ActewAGL gas methods, is it just me?

By 11 May, 2013 15

I got my gas bill this evening. I nearly had a heart attack. Apparently I have used $703.04 worth of gas to heat my home over the last 12 days.

However, after I breathed into a paper bag and had a glass of Shiraz I worked it out. ActewAGL have calculated my bill based on a “previous meter reading” of 0 to a (current when they read the meter) meter reading of 818 meaning that they think I used 818 units of gas.

However, my previous meter reading was 799 not 0 (it says so on my last bill), so I have actually used 19 units of gas NOT 818.

Using ActewAGL’s maths, each unit of gas costs me $1.16, therefore my bill ought to have been $22.10 not $703.04.

Is it just me?

And also:

How painful will it be to have ActewAGL rectify this error? Yes, I know, rectally painful I’ve seen how some of you work, but really, anyone?

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15 Responses to ActewAGL gas methods, is it just me?
#1
mr reason7:46 pm, 11 May 13

Just bloody call them and find out

#2
MWF9:12 pm, 11 May 13

mr reason said :

Just bloody call them and find out

If they took calls on the weekend I would bloody call them.

When I call, do you think they’ll tell me about other people they have scared half to death by issuing an inaccurate bill?

Is it just me on this occasion or is it a widespread fault? Has it happened to others and does it happen often?

#3
Deref9:28 pm, 11 May 13

We must not be paying the boss enough.

#4
tommy10:03 pm, 11 May 13

A similar thing happened to a guy at work. The Actewagl explanation was “oh we could not get to your meter so we just estimated the reading high so you would contact us” ….

#5
giulia12:09 am, 12 May 13

Same thing happened to us 3 years ago when we bought our house. We got a bill for $1200 for gas they thought we had used over 8 days. We didn’t even have the gas connected to any appliances. We wrote letters, spent hours on the phone to them. There were problems with their computer system where they couldn’t adjust the figures. They kept sending bills, each time the amount due higher due to fees and interest. Last one we received was about 6 months ago. It had reached $10,000. Absolute mess.

#6
Pork Hunt9:06 am, 12 May 13

tommy said :

A similar thing happened to a guy at work. The Actewagl explanation was “oh we could not get to your meter so we just estimated the reading high so you would contact us” ….

It should be noted that gas, electricity and water meters in the ACT are more than likely read by Fieldforce.

#7
basketcase9:24 am, 12 May 13

I have had two occasions when false readings were applied gas bills.

The “errors” were made at the change over of tenants of our house (the tenants being our kids)

Having done a bit of auditing in my time it seemed like an internal fraud (between reader and the accounts section).

They further compounded the problem by wanting to charge a higher rate per MJoule on the revised account.

Trying to get them to rectify the problem was a bit of a problem, they accused me of leaving heaters/ovens etc on all day and *they* possibly couldn’t be wrong. Anyway they eventually re-read the meter and we then went into the MJoule argument.

These days life should be a little easier. Just take a photo of your meter and send it to them.

Wonder if they still have the same people worrking there.

#8
fabforty10:03 am, 12 May 13

They mis-read my meter once too. They were surprisingly good about it, although it did take several weeks to get a new reading.

#9
bundah2:05 pm, 12 May 13

Sure stuff ups are a fact of life however when one’s on the receiving end it ain’t bloody funny particularly when you’ve gotta ring ‘em to sort it and they give you the run-around.Good luck!

#10
goggles138:11 pm, 12 May 13

all of the issues outlined in comments on this post are the consequence of Actewagl having no competition in this territory. their customer service is obviously very poor because they don’t have to try to get customers.

I’ve received two letters from Actewagl stating that they tried to call me to discuss my account. Letter was a total load of rubbish as I never received a call on my home phone, work phone or mobile. I had to call them, and they still stuffed things up.

bloody hopeless company

#11
MountainBoy9:31 pm, 12 May 13

I got an $850 gas bill last year when my house was being renovated and the gas was turned off for the entire billing period. The meter reading had been ‘estimated’ . They claimed that the contractor had probably skipped the reading because the meter wasn’t accessible, even though the meter was at the front of the house and more accessible than it was before the renovations. I still got a bill after a reading was taken because I’d been under charged during previous billing periods because they hadn’t read the meter in a long time.

It was easy to resolve, although it took a second call to get a refund rather than a credit. It was more of an inconvenience than a major hassle to sort out.

#12
steveu6:16 am, 13 May 13

I guess the lesson for all Canberrans through your experience is to always check your gas bill.

#13
Dick Tracy9:32 am, 13 May 13

ActewAGL should be in front of the ACCC for overcharging as there are too many of these stories. Accusing customers of leaving ovens on all day is an outrageous tactic. Sending bills of $700 or $800 based on an estimate for whatever excuse, is appalling. ActewAGLs relationship with the ACT Government is way too cosy. The entire board should be sacked immediately.

#14
dungfungus12:37 pm, 20 May 13

Your gas bill (and electricity too) may soon be coming from China with giant conglomerate China State Grid just paying $3 billion dollars for control of extensive distribution grids and pipelines in Australia which include a 50% control of all gas and electricity that comes into the ACT.
I am very surprised this has slipped under the radar locally as it was reported on extensively in the SMH business section on Saturday.

#15
dungfungus2:17 pm, 20 May 13

dungfungus said :

Your gas bill (and electricity too) may soon be coming from China with giant conglomerate China State Grid just paying $3 billion dollars for control of extensive distribution grids and pipelines in Australia which include a 50% control of all gas and electricity that comes into the ACT.
I am very surprised this has slipped under the radar locally as it was reported on extensively in the SMH business section on Saturday.

About SPI (Australia) Assets Pty Ltd
SPIAA is a private company that mainly owns and maintains electricity distribution, gas distribution and transmission assets, including:
? wholly-owned regulated assets – an electricity distribution network serving over 300,000 customers in north-west Melbourne, Victoria and a gas distribution network serving over 1 million customers in Sydney, New South Wales;
? partially-owned regulated assets – 50% ownership of the electricity and gas distribution networks in the Australian Capital Territory (ActewAGL Distribution); and 34% of United Energy Distribution, an electricity distribution business serving the south-eastern suburbs of Melbourne; and
? wholly-owned unregulated assets – gas transmission pipelines in Victoria, New South Wales and Queensland, a recycled water scheme in New South Wales; and utility infrastructure services provider, Zinfra.

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