Customer has compensation claim denied for hot water system

Laura* recently had her meter upgraded by her electricity provider and later discovered her home had no hot water. Laura contacted her provider to check that the recent work didn’t affect her hot water system and was advised that it wouldn’t have. After receiving this advice Laura thought that her hot water system had stopped working and had it replaced.

When getting the system replaced, Laura’s electrician advised she should also get her electricity distributor out to check the meter works. The distributor attended and told Laura that the meter had been left in a dangerous state and was not functioning. She did not need to have her hot water system replaced after all, as this was probably the cause of the hot water not working.

Laura then contacted her provider to claim the cost of the replacement hot water system. The provider checked with the workers who attended and advised Laura that their workers didn’t leave the meter in a dangerous state and were not responsible. Laura’s application for compensation was denied.

Laura contacted EWOQ for help.

How EWOQ helped

EWOQ launched an investigation into whether Laura had received incorrect advice to replace her hot water system. We requested the provider give us evidence of what actions had taken place at Laura’s home and what information was provided to her regarding her hot water.

After reviewing the information provided it was concluded that while there wasn’t sufficient evidence to determine who had left the meter in a dangerous state, it was clear that the advice given to Laura by her provider had led to the purchase of the unnecessary hot water system.

Outcome

The provider agreed to refund $1,699.50. This was the full cost of the replacement hot water system. Laura was happy to have the full cost refunded as she could now pay back the loan she had taken out to get the system replaced.

What can you do?

There are several reasons why a hot water system can stop working. It’s important to get professional advice before having the system replaced.

If you believe you’ve been mislead or given the incorrect information from your energy provider, EWOQ may be able to help. You can read more about complaints we can help with.

*name changed to protect privacy.