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SI/2008/18
When an energy retailer introduced a new billing system, customer accounts established in joint names reverted to one name, causing potential detriment to customers eligible for concessions where the eligible person was recorded as a third party.
EWOV received two complaints and reported the systemic issue to the Essential Services Commission (ESC). EWOV also met with senior managers of the retailer to discuss this and related issues.
The retailer advised that it had manually amended all accounts where concession entitlements were affected, to correct the detrimental impact. The ESC considered the information provided. It advised that it would not take further action at that time, but would reopen its investigation if the issue arose again.
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