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L/2007/93

Ms P contacted EWOV when the retailer, from which she’d previously bought her LPG, refused to supply her — unless she paid off an outstanding debt. The LPG retailer confirmed that it wouldn’t deliver to M s P, because it had her listed as a bad debtor — it had written off $200 around a year ago, after unsuccessful attempts to retrieve the outstanding monies from her over some years.

We investigated M s P’s complaint, including a review of the LPG retailer’s compliance with the Victorian LPG Code, the particulars of the write-off of Ms P’s previous outstanding debt and the retailer’s debt collection activity.

We discussed with Ms P how much she could afford in terms of a lump sum payment and ongoing payments. We also asked the retailer how much it would accept — as a lump sum and for ongoing payments, potentially including M s P’s paying back the written-off debt.

The complaint was resolved when the retailer agreed not to pursue Ms P for the $200 it had written off — and Ms P arranged delivery through another LPG retailer.

Customers entering into contracts have a legal obligation to pay their debts. EWOV ’s processes can help identify the respective rights and responsibilities of customers and energy companies.


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