Ombudsman investigates large bills following estimated meter readings
Ombudsman investigates large bills following estimated meter readings

/complaints/case-studies/ombudsman-investigates-large-bills-following-estimated-meter-readings

Energy
Billing
A customer received a large unexplained electricity bill, but a test found that the meter was not faulty
Retailer reconsiders complaint and provides waiver of contract termination fee
Retailer reconsiders complaint and provides waiver of contract termination fee

/complaints/case-studies/retailer-reconsiders-complaint-and-provides-waiver-contract-termination-fee

Energy
Billing
Supply
A property to be demolished was liable for an early termination fee from a gas retailer.
Compensation for disconnection error increased following Ombudsman’s involvement
Compensation for disconnection error increased following Ombudsman’s involvement

/complaints/case-studies/compensation-disconnection-error-increased-following-ombudsmans-involvement

Energy
Impacts on Property
Connection Issues
An account was mistakenly closed causing significant food loss due to loss of refrigeration.
Billing error leads to goodwill payment and payment plan
Billing error leads to goodwill payment and payment plan

/complaints/case-studies/billing-error-leads-goodwill-payment-and-payment-plan

Energy
Billing
A newly established business did not receive electricity bills for a year, then received several bills in arrears.
Ombudsman investigation confirms homeowner not liable for damage by contractor
Ombudsman investigation confirms homeowner not liable for damage by contractor

/complaints/case-studies/ombudsman-investigation-confirms-homeowner-not-liable-damage-contractor

Energy
Impacts on Property
The gas distributor incorrectly billed the customer for repairs to its network for damage caused by a contractor.
Disconnection delay leads to goodwill credit and support
Disconnection delay leads to goodwill credit and support

/complaints/case-studies/disconnection-delay-leads-goodwill-credit-and-support

Energy
Billing
Connection Issues
The property remained connected long after the customer closed the account. The retailer tried to bill the customer.
Meter error leads to goodwill payment
Meter error leads to goodwill payment

/complaints/case-studies/meter-error-leads-goodwill-payment

Energy
Billing
A customer received a large catch-up bill after the meter was installed incorrectly.
Solar credit errors resolved with credit and fee waivers
Solar credit errors resolved with credit and fee waivers

/complaints/case-studies/solar-credit-errors-resolved-credit-and-fee-waivers

Energy
Billing
Supply
Customers were not receiving their solar credits. We made sure the retailer provided the right compensation.
Debt waiver granted following Ombudsman involvement
Debt waiver granted following Ombudsman involvement

/complaints/case-studies/debt-waiver-granted-following-ombudsman-involvement

Water
Credit
A customer was promised a debt waiver for maintaining payments. The retailer later requested the full debt be repaid.
Privacy policy

/website-privacy-policy

Learn how we collect, use and protect your information when you interact with our website.