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C/2008/18117
Ms H called us when her retailer didn't follow through on a promise to
investigate her concern - she believed she had been billed for the wrong meter and she hadn't
received a bill for some time.
The retailer confirmed to us that Ms H had been billed for the wrong meter since July 2006 -
but they hadn't been made aware of the cross-metering issue until September 2007. It confirmed Ms
H's multiple contacts to try to resolve the matter and that it hadn't kept her informed about
progress. It also acknowledged the billing delay.
We undertook a National Metering Identifier (NMI) search through the customer's distributor to
confirm the meter number Ms H was being billed for. We confirmed this to the retailer and
requested that it arrange for the market Settlement and Transfer Solution (MSATS) records to be
updated to ensure the correct meter number was attached to Ms H's property. MSATS is the cross-
industry database.
The retailer confirmed it had corrected the error and all future bills sent to Ms H would be
for her correct meter. It cancelled all bills issued since July 2006 and credited all payments Ms
H had made on them. It reissued Ms H's bills based on the correct meter reading data. Once this
had occurred, Ms H's account had a credit balance of $998.17, which was sent to her as a cheque.
Ms H was satisfied with this outcome.
This case illustrates that customers can easily be billed for an incorrect meter based
on the information the distributor holds. Customers should check their bills to ensure the meter
number on the bill matches the number on the meter.
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