Mr O’s electricity connection is delayed causing issues with building his new home (April 2017)

Getting connected and changing energy company
Case Number 2017/3128
Outcome Conciliation

The issue

Mr O was dissatisfied with his electricity distributor about a new connection delay for a new home he was building. He contacted his distributor on 17 April 2016 and asked for a quote to have an electrical pit installed. He received the quote and advised it to proceed with the installation. However, the distributor requested that he re-apply so he re-submitted the application for another quote. Sometime later, Mr O contacted the distributor to enquire about the status of the new pit and it advised him that it had been installed. However, the distributor later advised that the new connection had not been installed and that it would provide a new quote. Mr O then received an email advising that the electricity pit would be installed by 16 December 2016. However, this did not happen. Mr O follow-up again and was advised that the pit would be installed on 18 January 2017. However, again this did not happen. Later, when Mr O re-contacted the distributor, it advised that the new connection was on hold due to an existing gas pipeline that was in the way of the electrical pit. Then on 3 February 2017, the distributor advised that a power pole would need to be installed. Dissatisfied with the delays and conflicting information, Mr O contacted EWOV on 7 February 2017 and an Assisted Referral was raised.

The distributor contacted Mr O about his complaint but he was not satisfied with the distributor’s response that a power pole would be installed by late March 2017. Mr O re-contacted EWOV and the complaint was escalated to an Investigation.

The investigation

During the Investigation, EWOV requested that the distributor provide copies of all of the contact notes, new connection application forms, and other documentation to establish a timeline of events. However, as the distributor acknowledged its contribution to the delay, it offered what Mr O was seeking to resolve the complaint.

The outcome

The distributor apologised for the delays and the inconvenience caused. The distributor provided $600 to Mr O in recognition of this. The distributor confirmed that the electrical pit had been installed and provided information about how to have the electricity connected to the house once the building phase had been completed. Mr O was satisfied with the outcome and the case was closed. 

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