Billing “” where does it all go wrong?


Conference: Metering, Billing, CRM/CIS Australia and New Zealand 2005.
Location: Melbourne
Presenter: Bridie Fennessy
Abstract:  Billing – where does it all go wrong? … Bridie Fennessy, Conciliation Manager for the Energy and Water Ombudsman (Victoria) (EWOV) says that some days at EWOV, it’s more a case of Billing – where doesn’t it go wrong? 

In this presentation, Bridie will discuss the most common billing issues EWOV deals with — what EWOV cases show about those issues, how customers may be affected and how problems may be avoided.

EWOV is an industry-based alternate dispute resolution scheme which receives, investigates and facilitates the resolution of complaints involving consumers of energy and water services in Victoria and members of the scheme.  It opened in May 1996 and since then, has helped almost 70,000 electricity, gas and water customers.

Billing has consistently been EWOV’s most common case issue overall — 62% of all cases in 2000, rising to 67% in 2004.  It’s also an issue that can be far from straight-forward, since a billing case can be a complex mix of inter-related issues.