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

Scenario:

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.

http://www.aer.gov.au/node/1292

#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 Show ticket!

Get your free ticket to the Sydney Essential Baby & Toddler Show for September 25-27 - register online now.

A solo birth, a wasp swarm and a forest fire: mum and baby's amazing story of survival

Desperate, out of petrol and low on food, a new mother lit a fire in the hope of attracting attention.

Boy found on swing died of hypothermia and dehydration, autopsy finds

The story was chilling and heartbreaking: a three-year-old boy was found dead in a Southern Maryland park, his mother pushing him on the swing.

Child's play and laughter help battle fatigue

Feeling fatigued? Uh-huh, thought as much. Join the queue.

Dad shares entertaining 'how to hold a baby' clip

For many new dads, their own child is the first baby they have ever held. So one dad has posted an instructive YouTube video titled "How to Hold a Baby".

The Australian baby with 100,000 Facebook fans

She may be only eight months old, but Egypt has already amassed more than 100,000 fans and received a letter from royalty - Hollywood royalty that is.

Public welcome outside church for Princess Charlotte's christening

Duke and Duchess of Cambridge have invited well-wishers to see Princess Charlotte outside church in Sandringham on day of her baptism.

Tongue tie: what you need to know

Tongue and lip tie can lead to many problems for babies - and their parents. Here are the signs of tongue tie and how it's treated.

My daughter is small but that doesn't matter

My daughter may be small, but it's my job as her parent to refocus back where it belongs - on who she is as a person

Wet wipes linked to rise in allergic reactions

The government has issued a health warning after a rise in allergic skin reactions has been linked to a preservative found in some wet wipes.

Gay couple in their 80s first to wed in Dallas after Supreme Court ruling

Love may have won, but it came with quite the wait.

William Tyrrell's family marks birthday with cake and renewed appeal

The family of missing boy William Tyrrell will mark his fourth birthday on Friday making a cake to share with friends and family as NSW police renewed their public appeal for information on his disappearance.

What all parents should know about safe babywearing

A picture of Ryan Reynolds always gets the girls talking, and a recently shared photo has done exactly that - but this time, it's for all the wrong reasons.

Baby's head shape reveals potentially fatal condition

Thinking her baby just had an unusually shaped head, a mother was shocked to discover it was instead linked to a dangerous condition.

'Help - my toddler hits me!'

My toddler has started hitting when he gets frustrated, is feeling ignored, or just thinks it might be fun.

Why IVF success rates may not be what you think

Transparency, accountability and responsibilityare essential measures to protect IVF vulnerable patients.

On the 10th anniversary of my son's death

This day marks a significant day. Today marks 10 years since I lost my son Kai.

Mother-in-law 'from hell' inspires survival guide

The happily ever after Nicola Milan had imagined wasn't to be – and she blames her mother-in-law.

Name your baby Quinoa, win a $10K gift card

Choosing a name for your little bundle of joy is always a major decision. It can be something traditional, trendy, creative … or inspired by the menu of your favourite chain restaurant.

Owning a pair of nail scissors does not make me a hairdresser

It's been a whole year since sleeping in until 10am. A whole year since having a peaceful shower.

The 83 children who were tragically let down in the last decade

Over a 10-year period, 83 children died from domestic violence abuse in NSW, with three quarters of the victims aged five years or under, the NSW Ombudsman has revealed.

Expert Q&A: Gross motor skill development in toddlers and preschoolers

Dr Katie Heathershaw answers questions about jumping, toe walking, riding a bike and being pigeon toed.

Is it reasonable to expect your partner to give up drinking in pregnancy?

From the moment that I fell pregnant with my son, I realised just how much my life had already started to change.

Stroke victim joins class action against makers of popular contraceptive pill

"I was terrified I would always be this way. The pill needs to come with a much higher warning."

Sexy time

Why you should get excited about scheduling sex

Unfortunately, the belief that sex should always be spontaneous is a myth. It just isn't.

When newborn photoshoots get messy

When it comes to newborn photoshoots, it is all about the timing.

Orphaned baby daughter Ayla wakes from coma

Former All Black Jerry Collins' critically injured orphaned daughter has awoken from her coma and is able to bottle-feed.

Dad takes miraculous catch while feeding baby

One American father has taken multitasking to a new level at a Cubs-Dodgers baseball game at Wrigley Field.

'Samuel is our firstborn, and he will never be forgotten'

Having lost their firstborn at one day old, the Carrolls were overjoyed to welcome their daughter Isobel into the world a year later.

Channel 10's Sarah Harris expecting first child

The Studio host Sarah Harris doesn't mind if her first baby is a boy or girl, but she does hope it is born with one thing in particular.

 
Advertisement
 
Advertisement
 
 
 

What's hot on EB

27 funny ultrasound pictures

Ultrasounds give you a look at your growing baby ... and sometimes what appears to their womb-buddy, or your bub in an amusing position.

The top 6 misleading parenting terms

From 'morning sickness' to 'the terrible twos', there are many parenting terms that are misleading.

When 'good' nannies go bad

While most nannies take pride in their work, there can be some who have a hidden side.

Woman hospitalised for skinny jeans injury

Beware: skinny jeans might be bad for your health.

Gauze seeding: the bacteria-breeding birth trend

A number of women having caesarean deliveries are now taking steps to give their baby a better 'microbiome' start in life.

Jimmy Fallon writes new children's book for dads

Jimmy Fallon, host of NBC's The Tonight Show, recently wrote a children's book about every father's secret wish for their baby's first word to be "dada" - not "mama".

28 names for babies born in winter

Looking for some baby name inspiration for a bub born during the colder months? Here are 28 options from around the world to consider.

The horrible act that sparked a brawl at child's birthday party

The uncle of the seven-year-old girl at the centre of the brawl at child's birthday party in Sydney's west has described the events leading up to the alarming show of violence.

Babies 'benefit from iPads at a young age': study

More often than not, you'll read that screen time for children should be kept to a minimum - but some scientists are now challenging this way of thinking.

Do mums really just obsessively talk about their children?

Natalie Reilly describes three main types of conversations mothers have. And, surprise, they're not all about kids.

Why some dogs might attack babies or young kids

A baby's smell, the noises it makes and even its gaze can contribute to the potential for a dog attack.

Mum demands refund for 'beargina' christening cake

It was meant to be a tasteful cake to help celebrate a three-year-old's christening.

5 things no one warns you about after giving birth

How many times have you been warned about all the sleepless nights you have to 'look forward to' when you become a parent?

Police officer sang nursery rhyme as heartbreaking photo was taken

A police officer arrived at a devastating scene on Thursday: a car crash resulting in all passengers being thrown from the vehicle.

Don't worry, working mums: Just leave Dad in charge at home

Want to open the boardroom doors for women? Encourage - heck, praise - dads who stay home with their children.

Hilaria Baldwin shares post-baby selfie

Just two days after giving birth, actor Alec Balwin's wife posted a post-baby picture on social media.

'Help - my child won't ever do what I ask!'

Compliance is part of the parent-child relationship, but so is resistance. It's all natural.

Postnatal depression support gets $23 million boost in NSW

The Baird government will include $22.8 million in Tuesday's NSW budget to expand a program designed to help parents at risk of postnatal depression (PND).

'I'm just as tired, scared and stressed as you': stay-at-home dad's plea

I'm really lucky to have two great kids, but I found it really tough with so much being aimed at the mothers and not the fathers.

 

FREE TICKET

Get your FREE ticket to the Baby & Toddler Show

Get your free ticket to the Sydney Essential Baby & Toddler Show for September 25-27 - register online now.

 
Advertisement
 
 
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.