Complaint about double billing leads to significant refunds to strata customers

A customer in a strata complex found that they were being “double billed” for their electricity consumption. The customer said that the strata manager billed them for consumption through the master (common supply) meter, while a Retailer billed them for consumption through their unit’s sub-meter. The customer complained to the Retailer, who agreed not to pursue unpaid bills on the customer’s account while the Distributor and strata manager were resolving the metering issues, however would not provide a refund for the consumption charges. The customer complained to the Energy and Water Ombudsman.

The Energy and Water Ombudsman escalated the matter with the Retailer and Distributor. The Retailer and Distributor conducted a significant investigation into the incorrect metering arrangements and billing that had occurred over several years affecting several properties in the strata complex. The Energy and Water Ombudsman’s investigation provided independent oversight of the Retailer and Distributor’s progress and ensured the customer was kept informed.

As a result of the investigation by the Distributor, Retailer and Energy and Water Ombudsman, the Retailer refunded all the residential sub-meter customers in the strata complex for several years of charges.