The Energy and Water Ombudsman Queensland (EWOQ) is a free, fair and independent dispute resolution service for unresolved complaints with your electricity, gas or water supplier. Before you contact EWOQ with your complaint, you must first try to resolve the problem with your electricty, gas or water company.
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Estimated bills case studies

Further information:

Estimated bills results in huge debt

The customer lived in an apartment complex, and had a natural gas meter that was not easily accessible without prior access arrangements being made with the building manager. On numerous occasions the customer contacted his retailer to make suitable arrangements for an actual meter reading, but with one exception these were unsuccessful. As a result, the customer received estimated bills for nearly three years which eventually led to a bill of $2,152 being received. Frustrated with the situation, the customer contacted EWOQ.

Outcome: EWOQ arranged for a photograph of the gas meter to be provided to the retailer which was accepted as an actual reading. A revised bill for $386 was then issued. Additionally, EWOQ investigated options to provide access to the meter. Details regarding meter access were updated in the retailer’s customer data base and the department responsible for meter reading was contacted to ensure there are no further issues.