Ombudsman's investigation avoids disconnection
/complaints/case-studies/ombudsmans-investigation-avoids-disconnection
Energy
Connection Issues
Billing
A customer received a bill which included charges from an account they claimed to have closed.
Infrastructure moved without cost to the owner
/complaints/case-studies/infrastructure-moved-without-cost-owner
Water
Impacts on Property
Other Services Affecting You
A property owner complained that a water mains and valve was in a hazardous position and would affect development plans.
Bill corrected and credit listing removed
/complaints/case-studies/bill-corrected-and-credit-listing-removed
Energy
Credit
A customer complained that their credit listing was incorrect and that they had not received notification of the debt.
Ombudsman assists in keeping customer connected
/complaints/case-studies/ombudsman-assists-keeping-customer-connected
Energy
Credit
Connection Issues
A customer experiencing financial hardship received a large bill and was at risk of disconnection.
Bill for damaged water meter waived
/complaints/case-studies/bill-damaged-water-meter-waived
Water
Billing
A customer complained that they were not liable to pay for damage to a water meter that had been hit by a vehicle.
Credit listing removed after Ombudsman involvement
/complaints/case-studies/credit-listing-removed-after-ombudsman-involvement
Energy
Billing
Credit
A Retailer was asked to transfer an account to housemates, but bills continued to be sent in the customer’s name.
Investigation of damage to appliance
/complaints/case-studies/investigation-damage-appliance
Energy
Supply
A customer complained that compensation was not offered when an appliance was found damaged after a meter exchange.
Ombudsman facilitates a correct payment
/complaints/case-studies/ombudsman-facilitates-correct-payment
Energy
Credit
Customer Service
Following a complaint to the Ombudsman about a cheque for a deceased estate, a new cheque was issued by the provider.
Ombudsman involvement reduces estimated bills
/complaints/case-studies/ombudsman-involvement-reduces-estimated-bills
Energy
Billing
A customer experiencing financial hardship complained of receiving a number of bills based on estimated meter readings.
Ombudsman involvement leads to backdated rebate
/complaints/case-studies/ombudsman-involvement-leads-backdated-rebate
Water
Billing
A pension customer complained that their concession had not been applied and were seeking to have it backdated.