By CAMERON LUCADOU-WELLS
SICK of electricity bill shock, Dandenong resident Alan says he’s saved hundreds of dollars by questioning inaccurate bills from his supplier AGL.
But it will cost you several hours of phone time, judging by Alan’s experience.
Alan, who does not wish to reveal his surname, and his wife are both invalids and on pensions, so every cent counts.
They run a frugal power-saving regimen at their household, rarely running heaters or other appliances, all of which are switched off at the wall. Their average quarterly bill is about $150.
“I’m prepared to pay what’s fair,” Alan says. “But I won’t stand by and let them rip me off.”
Since 2007, he has questioned and won reductions on eight of his quarterly bills, which had inexplicably soared.
On these occasions it took multiple follow-up calls to AGL and the Energy and Water Ombudsman Victoria to seal the deal.
An AGL spokesman would only confirm two miscalculations in 2009, one due to a “system issue” and the other due to a missed concession benefit.
“In the majority of cases, AGL has confirmed the accuracy of the billing,” the spokesman said.
Alan, who has meticulously compiled his AGL bills and receipts, said he successfully contested bills in 2007-12. The most severe discrepancy was a $481 bill in October 2012 — which after a protracted intervention from the EWOV resulted in a $320 reduction.
“This sort of mistake should be illegal,” Alan says. “I have a list of all the calls I’ve made to fight these. I suggest go to the ombudsman — they fight for you.”
EWOV reports that electricity customer complaints rose by 31 per cent in 2011-12. Of the 45,810 complaints, most related to billing by electricity retailers.
“Only very rarely are inaccurate electricity meters the cause of billing complaints,” an EWOV spokesman said.
“One of the benefits of the introduction of smart meters, that are remotely read, is that they will provide enhanced accuracy in measuring energy consumption for the long term.” In AGL’s case, complaints have steadily dropped since a peak of 10,063 in 2009 to 5912 last year.
■ Greater Dandenong Council last week voted to state its disapproval of smart meters to the state government. The council will state that it opposes smart meters on environmental, human health and safety grounds, and that it supports residents’ rights to opt out of smart meter installation. Cr Peter Brown however said legal advice stated the council could not legally prevent smart meters being installed on its premises.
POWER BILL SURGE?
IF you’re concerned about a bill’s accuracy:
■ Check your bills for differences in seasons and circumstances, eg airconditioner use in summer or extra household members.
■ Check if the bill is based on an actual meter read. If it’s an estimated read, it may not match your actual usage.
■ Ring your retailer to give them a chance to address the issue.
If you remain dissatisfied, call the EWOV on 1800 500 509.
Source: Energy and Water Ombudsman Victoria
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