Slow fix for an electricity meter linked to another property (March 2017)

Billing mistakes, Meters, poles, wires and pipes
Case Number 2016/28788 and 2016/21525
Outcome Conciliation

The Issue

Ms N contacted EWOV on behalf of an Office of Housing tenant. She was dissatisfied that Mr D had received an energy disconnection warning notices because of an incorrect address. She said Mr D had moved into a new townhouse and had given the meter number provided by the Department of Health and Human Services (DHHS) to his electricity retailer. However, his electricity retailer confirmed that the meter had been registered to a different property. In order to fix this mistake, DHHS provided him with a photo of his electricity meter which Mr D then sent to his electricity retailer and distributor so that the details could be updated. Unfortunately this did not fix the issue.

In order to resolve the matter Ms N contacted EWOV seeking Mr D’s electricity distributor to inspect the meter at the property so that it could confirm if it was incorrectly registered to a different address and to update its systems. She was also seeking both the retailer and distributor to provide a credit to the account because of the delay in resolving the issue and because of the inconvenience it had caused.

The Investigation

When Ms N contacted EWOV an Assisted Referral was lodged with both the electricity retailer and distributor, requiring a higher level representative at each company to contact her directly. However, Ms N requested further assistance from EWOV when she did not receive an approach from either company. EWOV escalated the complaint to an Investigation.

As part of the Investigation, EWOV liaised with both the electricity retailer and distributor, checked the National Database records and checked the details of the meter and the address. This confirmed that it had been incorrectly linked to another property. 

The Outcome

The electricity distributor updated its records (and the National Database) and provided a $200 credit to Mr D’s account in recognition of the error.

The electricity retailer also acknowledged its delay in resolving the issue and agreed not to send Mr D a backbill for the electricity previously used at the property. It also provided a direct contact so that an account could be established correctly.

Both the electricity distributor and retailer apologised for the delay and inconvenience the matter had caused, and confirmed that the issue was now resolved. Ms N and Mr D were satisfied with this information and the credit offered. The case was closed.

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