Case studies

Case study

A customer in hardship is frustrated that she continually receives high estimated bills due to meter access issues.

High bills
Case study

A customer is unhappy with the calculation of his 'pay on time' discount and requests a billing adjustment

Billing mistakes
Case study

A vulnerable customer could not consent to an electricity account transfer

Getting connected and changing energy company
Case study

An administrative error caused a four-week delay in connecting electricity to a new unit

Getting connected and changing energy company
Case study

A customer with a Smart Meter questions why he is unable to receive monthly bills

Delayed and catch-up bills
Case study

A residential customer received a higher than expected gas bill

Trouble paying a bill, High bills
Case study

A customer with financial hardship resolves her dispute with her energy retailer with the help of a financial counsellor

Trouble paying a bill
Case study

A customer was unhappy with vegetation management by an electricity distribution network on and around his property

Meters, poles, wires and pipes
Case study

A residential customer was concerned that his hot water service time switch did not adjust for daylight savings

Meters, poles, wires and pipes
Case study

A customer disputes a water bill that seems too high (April 2018)

High bills