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Meter mix-up finally resolvedC/2007/7103
Ms R had received a bill for $684. While the bill was in her name, it showed the meter number for her neighbour’s unit. This had happened several times before and Ms R wanted the problem resolved permanently. She was also seeking compensation for the
inconvenience she’d been caused.
The retailer told EWOV it had corrected its records after a visit to Ms R’s property. However, because the distributor didn’t also change its records, the wrong meter number was reinstated. The retailer requested a copy of Ms R’s rates notice to enable it to liaise with the distributor to confirm the number and meter for her property.
We investigated previous actions by both the retailer and the distributor in relation to the circumstances of the case — and undertook a preliminary ‘fair and reasonable’ assessment of industry practice in relation to the sort of compensation, if any, Ms R may receive for the delay and inconvenience the ongoing matter had caused.
After its review of Ms R’s rates notice, the retailer confirmed that the correct number for her meter was now in both its system and the distributor’s system. It apologised for the inconvenience she’d been caused and credited her account with $100. It waived her outstanding balance of $183.05 and also provided her with a cheque for $564.70 for amounts she’d previously paid towards her account.
This case illustrates how EWOV examines a case’s history from an independent perspective, reviewing what has occurred, as well as what should have occurred.
Customers have a right to expect that basic errors, once identified, will be addressed quickly and effectively by all of the parties involved.
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