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Mrs C entered into a dual fuel (electricity and gas on the one bill) contract in February 2004. She started with payments of $70 per month and, over the years between 2004 and 2006, these went up to $125 per month. She was surprised to receive a letter from the company saying she was $650 in arrears on her electricity and $150 on her gas account. She was also told her payment needed to increase to $200 per month. She believed the company should not have advised her that $125 was sufficient if this was not the case and that her usage pattern had not changed. She was seeking an account reconciliation, clear advice about her consumption, continuation of the payment of $125 per month as this was in line with her capacity to pay and financial recognition of the inconvenience caused to her. The company provided all the usage information Mrs C asked for and explained it had reviewed her payments annually, increasing them in line with an increase in usage. It assisted her with a Utility Relief Grant application and Mrs C received grants of $311.49 for electricity and $127.90 for gas. This enabled the new payments to be set at $80 per month for electricity and $50 for gas. (F/2007/49)
Return to Concessions and grants information
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