Credit listing removed after Ombudsman involvement

A customer complained that, after they had informed their Retailer that they were moving and that the account was to be transferred to housemates, the Retailer continued to send bills in the customer’s name to the old address. These bills were unpaid which resulted in the Retailer listing a default on the customer’s credit rating. When the customer became aware of the credit listing, they paid the debt in full but the listing remained and affected their ability to obtain credit.

The investigation by the Energy and Water Ombudsman revealed that the Retailer was aware that the customer had moved, but continued to send bills for consumption to the customer at the old address. As a result, the Retailer reimbursed the customer for consumption that occurred after the customer informed the Retailer that they were moving and removed the credit listing.