Mr A’s electricity bills kept rising, but his usage was stable. His neighbour had cheaper bills, and more people in the house. Mr A’s first complaint to his company wasn’t followed up. His second complaint remained unresolved. Mr A contacted an electrician, who found Mr A’s meter was cross-wired with his neighbour’s. His company confirmed Mr A had been paying his neighbour’s bill for six years. They apologised and offered Mr A $2,500 - the amount overpaid plus a $400 customer service payment. Mr A wanted a $1,400 customer service payment.

Outcome: The Commissioner said Mr A’s original complaint should have been recognised and escalated. A $1,200 customer service was reasonable.

Your complaint should be recognised and responded to. If it’s not sorted, contact
Utilities Disputes.

After receiving no power bill for three months over winter, Ms T received a high bill. She complained that she’d had no opportunity to adjust her usage. The delay was the result of her company mistakenly terminating her account instead of her neighbour’s.  After receiving the high bill, Ms T reduced her usage, and her bills decreased.

Outcome: The Commissioner said it’s reasonable to rely on regular bills to understand and adjust your power usage. She recommended the company pay Ms T $185.61, the difference between her average usage post-bill and the usage during winter. 

Regular bills help you to understand your power usage. Contact your company if you have any concerns. If it’s not sorted, contact Utilities Disputes.