Two separate customers complained to their retailer after discovering they had not received solar feed-in credits for several years.
Customer 1
The retailer acknowledged the error and initially offered compensation, but the customer disagreed with the retailer’s calculation. The customer calculated what they believed to be a fairer amount. When they were dissatisfied with the retailer’s response, they complained to us.
We investigated and reviewed the customer’s billing history, supporting documentation, and the retailer’s methodology for calculating the credit. The investigation found that while the retailer had acknowledged the error, the initial compensation did not fully reflect the customer’s actual solar generation.
Following further review and updated information from both parties, the retailer agreed to increase the compensation.
Customer 2
At the time of their solar installation, the customer was operating a small business from the property but later transitioned the account to a residential tariff. Months afterwards, the customer noticed that solar credits were not appearing on their bill. After contacting both the retailer and the distributor, the customer was referred back and forth without resolution. Eventually, the retailer acknowledged that the meter had not been reconfigured for solar at the time of installation due to an internal error.
The complaint came to us to investigate. During the investigation, the retailer confirmed that the error came from an incorrectly processed service notification. The retailer then arranged for the meter to be reconfigured and acknowledged that the customer had missed solar credits due to the oversight.
Outcome
In both cases, the retailer issued a goodwill credit to the customer’s account, based on estimated solar generation. The retailer also waived the meter reconfiguration and solar application fees.
Did you know?...
Customers with solar PV systems should carefully review the back of their bills which has details of credits applied to their accounts from any excess electricity contributed back to the network. Neither the retailer or distributor can monitor a customer’s solar system, which always remains their responsibility to inspect and maintain using the services of a licensed electrician.
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