Jump to content

Who do we complain to?
Electricity provider keeps screwing up

  • Please log in to reply
14 replies to this topic

#1 goldimouse

Posted 15 November 2012 - 04:51 PM


We have been with the same electricity provider for coming up to six years. A while ago one of those door-to-door guys came around and offered what we thought was a better deal, so we signed up. There was a ten-day cooling off period. During the cooling-off period, we realised that their deal was only good for the first twelve months, and our original provider was actually going to continue to be better for us.

So, we backed out. We rang, cancelled with them and went back to our original provider. At the time we cancelled, they said everything was fine.

Three months later we received the first bill rolleyes.gif

We called and said "We cancelled our contract (is that what it is?) with you, and you still sent us a bill."

They said "Oh! Sorry. Yes, it says here you cancelled. OK, you're all fixed up now, you won't receive any more bills." So we received an amended bill for $0.

Then, three months later, we received another bill.

We called, said "We cancelled, and you still sent us a bill... this is the second time it's happened." They apologised again and once again sent an amended bill for $0.

Three months later it happened again, and we got cross with them on the phone. They looked into it further and said that there was some sort of glitch in the system that was causing the problem. They said they had fixed it.

It is now a few months on, and we've just received the first bill again. OMG. They won't stop. We've called them over and over to fix it and each time they say that they have, they haven't. On top of the errant bills, we're receiving promotional material and promotional phone calls that we have also tried to get them to quit.

I'm fed up completely. Who do I complain to, and how? I've never had this kind of problem before.

#2 katpaws

Posted 15 November 2012 - 04:54 PM

Consumer Affairs? Ombudsman?

Talk to someone in management or authority at the company - their complaints department for example. You may want to contact them in writing if it continues. But contact Consumer Affairs for advice. I think there are a lot of issues with the people who do the door to door stuff.

#3 Feralmummacat

Posted 15 November 2012 - 05:05 PM

Depending on your state there is an Ombudsman that you can call.

Here is a link to the relevant states.


#4 JaneDoe2010

Posted 15 November 2012 - 05:05 PM

The Electricity and Water Ombudsman (says my DH the electrician). He also says keep copies of everything. wink.gif

Edited by JaneDoe2010, 15 November 2012 - 05:06 PM.

#5 goldimouse

Posted 15 November 2012 - 06:20 PM

Thanks guys. And thanks also to electrician husbands original.gif

I will pass it on to DH, as he is the one who has dealt with them all the way.

#6 elmo_mum

Posted 15 November 2012 - 06:24 PM

you r now on their mailing list - enjoy reading their ads!!!!

#7 TheGreenSheep

Posted 15 November 2012 - 06:24 PM

Definitely the Ombudsman. Good luck with hopefully getting it sorted.

#8 Crinkle cut

Posted 15 November 2012 - 06:25 PM

Is your old company still billing you as well?

#9 Drowningnotwaving

Posted 15 November 2012 - 06:27 PM

Complain to the company first. The ombudsman is for why you can't get a result from the company.

Are you still paying with your first company?

#10 Crinkle cut

Posted 15 November 2012 - 06:32 PM

QUOTE (Drowningnotwaving @ 15/11/2012, 06:27 PM) <{POST_SNAPBACK}>
Complain to the company first. The ombudsman is for why you can't get a result from the company.

Are you still paying with your first company?

It sounds lke she has complained to the company plenty of times but they need some motivation to fix the problem - like a complaint being made with the ombudsman.

#11 KatakaGeoGirl

Posted 15 November 2012 - 06:33 PM

Are you still paying an electricity bill with your other provider? I think that is the main thing - if not they obviously went ahead and cancelled the other provider as I can't see why you'd have two providers at a time. You still need to pay for electricity - that isn't the point. But they should be required to swap you back to your old provider.

#12 spear_maiden

Posted 15 November 2012 - 06:36 PM

We had the same issue about 5 years ago, except DH did not actually consent to switching over.  Long story short, because they got his name and email address they started sending us bills, whilst we were still being billed by our original provider and without any consent from us.  We even starting receiving letters from debt collection agencies on their behalf.  It took 7 months and 2 calls to the omudsman to get them to stop.  It was also a bit of a process to get it taken off DH's credit history.

