|
New connection requests not processed
SI/2008/12
An energy retailer did not process new connection requests for approximately 400 customers, due to an address format error in its new billing system. The new address format caused the connection service orders to be rejected by another system, before they were sent to the relevant distribution business
EWOV received two complaints and reported the matter to the Essential Services Commission (ESC).
The retailer advised it had provided extensive training to its new connections area to address the issue. The ESC reviewed the matter and confirmed that it would not take further action, however, it would re-open its investigation if the issue continued. Customers affected by this issue had their connection requests processed and, in some instances, received an apology from the retailer.
Return to full list of Systemic issues
|
|
|
|
|