Hi, I am an advocate for my parents (pensioners) who have an issue with an electricity supplier and I am seeking advice on where we stand legally in regards to a clerical error on a bill.
The timeline;
* Late October 2013 bill was issued for $950
* (Early November 2013 a single payment was made
* (unknown to us at the time) The electricity company received a duplication of the payment
* Late January 2014 the bill stated it was in credit, I made a phone call to question it, I asked them to double check, they said it was fine, not to worry "payment is not required"
* Late January 2015, bill comes in, it is paid on time as per every other bill
* (unknown to us at the time) 30th January 2015 the duplicate payment was reversed.
* Early February 2015 I sign on to the online electricity account to work out a "pattern" of when the bills were due to find "$950 owing by February 12 2015" we had not received an invoice for this, I click on the "view bill pdf" and it shows the January 2015 bill with no mention of the $950 that is owed.
* I call up The electricity company, they mention Australia post are to blame and I should chase them up, unable to find anyone who was experienced with this issue.
* I have since spoken to the electricity company's complaints department numerous times and their resolutions team telling them that this is not our error, it is a business to business error created by an incompetent employee and this human error had taken far too long to correct, even after we questioned it in January 2014 and they told us that everything was fine and "no payment required." Their argument was along the lines of "we understand this is a sudden amount which may be difficult to pay so we will arrange a payment plan" then telling me that this was all that they can offer. We reached a stalemate and I am of the belief they expecting me to just roll over.
* I have since spoken to the ombudsman and they have informed me that once again the electricity company's resolutions team will contact me, they did not give me any other information.
So my question, in preparation of the next conversation, is there anyone with references or direct links to relevant acts and legislation like Australian Consumer Law that I can read, which will help me better understand both perspectives and if we are actually legally required to pay for their mistake or not.
Thanks in advance
Greg
The timeline;
* Late October 2013 bill was issued for $950
* (Early November 2013 a single payment was made
* (unknown to us at the time) The electricity company received a duplication of the payment
* Late January 2014 the bill stated it was in credit, I made a phone call to question it, I asked them to double check, they said it was fine, not to worry "payment is not required"
* Late January 2015, bill comes in, it is paid on time as per every other bill
* (unknown to us at the time) 30th January 2015 the duplicate payment was reversed.
* Early February 2015 I sign on to the online electricity account to work out a "pattern" of when the bills were due to find "$950 owing by February 12 2015" we had not received an invoice for this, I click on the "view bill pdf" and it shows the January 2015 bill with no mention of the $950 that is owed.
* I call up The electricity company, they mention Australia post are to blame and I should chase them up, unable to find anyone who was experienced with this issue.
* I have since spoken to the electricity company's complaints department numerous times and their resolutions team telling them that this is not our error, it is a business to business error created by an incompetent employee and this human error had taken far too long to correct, even after we questioned it in January 2014 and they told us that everything was fine and "no payment required." Their argument was along the lines of "we understand this is a sudden amount which may be difficult to pay so we will arrange a payment plan" then telling me that this was all that they can offer. We reached a stalemate and I am of the belief they expecting me to just roll over.
* I have since spoken to the ombudsman and they have informed me that once again the electricity company's resolutions team will contact me, they did not give me any other information.
So my question, in preparation of the next conversation, is there anyone with references or direct links to relevant acts and legislation like Australian Consumer Law that I can read, which will help me better understand both perspectives and if we are actually legally required to pay for their mistake or not.
Thanks in advance
Greg