Debt waived and concessions applied for a customer
A customer who could not work and was receiving a disability pension was denied financial assistance by a Retailer.
Due to a medical condition, a customer had recently ceased work and was receiving a disability pension. The customer complained to the Energy and Water Ombudsman that they had contacted the Retailer to discuss a high account and request financial assistance and were not successful in obtaining any relief that was suitable to their needs. The customer also complained that the Retailer’s customer service representative did not accommodate the communication challenges the customer faced due to their disability.
Following contact from the Energy and Water Ombudsman, the Retailer reconsidered their decision and agreed to resolve the complaint by waiving the debt and applying a concession to the account. The Retailer also undertook to provide feedback to relevant staff on communicating with a person with disability.