Mr M’s gas was off-supply due to water in the gas pipes at his home. The water damaged his ducted heating system and needed replacing. Mr M forwarded a plumber’s report and invoice to his gas distribution company for reimbursement.
Mr M, who required an interpreter, sought EWOV’s assistance after some delay and confusion in the the company’s response to his request for reimbursement. An Assisted Referral was raised to a higher level contact at the company. The company did make an offer of $2111 to replace the heating system, but the case was not resolved to Mr M’s satisfaction because the heating system cost about $3000 to replace.
An EWOV Investigation was subsequently raised and we recontacted the company to explain Mr M’s concerns. He also had higher electricity bills as a consequence of having no gas during the winter months.
The company apologised for the inconvenience and delay in resolving the matter. The delay in assessing Mr M’s claim was due to an incorrect address on his plumber's invoice. The company sent a cheque for $3,751 as reimbursement for Mr M’s costs which resolved the issue.