Consumer energy resources

Table 10 – Complaints involving behind the meter products by service provider, October to December 2022 

* Consumer Energy Resources within embedded networks or exempt sellers offering solar powered purchase arrangements (SPPA) 

Click here to view the top 10 core issues for closed complaints involving behind the meter technologies, October to December 2022

The term Consumer Energy Resources (CER) refers to energy producing technologies that people use in their homes, such as rooftop solar systems, battery storage systems and electric vehicles. We received at least 510 complaints from customers that own or use CER technologies this quarter which represents approximately 11.4% of all electricity complaints. 

For many customers, reducing energy bills can be the main reason for purchasing and installing CER products. CER products can also involve a significant initial financial outlay and/or ongoing loan arrangement. If customers do not see the energy bill reduction they were expecting, unsurprisingly it can lead to complaints. 

 Customer received high estimated bills after upgrading solar

A customer received an estimated electricity bill of over $2,000 for the period 8 May 2021 to 6 August 2021, based on an average consumption of 104 kWh per day. He received another estimated bill for the period 7 August 2021 to 5 November 2021 for over $2,000, with a daily average of 95 kWh. He considered the bills were high compared to his actual bill for the period 10 February 2021 to 7 May 2021 for $570, with a daily average of 29 kWh. The solar generation on the disputed bills had also more than halved compared to previous actual bills. His solar system had been upgraded to a 10-kW system in July 2021, which also required a meter upgrade. He had expected his bills to decrease due to this upgrade. 

He contacted his retailer about his concerns and it said the bills were appropriate. He raised a complaint with EWON and we referred it to the retailer at a higher level. The customer returned to EWON as his complaint had not been resolved. He had been reviewing his subsequent bills and monitoring his usage on the retailer’s phone app. His usage since October 2021 was significantly lower than the estimated usage on the two disputed bills. The customer had paid all subsequent undisputed bills through to mid-2022. 

 EWON’s investigation found that the retailer was provided with the appropriate solar upgrade paperwork in July 2021, but a new meter was not installed until October 2021 due to errors by the retailer. The retailer acknowledged the financial disadvantage to the customer and offered a settlement of $614 for missed solar credits. However, the retailer did not address the high estimated usage. EWON’s review indicated that the estimated usage was higher than both historical actual usage and actual usage since the new meter had been installed.  

EWON liaised with the network which provided the retailer with revised estimated meter data for the period 8 May 2021 to 28 October 2021. The retailer then applied an adjustment credit of $2,760 to the account based on this revised data. EWON’s calculations indicated that the customer was entitled to a further adjustment of $270, which the retailer agreed to apply. The retailer also applied a customer service credit of $200. With the total of $3,230 in credits applied, the customer’s account balance reduced to $300. The customer was required to complete paperwork for the settlement, after which he would receive the further $614 credit. The customer was satisfied with the outcome of his complaint. 

 Customer with rooftop solar disputes high winter bill  

A customer received an electricity bill for the period 18 July 2022 to 20 October 2022 for $1,375 which he was higher than expected. He considered his bills were usually between $500 and $1,000 per quarter. He had 20 solar panels on his roof and had recently paid to have them cleaned and checked to ensure they were operating efficiently. He contacted his retailer to dispute the bill, but it advised him that the bill was correct and payable as it was based on an actual read. He raised a complaint with EWON, and we referred it to the retailer at a higher level. 

 The customer returned to EWON as his complaint had not been resolved. EWON’s review found the bill was for the winter period when the customer was using more energy for heating and the rooftop solar was generating less energy due to fewer sunny days. The average daily usage of 45 kWh per day in the disputed period July to October 2022 was similar to the average daily usage of 43 kWh in the corresponding period the year before from July to October 2021. The dollar amount of the bill for the period July to October 2021 had been lower at $1,070 because the energy prices had been lower. To resolve the complaint, the retailer offered to apply a credit of $375 to reduce the disputed bill to $1,000. The customer accepted the credit to resolve the complaint.