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SI/2007/51
250 business customers were undercharged for electricity due to a billing error.
A multiplier of 40 had not been applied to the meter readings recorded. A 'multiplier' is a factor applied to high usage accounts, which translates meter readings into actual electricity usage.
EWOV received four complaints. The retailer contacted affected customers to explain what had occurred. It issued amended accounts. The recovery of the undercharges was limited to nine months, in line with the Energy Retail Code. EWOV raised the systemic issue with the Essential Services Commission (ESC). The retailer also directly informed the ESC of the issue. The ESC advised EWOV of its satisfaction with the approach taken by the retailer to address this issue.
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