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Who do we complain to?
Electricity provider keeps screwing up


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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 KeisarynjaDoe2010

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 Studybug

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.




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