Hi @baysider, welcome to the forum.
Just wondering what state you live in as in Queensland the retailers, like AGL, don’t do the meter reading. It is a metering company which then forwards the reading to the retail companies which then generate the bill.
If you live in an area where a metering company reads the meter (AGL will know this or it may state on your bill), there are some things to consider/work through before deciding to change.These include:
- Is the metering comany carrying out the reading?
No, then changing to any other retailer won’t fix the estimated bill issue as they will also do estimates if they have no meter reading information. It may be worth enquiring why the meter reading is not carried out (e.g. you have a scary looking dog that prevents intruders, prickly bushes, front property gate is locked etc)…I know you have ruled some of these out but they should be able to say b y the service was not delivered. If there is a reason, you might be able to resolve it from your end (ask for the next approximate meter reading date and lock the dog up, arrange for a master key lock to be ihstalled so that the meter reader can access the property/meter).
Yes, then you should be asking AGL why they are not using this meter reading to generate your bill based on actual usage. If AGL can’t answer this or choses not to use the meter reading information, then make n it clear that their service delivery is unacceptable as you will be paying for the meter being read, while AGL is not using this data…in effect it is wasted money paid by you
- Is there a timing issue with the meter being read?
Yes. Say for example AGL generates bill based on a date rather than when receiving the meter reading. If the meter reading is not received by the bill generation date, then they are likely to use estimates. If this is the case, I would be asking for AGL to change the date of your billing cycle to better match the date they are likely to have the meter data. If they don’t do this, ask any other retailers before switching whether they use meter data receival as the trigger for bill generation, not a fixed billing date.
No. Then you need to ask why AGL is not using the data.
While one is usually required to pay for a meter to be read even if it is an estimate (and not read), if it is the result of AGL or the metering company (for example don’t read your meter as it is too hard/don’t know its location on the property even though it is accessible to them) actions, I would be writing to AGL requesting reimbursement of the meter reading charges. You have paid for the service which has not been continually delivered as a result of no fault of your own.
If the meter is read because of something you have done (dog, locked gate etc), then this needs to be resolved to allow the metering company to read the meter. Changing retailer won’t stop the estimates unless these issues are resolved. It will also not be possible to make a successful request for the metering charge reimbursement if the issue is in your control.
The supply address shouldn’t impact on whether an estimate or actual readings are taken. Check the meter number on the invoices to make sure that they are the same as this is what they should be using to generate the bill. AGL should (possibly is a must rather than should) also change the supply address to the right one so that there is no confusion on either your or their part. Have you formally made this request?
A possibility is that their database/metering company database has been corrupted somehow (which may be evident from the supply address changed). If the database for meter reading/bill has been corrupted then it may not be feasible use the metering data to generate actual usage bill. Again this is not yoyr issue and something AGL/metering company needs to resolve ASAP. If this is also the case, I would be requesting for metering charges to be reimbursed.
Also, state governments have an Energy Ombudsman which can help resolve issues with bills such as your. They are as follow:
QLD: You have an electricity or gas complaint... - Queensland Ombudsman
NSW: Making a complaint about your energy or water provider | Service NSW
Vic: https://www.vic.gov.au/law-justice/roles-tasks/ombudsmen.html
SA: http://www.ombudsman.sa.gov.au/complaints/what-is-your-complaint-about/
TAS: https://www.energyombudsman.tas.gov.au
WA: Energy and Water Ombudsman Western Australia - Energy and Water Ombudsman WA
NT: http://www.ombudsman.nt.gov.au
ACT: https://www.acat.act.gov.au/application-type/energy_water/energy_water
If you decide to go down the Ombudsman path, it is important that you document all your interactions with AGL and the responses you have received (phone, email, AGL website messaging, snail mail/letter) as this information will need to be presented to the Ombudsman as part of your complaint and to also justify why the Ombudsman needs to get involved.
From what you have indicated, the service at AGL and by the meter reading company is unacceptable and they need to look into this as you have a right to be only billed for the gas you have used. Having one or at worst two estimate bills could be seen as okay by a reasonable person (which I think I am), but 3 or more is very much very poor service and needs to be rectified.
AGL also has a complaint resolution process. Its details can be found here:
https://www.agl.com.au/get-connected/rates-contracts/your-rights
The AGL complaints process should be followed before any complaint is lodged with the Ombudsman. It looks like you may have attempted Step 1 in this process, but it is also worth doing step 2 before Step 3 (which is the Ombudsman). If you have a account you can log into on the AGL website, you should be able to message them through the account pages. This will possibly prompt a response as they will know you are a verified customer.
Hope this helps and good luck.
Also let us know how you get on.