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- ACT
This was published 7 years ago
ActewAGL customers billed for estimated meter reads after 'computer glitch'
By Katie Burgess
ActewAGL has denied customers in the ACT will be forced to pay for natural gas they did not use, despite some customers receiving bills based on estimated reads in error.
Melissa Langerman was charged $300 more than she should have been after what she was told was a system-wide mix-up by the gas supplier.
ActewAGL has caused a furore over incorrect gas bills.Credit: Jeffrey Chan
The Gordan resident claimed an ActewAGL customer service representative told her customers across Canberra were mistakenly billed for estimated reads due to a "computer glitch" where their actual meter reads were not processed.
As a result, Ms Langerman was hit with a bill for $1275.34, when in fact she should have been charged closer to $900, an ActewAGL representative told her.
Melissa Langerman's gas bill was based on an estimated read, despite a technician reading her meter.
She said she was concerned that other affected customers might have paid the incorrect bill without question.
"Because of the tenor of the letter which basically suggests there's a problem because the meter reader couldn't access the meter, some people might have actually thought that was their problem rather than Actew's and have paid the bill in advance," Ms Langerman said.
"I'm concerned there are a number of people, particularly elderly people, who may have had a huge extra input in their gas bills and they would have paid that money."
Ms Langerman was told her bill would be reissued with the correct amount owing but had not yet received it when she contacted Fairfax Media.
Retail general manager Ayesha Razzaq blamed the problems on a new system to monitor gas meter data that the Australian Energy Market Operator required ACT and NSW distribution companies to switch to earlier in the year.
"The system change has caused issues with meter information between all gas distributors and retailers in the ACT and NSW, resulting in some customers receiving estimated bills. In most cases, this is based on the customer's average daily use," Ms Razzaq said.
She said customers would only pay for the gas they have used.
"No customers will be worse off as a result. If a customer has paid too much or too little as a result of an estimated bill their account will be adjusted."
ActewAGL customers concerned about their gas bill can call the ActewAGL Assist team on 13 18 86.