Bill check reveals marketing error (C/2004/8070)

Mr T’s electricity bill was $310 more than for the same period in the previous year. In reviewing it, he noticed that his off-peak tariff had increased. Mr T had entered into a new contract with his electricity retailer and according to the information he’d been given, his off-peak tariff should not have altered. After several failed attempts to resolve the matter with the retailer, he contacted EWOV.

The retailer advised us that the information Mr T had been given about the off-peak tariff was wrong. To resolve the matter, it returned him to his original off-peak tariff and recalculated his bills based on that tariff. Mr T’s account was credited with $371.90, including a $100 customer service payment.

It’s important that customers check their bills to ensure they reflect the terms of the contract they’ve agreed to. This case also illustrates how information provided by sales consultants can be incorrect.