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G/2008/6058
Mr F said his gas supply was disconnected without warning. He said he
wasn't aware of any arrears and when he rang his gas retailer, he was told that, for saftey
reasons, supply couldn't be connected until he was able to be onsite - as a result, his supply
wasn't reconnected until six days later.
Contacted by us, the retailer said Mr F's supply was disconnected for non payment of $390.39.
It said it had sent Mr F all required notifications - and had left a message on his mobile phone
informing him he needed to call about the arrears on his account.
When we put this to Mr F he said his mobile phone didn't have a message service and so it was
impossible that the retailer left a message.
We sought proof from the retailer about how it had contacted Mr F and how it used its best
endeavours to contatct him prior to the disconnection.
When the company checked, it concluded that the file notes on Mr F's account - to the effect
that a message had been left on his phone - were wrong. It seemed that one attempt had been made
to call him, but he didn't answer.
At this point, the retailer agreed that Mr F was eligible for a wrongful disconnection
payment. It calculated this at $1,557.29 - it covered his arrears and left his account in credit,
which the retailer refunded by cheque. Not surprisingly, Mr F was very satisfied with the outcome
of our investigation.
This case shows the consequences of a retailer not following the disconnection
procedures that apply in Victoria. It also highlights why it's important for companies to keep
accurate records and monitor internal processes to ensure regulations are followed.
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