Investigation leads to removal of credit listing
/complaints/case-studies/investigation-leads-removal-credit-listing
Energy
Credit
A customer who moved house for medical treatment complained that they had not been notified of a credit default.
Ombudsman involvement reduces bill
/complaints/case-studies/ombudsman-involvement-reduces-bill
Energy
Billing
A customer complained about a high catch up bill after a number of estimated meter readings.
Apology and concessions for elderly customer
/complaints/case-studies/apology-and-concessions-elderly-customer
Energy
Billing
Customer Service
A person complained that bills continued to be issued in a deceased parents name, after closing that account.
Waived debt due to history of domestic violence
/complaints/case-studies/waived-debt-due-history-domestic-violence
A customer who had been subject to domestic violence had high bills and was sent multiple confusing estimated bills.
Debt waived and concessions applied for a customer
/complaints/case-studies/debt-waived-and-concessions-applied-customer
Energy
Billing
Customer Service
A customer who could not work and was receiving a disability pension was denied financial assistance by a Retailer.
Reassessment and reduction in water charges
/complaints/case-studies/reassessment-and-reduction-water-charges
Water
Billing
Credit
Property reclassified resulting in lower water service charges.
Payment for damage due to faulty connection
/complaints/case-studies/payment-damage-due-faulty-connection
Energy
Supply
Connection Issues
Damage to meter during solar installation results in compensation.
Further payment arrangement provided
/complaints/case-studies/further-payment-arrangement-provided
Energy
Credit
Billing
A single parent complained about a high electricity bill, due to historical debt and ongoing affordability issues.
Investigation corrects historical billing issues
/complaints/case-studies/investigation-corrects-historical-billing-issues
Energy
Billing
Business receives credit after inadvertently paying for consumption at neighbouring premises.
Payments reduced with aid of financial counsellor
/complaints/case-studies/payments-reduced-aid-financial-counsellor
Water
Credit
A customer in financial difficulty receives assistance to manage repayments for a water services debt.