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SI/2008/3
Following a billing system upgrade, an energy retailer's billing system failed to recognise BPAY payments made by 10,000 customers — and reminder notices were sent in error. Some customers paying by Centrepay were also affected. The issue coincided with contact centre access difficulties, so many customers weren't able to get through to the energy retailer to resolve the matter themselves.
We received multiple complaints and raised the matter with the Essential Services Commission (ESC). The ESC subsequently wrote to the retailer seeking a full report on this issue and related issues. The ESC noted that the retailer had not disconnected any customers as a result of this error.
The ESC also advised it would report on the matter in its compliance reports.
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