They're bas***ds!  Don't waste your time any longer - call the ombudsman and keep calling them until it's resolved.

Good luck!

#13 Drowningnotwaving

Posted 15 November 2012 - 06:41 PM

QUOTE (~maryanne~ @ 15/11/2012, 07:32 PM) <{POST_SNAPBACK}>
It sounds lke she has complained to the company plenty of times but they need some motivation to fix the problem - like a complaint being made with the ombudsman.

Sorry, I thought she had just called them a few times not lodged an official complaint. My bad.

#14 missy78

Posted 15 November 2012 - 06:43 PM

Agree. Call the ombudsman. Also get your current (legitimate) supplier involved as they have the billing rights to the property. Try and get everything in writing; and every time you speak to someone, write it down (start a word doc on your computer, as an example). Make sure you get the name of the person you spoke to as well.
ASk them how to spell it, so they know you are taking it down.

We had a similar issue recently with our gas bill - we were getting bills for the same period off 2 companies. *sigh*

#15 Crinkle cut

Posted 15 November 2012 - 06:44 PM

QUOTE (Drowningnotwaving @ 15/11/2012, 06:41 PM) <{POST_SNAPBACK}>
Sorry, I thought she had just called them a few times not lodged an official complaint. My bad.

You are probably right - I didn't think about it needing to be lodged as an official complaint rather then just calling and complaining.

1 user(s) are reading this topic

0 members, 1 guests, 0 anonymous users


Get your FREE Baby & Toddler Ticket!

Get your free ticket to the Essential Baby & Toddler Show Brisbane (4-6 March). Register online now to save $20!

Newborn baby found in a nativity scene

Police are trying to trace a woman who abandoned a baby boy in the manger of a church nativity scene.

Life would be harder without my kids

The Humans of New York Facebook page is well known for sharing touching, real stories from one of the world's biggest cities – and it's just hit the heart of parents everywhere.

Mum dresses as Wonder Woman for last day of chemo

A Brisbane mum dressed up as a superhero to celebrate the end of her chemotherapy and created a moment her family will remember forever.

How a raisin can predict a toddler's IQ

All you need to assess a child's future intelligence is a plastic cup and a raisin, according to new research.

Former Hi-5 member's cannabis hope

Former Hi-5 star Tim Harding hopes a cannabis-derived drug will help control his daughter's epilepsy, which sees the four-year-old suffering between 50 and 100 seizures a day.

The top 5 reasons your toddler throws a tantrum

Whilst to the outside world little people may appear to have it easy, it's actually not always the case – just ask any toddler who's had their toast cut up the wrong way.

Glenn McGrath thought he'd lost his wife and baby

Australian cricket ledged Glen McGrath has spoken about the moment he thought he might lose his wife, Sara and their baby daughter, Madison.


Inside my Centrelink nightmare

Mother Bec Smith has been trying for months to access Centrelink payments. A "serious error" is preventing her.

Warnings over push for hourly childcare billing

Australia's peak childcare body has called for caution around the Turnbull government's push for childcare centres to charge parents by the hour, not by the day.

Cate Blanchett thought about adopting for years

Cate Blanchett says her recent adoption of a baby girl had nothing to do with wanting a daughter after having three sons.

Kate Walsh: 'I can't have kids'

Grey's Anatomy star Kate Walsh has revealed she is unable to have children because she has experienced early menopause.

The parasite that could boost fertility

The Tsimane women of Bolivia are often revered as among the most fertile in the world - on average having 10 children in their lifetimes -- but some are even more fertile than others.

Family may sue cousin over genetics

A Melbourne couple is suing the Royal Children's Hospital for failing to diagnose a genetic disorder in their first child - an error they allege caused them to have another child with severe disabilities.

Strange things mums have done in labour

While most women in labour focus on the upcoming birth of their baby, some women do more interesting things.

Michael Clarke reveals baby's name

When Michael Clarke said he was wrapped around the finger of his little princess, he wasn't joking.

The logistics of breastfeeding twins

Our life is more or less divided into neat four hour parcels of time and it's hard to get much of anything done in the time between feeds.

How to stop people ruining Christmas

We can make a conscious effort about how we react to those curly Christmas day scenarios that can send us up the wall, or should we say chimney.

Lots of formula offers for desperate mum

The mum who was down to her last three tins of baby formula said she had received hundreds of calls and offers to send her formula.

