Energy retailer kept contacting old customer (December 2016)

Getting connected and changing energy company
Case Number 2016/18232
Outcome Conciliation

The Issue

Mr C arranged for his electricity and gas accounts to be transferred to a new energy retailer. Following these transfer requests, Mr C started to receive retention marketing calls from his old energy retailer. The calls increased to a daily occurrence and the retailer used pressure tactics to try and get Mr C to keep his energy accounts with it. He advised his old retailer during each call that he was not interested and asked multiple times for the calls to stop. However, the energy retailer continued to call him. Mr C contacted EWOV on 23 August 2016 and an Assisted Referral was raised. However, the retailer did not resolve the complaint within the Assisted Referral timeframe (five business days), so the matter was escalated to Real Time Resolution on 13 September 2016.

During Real Time Resolution, the retailer offered $100 for the inconvenience, confirmed his accounts were pending transfer to the new retailer, and advised that it would cease the retention calls within five business days. Mr C was satisfied with this outcome and the case was closed. However, the retailer then sent Mr C a retention letter a couple of months later so he recontacted EWOV on 21 November 2016 for further assistance.

The Investigation

EWOV raised Mr C’s complaint as an Investigation and requested information about the retention contact. The retailer advised that there were issues with transferring the gas account to the new retailer due to meter access issues and this had caused the retention letter to be sent. 

The Outcome

The retailer confirmed that all retention activity had ceased and that Mr C should not receive any future retention correspondence, calls or other forms of contact. The electricity account had been successfully transferred to the new retailer. The retailer arranged a special meter read appointment with Mr C in order to facilitate the transfer of the gas account. An additional $50 financial credit was applied to the gas account to recognise the ongoing issues. Mr C was provided with a higher level contact in case there were any other issues with the gas account transferring to the new retailer. Mr C was satisfied with the outcome and the Investigation was closed. 

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