Customer receives backbill of $6000

Joanne* had been paying around $400 a quarter for quite a while with her electricity provider. When she suddenly received a bill of $6000, she was very surprised.

Here’s how EWOQ helped

When we investigated, we learned that multiple previous bills had been based on estimated usage because Joanne had dogs which prevented the meter reader from accessing the property. Legislation states that residents must provide unimpeded access at all times, and if this is not possible, the customer can provide the energy provider with their own meter readings. As this had not occurred, the provider had sent estimated bills for all the periods where neither access nor customer reads were provided.

When a read by the energy provider was eventually possible, the significant difference between the estimations and the actual consumption was discovered. Joanne had a pool and other equipment that were drawing much more power than the estimates had accounted for.

After reviewing all the information and speaking to both the provider and Joanne, we agreed that the large catch-up bill was correct.

Outcome

The energy provider offered Joanne multiple options under a hardship plan, including a 25% debt waiver and payment matching scheme. They also discussed the potential for her to receive the Home Energy Emergency Assistance Scheme (HEEAS). Just to be sure, the energy provider did offer a meter test, which Joanne declined as a new smart meter was being installed shortly.

Joanne was satisfied with the outcome and started making payments as arranged.

What can you do?

There are a few reasons bills could be larger than you expect, such as multiple estimated bills, new equipment you’ve had installed at home, or maybe an error in the provider's system.

You should always check your energy bills to see if they’re based off actual or estimated usage. If they’re estimated, you should provide a self-read to your provider to get your bill adjusted. This will help you avoid receiving a large backbill at a later date. Read more on estimated bills and what to do when you receive one.

If you believe your energy provider has sent an incorrect bill, and you’ve already spoken to them about it, EWOQ may be able to help. You can read more about complaints we can help with.

*name changed to protect privacy.