Default listing removed after Ombudsman involvement

A customer complained to their gas Retailer about a default listing for an outstanding bill for their previous residence. The customer had moved out of the residence and did not receive a notification about the default listing from the Retailer, although the Retailer had the customer’s current phone number. The customer complained to the Retailer but did not receive a response. The customer complained to the Energy and Water Ombudsman.

Prior to commencing an investigation, the Energy and Water Ombudsman escalated the complaint with a senior staff member at the Retailer to try to facilitate a resolution between the Retailer and customer. The Retailer agreed to remove the default listing in the circumstances.