Ombudsman's investigation avoids disconnection

A customer received a bill from their Retailer, which included consumption charges transferred from their previous residential property. The customer claimed to have closed the previous account and that the consumption was by a subsequent occupant of the property. The Retailer disputed this, and had informed the customer they would be disconnected if the transferred amount was not paid.

The customer contacted the Energy and Water Ombudsman. An investigation, which included reviewing independent records, supported the customer’s claim that the account had been closed correctly. Following the Ombudsman’s involvement the Retailer waived the transferred charges and the disconnection was avoided.