Surviving breast cancer while pregnant

It was last thing Rebecca O'Donnell expected at 30 weeks' pregnant. One morning, while putting on her bra, she felt a pea-sized lump in her right breast.

Cot sheet brands for the nursery

With so many awesome cot sheet options these days, we thought we'd put together a list of go-to brands for you to seek out for your baby's bed.


What's hot on EB

How I survived breast cancer while pregnant

It was last thing Rebecca O'Donnell expected at 30 weeks' pregnant. One morning, while putting on her bra, she felt a pea-sized lump in her right breast.

Grieving father's letter to Bataclan terrorists: "...this little boy will threaten you by being happy and free"

A grieving father whose wife was killed in the attacks on the Bataclan Theatre last weekend has written an open letter to her killers.

5 challenges of motherhood - and how to see them differently

Despite the smiles, the sloppy kisses and the pure magic children bring to our lives, it's hard to deny that motherhood can be tough.

4 challenges of being a new dad - and how to face them

Becoming a parent is challenging – and that applies to both mums and dads.

My battle against antenatal and postnatal depression

I was five months pregnant when I realised I needed help.

Children swapped at birth will not be returned to biological parents

A boy and girl accidentally swapped on the day they were born will stay with the families who have raised them, a South African court has ruled.

A quarter of men believe they get 'man periods'

A British study has revealed one in four men believe they have a monthly cycle.

Baby deposit

How much do you need to save for a 'baby deposit'?

It's fairly straightforward to calculate a house deposit, but how much money do you need to save up for a baby?

Dad's beautiful note to his wife, a nurse

To anyone else it might just look like a picture of a mum having a nap with her toddler.

'I was a complete schmuck': Mike Baird opens up about his wife's postnatal depression

When his wife Kerryn was not well following the birth of their daughter, NSW Premier Mike Baird buried himself in his work.

Mum's desperate plea as whooping cough alert issued

A desperate mother has shared a heart-breaking video of her baby struggling to cope with a coughing fit caused by pertussis.

Coffee could help you live longer

New US research found people who report drinking three to five cups of coffee a day are less likely to die prematurely from heart disease, suicide, diabetes or Parkinson's disease.

The joy and dread of playdates

To live vicariously through your child is to rediscover anxieties you thought dead and buried.

Sick baby could die without scarce special formula, mum says

Lizzie Cann is down to her last three tins of a special formula in short supply.

Adorable toddler's strop foiled by squeaky shoes

We're probably all familiar with the pouty bottom lip and tightly crossed arms of a tot mid-strop.

More sex during World Cup created more baby boys

More sex during South Africa's World Cup meant a disproportionately high number of boys were born nine months later, a new study has found.

ABC Shop perfect for Christmas gifts

What a boon it would be to have your toddler's Christmas gifts covered this year. We have two awesome ABC Shop prize packs to give away to two lucky winners.

Do fitness challenges really work?

Fitness challenges aren't new. There's Michelle Bridges 12WBT and a bunch of other programs if you really want to lose weight.

What are pregnant women Googling?

Pregnancy is a huge change for any woman, so it's natural we'll have questions - and turn to Google to ask them.



Can't decide?

Check out the Essential Baby Names section for some inspiration

Essential Baby and Essential Kids is the place to find parenting information and parenting support relating to conception, pregnancy, birth, babies, toddlers, kids, maternity, family budgeting, family travel, nutrition and wellbeing, family entertainment, kids entertainment, tips for the family home, child-friendly recipes and parenting. Try our pregnancy due date calculator to determine your due date, or our ovulation calculator to predict ovulation and your fertile period. Our pregnancy week by week guide shows your baby's stages of development. Access our very active mum's discussion groups in the Essential Baby forums or the Essential Kids forums to talk to mums about conception, pregnancy, birth, babies, toddlers, kids and parenting lifestyle. Essential Baby also offers a baby names database of more than 22,000 baby names, popular baby names, boys' names, girls' names and baby names advice in our baby names forum. Essential Kids features a range of free printable worksheets for kids from preschool years through to primary school years. For the latest baby clothes, maternity clothes, maternity accessories, toddler products, kids toys and kids clothing, breastfeeding and other parenting resources, check out Essential Baby and Essential Kids.