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SI/2008/2
When one energy retailer's billing system failed to recognise the meter type, and incorrectly billed consumption data in a metric meter format, customers with older imperial meters were undercharged for gas consumption.
The retailer advised that, on identifying the issue, it applied the conversion multiplier and sent catch-up bills to affected customers. It also said it had proactively contacted all affected customers, limited its recovery of undercharge to a period of nine months and offered equal time to pay (a further nine months), as required by the Energy Retail Code.
We received multiple complaints and raised the matter with the Essential Services Commission (ESC). The ESC advised that it considered the retailer's response to be reasonable. It confirmed it would include the matter in its compliance reports.
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