A customer contacts EWOV about delayed billing (November 2012)

Billing mistakes, Delayed and catch-up bills
Case Number 2012/30122
Outcome Conciliation

The Issue

Mr B was unhappy with his electricity retailer for its delay in sending him bills. The retailer also mistakenly deducted $484 from Mr B’s bank account.

The Investigation

Mr B contacted EWOV and we conducted an Investigation into the direct debit error, why bills were not sent and whether the retailer complied with the Energy Retail Code in relation to time limits on recovering an undercharged amount.

The Outcome

The retailer apologised for the inconvenience caused by the billing delay and the direct debit error. The retailer reissued Mr B’s bill in accordance with the provision of the Energy Retail Code and advised that his account balance would be $714 in credit for his energy usage up to May 2012.

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