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G/2008/941
In December 2007, the gas supply to Mr G’s house was disconnected for non-payment, with more than $3,000 owing on his account. It was reconnected in February 2008, one day before he rang EWOV. Mr G believed some of his gas bills had been too high.
As part of our investigation, we checked whether Mr G’s bills had been accurate and whether his gas retailer had followed the required steps before disconnecting supply.
We found that Mr G’s bills had been based on actual meter readings. The retailer had previously tested the meter. Although it was found to be operating accurately, it was replaced as a precaution.
We also found that while Mr G’s usage patterns had remained consistent, his use of gas ducted heating during winter had significantly contributed to the bills. Finally, it was assessed that, before disconnecting Mr G’s supply, the retailer had followed the steps required by both the Energy Retail Code and the Wrongful Disconnection Operating Procedure. This included the correct timing of all payment and disconnection notices — more than 29 business days between the first bill and the disconnection — and using its best endeavours to contact Mr G beforehand.
In the 12 months leading up to the disconnection, Mr G had had two failed instalment plans. The retailer had offered assistance through its hardship programme and provided appropriate information on energy efficiency and the availability of
concessions and grants.
As the retailer had followed the steps required, no wrongful disconnection payment applied. The retailer confirmed it was willing to negotiate another instalment plan with Mr G. The case was closed as Mr G elected not to stay in contact with EWOV.
A wrongful disconnection payment isn’t automatic — even where a customer is experiencing difficulties paying bills. In this case, it was assessed that the retailer had done all it is required to — in using its best endeavours to contact the customer, offering him assistance through its hardship programme and providing him with appropriate information.
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