An electricity company default lists a customer after an error (June 2015)

Getting connected and changing energy company, Debt collection and credit default listings
Case Number 2015/11049
Outcome Conciliation

The Issue

Ms C moved house in March 2012 and contacted her electricity retailer to finalise her account and provide a forwarding mailing address for the final bill. However, the retailer did not change her mailing address correctly and subsequently listed a credit default on Ms C’s credit file for $1,004 in January 2013. Upon discovering a credit default had been placed on her credit file, Ms C contacted the electricity retailer and was advised that it was correct and would not be removed. Ms C was dissatisfied that she never received the final bill or debt collection activity, which would have prompted her to contact the electricity retailer about the final bill. She was also dissatisfied that the credit default listing had been made without notifying her. Although she was dissatisfied with the retailer’s response, Ms C paid the outstanding amount of $1,004.

Shortly after, Ms C’s authorised representative, Mrs W contacted EWOV and an Assisted Referral was raised. However, the retailer did not contact Mrs W so the case progressed to an Investigation due to the complexity of investigating the circumstances around Ms C’s credit default listing.

The Investigation

EWOV requested information from the electricity retailer, including contact notes, copies of letters and details of the credit default listing. During the Investigation, the retailer completed a further review of the credit default listing and where it had sent the final bill and credit default warning notices. The retailer advised EWOV that it had failed to update its system with Ms C’s new address. Therefore, it had not issued the required bills or warning notices to Ms C. 

The Outcome

The retailer confirmed that it would request for the credit default listing to be removed as it had not sent Ms C the required warning notices, due to its error, prior to the default being listed. It also confirmed that there was no outstanding account balance. Ms C was satisfied with the outcome and the case was closed.

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