When Mr Q moved homes, he ended up with two electricity accounts, one at his old and one at his new home. The company split Mr Q’s payments between the accounts without informing him, didn’t bill him for six months for his second account, and disconnected it while he was there. Mr Q said the way this had been dealt with caused him stress, inconvenience and a back bill for $1,019.41.

Outcome: The Commissioner found the company provided poor customer service and made a number of errors leading to a wrongful disconnection and a high back bill. Mr Q received a $900 credit payment.

If you’re confused about your bill, contact your company. If it’s not sorted, contact
Utilities Disputes.

The electricity in the home Ms K was renting was disconnected by the network company, without notice, because her landlord hadn’t paid bills for network charges. Ms K said the debt wasn’t hers, and she’d been given no warning. 

Outcome: The Commissioner upheld Ms K’s complaint and recommended the network company pay $300 to Ms K in compensation for disconnecting the electricity supply without notice causing stress and inconvenience. The network company had Ms K’s contact details but did not make efforts to warn her. They did not have the right to disconnect the electricity when Ms K did not owe network charges. 

Before any disconnection, you (the person living at the address) should receive more than one notice.

Mr Z, on behalf of ABC Ltd, complained the electricity company had been billing ABC Ltd on the incorrect tariff, because the bills were more expensive than the previous business owner’s bills. Mr Z said the company hadn’t recognised two complaints, and they ended up disconnecting ABC Ltd’s electricity without sending a follow-up disconnection notice. This affected their business.

Outcome: The Commissioner recommended the company waive the disconnection fee and pay ABC Ltd $500. ABC Ltd had been billed correctly, but received poor customer service because the company: didn’t provide enough information about changes in rates, didn’t recognise the complaint, and disconnected without a valid notice.

You must be adequately notified of a disconnection, and complaints must be recognised.