A customer contacts EWOV about gas outages at her property (March 2013)

Outages, brownouts and power surges
Case Number 2012/41319
Outcome Conciliation

The Issue

Over a five-month period in 2012, Ms F experienced frequent gas outages on her property. She contacted her gas company a few times to try and find out what was causing the outages. Later in mid-2012, the company installed a new high-pressure gas connection in the area and that caused another outage. The company subsequently inspected the pipes and detected a hole, which it repaired.

The Investigation

Ms F contacted EWOV because she wanted the company to take into account the emotional stress the outages had caused her. We advised Ms F that EWOV could not assist with punitive damages – but expenses such as phone calls to the company or customer service issues could be looked into. Ms F accepted this information. EWOV then contacted the company to determine the number of outages. The company stated that a Guaranteed Service Level payment may be applicable depending on the number of times Ms F experienced outages.

The Outcome

The gas company apologised for the inconvenience caused by the multiple disruptions to Ms F’s gas supply. Its records indicated that there were nine interruptions to her supply between February 2012 and June 2012 and applied a $150 Guaranteed Service Level payment to her gas account. An additional $150 was offered in recognition of the inconvenience that the outages had caused to Ms F. The company also gave Ms F a direct contact in its complaints resolution department in case she experienced any further issues. Ms F was satisfied with the offer made.

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