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Energy and Water Ombudsman
Victoria Listen Assist Resolve
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Case studies
Case studies
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
Case study
The contents of a $3,200 Chrisco food hamper in the customer's fridge were spoiled due to an unplanned power outage
Outages, brownouts and power surges
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