logger. The meter data logger had come out of alignment, which caused Mei's bills to be estimated, but in fact the estimates were much lower than what her actual usage had been.
After the error was fixed, the retailer sent Mei seven adjusted bills based on her actual usage. The retailer acknowledged Mei's confusion and that they could have explained the billing adjustments better to her. Given this, the retailer offered Mei an extension of time to pay, a $50 goodwill gesture and to waive part of the charges which would leave Mei with a balance of $893.
We explained the offer to Mei, who was satisfied with the retailer's response.
Emily's story: meter misread
Meter misread leads to significant billing error
Emily lives alone in an apartment with a common hot water system. About two years ago, she began to receive abnormally high gas bills. She contacted her retailer because she thought something was wrong. The retailer said they would send someone to check the meter, but Emily had to follow up with them a number of times before a technician finally came to check it.
The results of the test showed there was no fault with the meter. Emily continued to receive very high bills and then she began to receive disconnection notices for different amounts.
After a year of trying to resolve her high bill problem with the retailer by phone, Emily put her complaint in writing. When they failed to respond again, Emily lost faith in the retailer’s ability to resolve the problem and she contacted EWON for help.
Emily explained she had sold her apartment and was due to move out shortly, so she needed the matter sorted quickly. She had recently received a letter of demand for $32,458 from the retailer and she was concerned that her credit rating would be affected.
EWON’s investigation found that the hot water readings had been incorrectly transposed onto the meter reading database, with one extra digit being recorded. This meant Emily had been billed for gas use equivalent to around 5 million litres of hot water. The retailer acknowledged the significant error and amended the billing, which reduced the balance on Emily’s account from $32,661 to $520. The retailer confirmed that Emily had not been credit default listed and as a goodwill gesture, they waived the remaining $520 on her account.
Libby's story: Couple receives $3,500 gas bill shock
Gas bill for $3,500 shocks couple who only use gas for hot water
Libby and her partner Alex had been living in their one bedroom apartment for 9 months when they received their first gas bill. They only use gas for their hot water and they were shocked to find they owed $3,500.
Alex contacted the gas supplier several times to discuss the account. The gas company said they would put the account on hold while they investigated the case, but Alex and Libby continued to receive reminder notices.
Eventually Alex spoke with someone at the company who said they could see there was a calculation error. Shortly after this, Alex and Libby received a letter stating that the supplier had identified a problem and recalculated the bills accordingly, but the new bills still showed an amount of $3,500.
On Alex’s request, EWON contacted the gas supplier to review the billing. We found that the property had a common hot water service and that the gas supplier was applying an incorrect conversion factor to calculate consumption. The company agreed to bring the charges into line with EWON’s calculation for actual usage of $751. They offered an extension for time to pay to a relieved Libby and Alex.
Liang's story: Customer disputes charges for closing account when contract terms change
Customer disputes charges for closing account when contract terms change
Liang opened an account with a new retailer for supply on a peak–period only plan. Within a couple of days he received a letter confirming that the supply would commence in a few days. But several weeks later, the retailer advised him that they would be charging him on a different plan as his meter is not the type that the initial plan is based on.
Liang decided instead to transfer to another supplier who could offer the service he was after and he then received an early termination fee. Liang paid this fee, but he considered it unfair as he would not have signed up for the plan if the retailer had informed him they weren’t able to offer the plan he wanted. Laing wanted to be refunded the fee and he complained to EWON that he had not heard back from the retailer when he tried to raise this with them. EWON spoke to retailer, who agreed this request was reasonable and confirmed that the fee would be refunded to Liang.
Lance's story: Pay on time discount not applied
Pay on time discount not applied
Lance set up a direct debit payment with his electricity retailer, with the amount due to be deducted automatically by the due date. Under his contract, Lance was entitled to a discount for on time payment. When his most recent bill for $410 was issued, $378 was automatically paid from Lance’s account, with the $32 adjustment representing his discount for payment by the due date. But the $32 remained on his account and he received an overdue notice.
The same thing had happened with Lance’s previous bill and he had had to call the retailer to get the discount credited back to his account. So Lance called to have the account corrected again, but despite repeated attempts he couldn’t get through to a customer service representative and was left on hold. Lance then contacted EWON.
