Disconnection delay leads to goodwill credit and support

A customer’s electricity account was closed and the retailer listed the property for disconnection. However, the property remained connected until over a year later. During this time, the occupant continued to receive electricity without being billed but was later issued a large catch-up bill.

The customer’s representative raised concerns with the retailer, highlighting the customer’s vulnerabilities, including health issues affecting their cognitive ability, limited literacy, and financial hardship. The retailer initially offered to waive a portion from the bill, but the representative remained dissatisfied due to the extended period of unbilled consumption and the customer’s inability to manage the debt. The representative contacted us.

Our investigation revealed that the delay in disconnection was mainly due to a systems fault between the retailer and the distributor. Following extensive correspondence and data review, the distributor agreed to provide a substantial credit reducing the account balance. The retailer also committed to placing the customer on a plan to assist with ongoing consumption and financial management.

The complaint was resolved with both the retailer and distributor contributing to a goodwill credit and support arrangement, acknowledging the impact of the delayed disconnection had on the customer’s personal circumstances.

Did you know?...

We understand that there are certain circumstances in which a person may not be able to make a complaint themselves. In these instances, another person may complain on their behalf.

To act on a person’s behalf, we need authorisation from the complainant. This can be provided over the phone or providing a written authority to act signed by the complainant.

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