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C/2008/1897
Ms A had set up an account with her preferred electricity retailer. In April 2005, she received bills issued by a second retailer. As the account holder named on them wasn’t someone at her supply address, she sent them back to the second retailer.
When following up with that retailer over the phone in July 2006, she was told the ‘billing rights’ of her address appeared to have been transferred to it in error.
While the second retailer couldn’t explain how the transfer error came about, it did close the account that was in the other person’s name. It then set up a ‘to the occupier’
account, backbilling for nine months as it was entitled to do under the Energy Retail Code and waived all further charges. It also maintained that, due to ongoing billing of the ‘to the occupier’ account since establishment in 2006 and because its records showed that Ms A was made aware of the situation, the Code’s backbilling provisions didn’t apply further. Despite several discussions with Ms A, the matter remained unresolved and arrears had accumulated.
Contacted by EWOV, the retailer confirmed the accurate billing of the ‘to the occupier’ account. It also acknowledged the inconvenience caused to Ms A, provided a customer service payment of $100 and gave her nine months to pay the arrears.
Ms A agreed to pay the arrears in full by due date. She advised that, once the arrears was cleared, she would transfer her account.
Having chosen a retailer, a customer is entitled to expect they’ll be billed by that retailer — and that the bill will be issued in their name. Had the retailer ensured its communications with Ms A were clear enough for her to understand what had happened, what had been done to rectify it and her payment responsibilities, this complaint may well have been resolved much earlier, without EWOV ’s involvement
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