We spoke to the retailer who acknowledged there had been an ongoing billing issue affecting Lance’s account. They said they hoped to have it resolved by the time his next bill was due and they credited his account for the discount plus $20 offered as a customer service gesture.
Raylene's story: Backbill received in time of hardship
Bankrupt customer receives large backbill
Raylene is bankrupt, not working and not receiving welfare benefits. She received an apology letter from her previous electricity company advising her they had incorrectly calculated her previous bills and issued four backbills amounting to $990.
Unable to pay this amount, Raylene contacted the electricity company. Although they offered her a payment plan, she was not satisfied with this resolution. She considered the rule allowing the company to backbill her for 12 months* unfair and wanted them to waive part of the debt.
Frustrated, Raylene came to EWON for assistance. We referred her to a senior staff member from the electricity company to negotiate a payment plan she could reasonably manage.
After reviewing the case, the electricity company applied a $100 credit to Raylene’s account for the inconvenience caused by the backbilling and offered a 12 month payment extension on the outstanding amount. This was in addition to the credit that had already been applied to her account for any arrears older than 12 months. Raylene was satisfied with the outcome.
* Note: as of 1 July 2012, retailers can only recover an undercharge for 9 months.
Camellia's story: Meter read error leads to high bill
Customers receive $3,160 bill for 50 days energy use
Camellia has a disability and both she and her husband have been in and out of hospital. She was shocked to receive a $3,160 bill for a 50 day period, when her last winter bill was $600. They use a combustion fireplace for heating and cooking and the air conditioning is only used very sparingly. They don’t have a clothes dryer and there were no signs of a hot water leak.
She called her energy provider to dispute the high bill and was advised it would be investigated. She did not hear anything further about the matter but called EWON when she received a letter warning of disconnection.
EWON contacted Camellia’s energy company to place a hold on her account while the bill was investigated. The energy company said that her bills had been based on estimated readings and her high consumption was possibly due to an error in the previous meter read. A field officer was sent to perform a check read and a meter test which confirmed that previous meter reads had been incorrect and overstated.
Camellia’s bill was recalculated and her bill revised down to $350. She was very relieved with the outcome.
Jarrod's story: Small business faces billing problems
Small business owner loses confidence in his retailer’s billing accuracy
Jarrod is a small business owner and receives his electricity bill every month. He discovered two of the payments he made did not appear on his electricity account. He made enquiries with his electricity company but they were unable to provide an explanation.
Not long after, Jarrod received a disconnection notice. Frustrated with the poor customer service and still unsure that his payments had been properly credited to his account, he called EWON and requested an investigation.
EWON contacted Jarrod’s electricity company and placed a hold on his account. To avoid a build up of arrears Jarrod was encouraged to pay what he considered was a reasonable sum towards his account.
EWON reviewed the billing information and found that his electricity company had reversed a number of bills and one of his payments was applied much later. Both of his disputed payments had been applied to his account and the outstanding amount he owed was $2,600.
Jarrod was satisfied that his billing was correct and agreed to electricity payment arrangement of $100 per fortnight with current accounts paid by the due date.
Darren's story: small business charged default extension rates
Small supermarket owners face $17,240 monthly bill on costly extension rates
A small supermarket changed hands and its store manager was trying to negotiate the terms of a new electricity contract when he became unwell and had to go on leave. The business owner was overseas and, in the meantime, the supplier moved the supermarket onto default extension rates on the grounds that no contract had been entered into.
Darren, the advocate for the business, called EWON for assistance. He said that the owners felt they weren’t given enough opportunity to sign a contract and that the supplier had refused to backdate the offered contract to when the business changed hands.
The owners were now facing a $17,240 bill for their first month of operation, whereas on the previous contract rates the bill would have been $9,995, and their next bill was due soon.
They had since applied to transfer to another retailer. EWON investigated what notification had been provided to the business regarding the contract and the application of default extension rates. We also looked at how relevant laws and regulations had been applied by the retailer and what financial detriment the retailer would incur by supplying the customer at the previous market rate.
Following negotiations, the retailer eventually agreed to apply the rates offered in the original contract to the entire supply period. This reduced the bill by over $13,000 and the business owners were very pleased with the outcome.
Carmelo's story: credit default is recorded against a disputed account
Carmelo challenges his credit default listing over a disputed electricity bill
When Carmelo received a final electricity bill for $1550 from his former retailer, he disputed it with the company. The amount was about double his usual bill and just before it was issued Carmelo had been advised by the network provider that they had found a fault with his meter and replaced it.
