Noisy transformer causes distress
The customer had purchased a new home and complained many times to their energy supplier about a noisy transformer located beside their property. Tests were conducted by the energy supplier which determined the noise was within the limits allowed under the Australian Standard. The customer was still not satisfied, insisting the noise was disturbing their sleep and causing them distress.
EWOQ investigated options with the energy supplier and arranged for the energy supplier to meet the cost of installing panelling around the transformer to reduce the noise.
Supply upgrade upsets neighbourhood
An energy supplier decided to upgrade its electricity network in an area by increasing the height of its existing poles along an esplanade. Many local residents contacted EWOQ because they believed their energy supplier should have consulted them as the higher poles would block their waterfront views and devalue their properties. EWOQ visited the site and consulted with the residents and the energy supplier.
After viewing the site of the proposed route and further discussions with the energy supplier it was determined that the upgrade of the electricity supply was necessary for the area. EWOQ then negotiated with the energy supplier to upgrade the electricity supply from a different direction that would not affect the residents' views.
Pillar box woes
The customer contacted EWOQ upset about an electricity pillar box located on the footpath blocking access to the driveway for his dental surgery.
The energy supplier refused to move the pillar box unless the customer paid for its relocation. EWOQ pointed out to the energy supplier that the customer wanted to install three phase power for his dental surgery. As the energy supplier had a policy of providing upgrades to three phase power free of charge it agreed to relocate the pillar box at the same time.
Site visit not received
A customer advised that there had been a bad storm in his area and he lost power at his home. The customer noticed his neighbours' lights were still on so he contacted the distributor who suggested he check the switches on his meter board. After the customer checked the switches his power was restored and he subsequently contacted the distributor and advised his power had been restored. The customer later received a bill from his retailer with a charge of $250,00 for a site visit. When the customer contacted his retailer he was advised this was a pass through charge from the distributor. A pass through charge is a charge from the distributor passed directly onto the customer from the retailer. The customer contacted the distributor who advised a crew had attended his premises to restore his power. The customer disputed this and as he had solar PV panels installed at around the same time as the storm, thought the distributor may have had the work orders confused.
We investigated the issue and contacted the distributor to request an explanation for the charge, and documentation regarding the work order. Although the distributor's work crew was in the immediate area the crew did not attend the customer's home to restore his power. As a result, we were able to negotiate with the distributor for a reversal of the pass through charge.