Customer accumulates debt after a change in electricity providers

Alex* had solar installed and changed from his original electricity provider to a subsidiary provider. Bills were paid as usual. After a couple of years, Alex was advised that the subsidiary provider was closing and the account would be transferred back to the primary provider. Alex thought nothing more of it, as all customer details would be moved in the transition and no action needed to be taken on his part.

When Alex noticed he hadn’t had a bill in a while, he contacted the provider and discovered that incorrect contact information had been received for him when the account was moved across. This was why no bills or notices were received. The power had also not been disconnected at all during this time, which would have alerted Alex of an issue.

A large debt had accumulated of approximately $3,500 – putting Alex’s family into a difficult financial position.

When Alex called the provider back a short time later, he noted that they still had the incorrect details in their system.

Here’s how we helped

Our investigation confirmed that incorrect contact information had been carried over, and the provider confirmed that it was their error.

As a result, the provider initially adjusted the bill down to $1,200, and then as a commercial decision, further waived the balance, leaving nil owing.

Alex had not expected the whole amount to be waived and was very grateful. He acknowledged that the financial assistance provided by the provider in waiving the bill had significantly assisted his family and was very pleased with the outcome.

*name changed to protect privacy.