In good faith, Carmelo paid 50% of the amount owing on his account, which he considered represented his actual use, but the balance was sent to a debt collector before the disputed bill was resolved. Carmelo continued to dispute the bill with the retailer and the debt collector, maintaining that it reflected a faulty meter reading.
When his application for a credit card was declined, he then discovered he had been credit default listed for the $775 outstanding on the bill. Carmelo asked EWON to investigate the accuracy of the bill and to review the basis of the credit default listing.
Our investigation found that the retailer had attempted to find out from the distributor if a meter fault had in fact been detected and, if so, to obtain a revised reading to adjust Carmelo’s final bill. However, the network had been unwilling to provide the information because the site had transferred to another retailer.
While raising this issue with the network provider, EWON requested that the retailer consider removing the credit default listing on the grounds that there appeared to be sufficient doubt about the bill’s accuracy. The retailer withdrew the listing and in the meantime the network provided revised readings to the retailer. This updated meter data reduced Carmelo’s balance owing to just $63 once the prompt payment discount was applied, and the retailer offered to waive this amount.
Carmelo was satisfied with the outcome.
Caitlyn's story: disconnection investigation yields a happy discovery
Investigation of Caitlyn’s electricity disconnection leads to a valuable discovery
Caitlyn contacted EWON when her electricity was disconnected for arrears of $516 and she couldn’t resolve the matter with the supplier. She had been living in the premises, but she was not able to get an authority to act from the account holder, her partner Rob, because he was incarcerated. Caitlyn had already lost refrigerated food and had been up through the night operating a battery powered aerator to preserve the fish in her tanks.
EWON discussed the matter with the electricity retailer, who advised that their records showed that Caitlyn had previously held an account with them for the property. It had been transferred to another provider the previous year and, when the account was returned to the retailer, it was under Rob’s name. Although Caitlyn’s account had been closed, the Centrepay arrangement she had established for it was still in place and $3,150 in payments had since accrued. The retailer recommended that Caitlyn open an account in her name and accept a refund for these funds.
Caitlyn was very happy to agree to this offer.
Tony's story: retailer applies an incorrect tariff and no rebate
One billing problem is fixed only to create another for public housing tenant Tony
When Tony moved into his one-bedroom public housing apartment, he agreed to enter into a market electricity contract. However, he became concerned when his bills showed that the usage was being charged at higher rates than he had been quoted, the daily supply charge was more expensive and no discount was being applied. He already had spent a lot of his pension money on mobile phone credit trying to resolve the matter with his retailer and when they repeatedly failed to respond to his requests for contact, Tony called EWON for assistance.
We spoke with Tony’s electricity supplier who discovered that Tony had been billed on commercial rates rather than lower residential rates. They reissued his bills at the correct tariff and explained that a 13% discount would apply if Tony paid the full amount on time. They also noted that Tony’s history of small payments suggested he might be experiencing financial difficulty and said they would offer Tony the option of participating in the company’s hardship program.
But Tony was still concerned about the accuracy of his bills as the new bills did not apply the Low Income Household Rebate, which had been correctly applied to the incorrect bills previously issued. EWON investigated the billing and found that the correct residential tariff had been applied. However, an administrative problem caused by differing address details held by the electricity distributor and Centrelink for the housing complex where Tony lived was preventing the rebate from being applied to his account.
We explained to the retailer that Tony felt it was unfair he should be liable for the increased rates that had by now come into effect considering that the matter had taken so long to resolve with his retailer, and that this delay had affected his ability to seek a more competitive energy offer. While the retailer reviewed Tony’s complaint, EWON spoke with various agencies and we were eventually able to resolve the confusion over Tony’s correct address so that the retailer could validate the rebate and backdate payment. The retailer also offered a customer service gesture of $150, which covered more than the difference in rates that had been charged to Tony’s account.
Tony was pleased with the outcome and accepted the company’s offer, however, he indicated that he might switch to another provider. We referred him to the independent energy comparator website* for help identifying a suitable offer for his situation. We also referred him to EAPA** agencies for assistance with paying his bill.
* Now Energy Made Easy, www.energymadeeasy.gov.au
** Energy Accounts Payment Assistance