Ann: March operational update, page-55

Wrote to Ben and asked question seems has a preprepared statement on this article, and facebook and linkedin is being managed by a new professional team about to launch a new page.   comment on article below;

I would like to place context on the newspaper article you asked for clarity on.

The time at when the article was written, the customer had made a complaint on the circumstance to Energy and Water Ombudsman (EWOQ) and LPE could not informally or legally comment on the case, which did not allow LPE this opportunity.

LPE admit error in processing the direct debt in question although it was not the fact it was taken but the amount.  It was not a computer glitch but an automatic override on the holding of Direct Debt payment.  Once the error was identified, LPE transferred back the incorrect amount of ~$4,900, immediately it was held by LPE for less than a 1 day.

Where the story does not fill in;  The amount owed to LPE was ~$3,100, which was for consumption for over 200days, some months earlier LPE had sent out bills to all customer at the Fairfield site with invites to contact for payment assistance or enquiries, all tenancies paid in full except Loot. At the time of the DD error LPE had supplied electricity to the tenancy for over 200days, and had received no payment for the entire period from loot and the customer voluntarily entered into a direct debit arrangement with LPE they had no requirement to do this.  This you would understand is quite automated, and where LPE admit error in not withholding the debit processing.

On conclusion of the investigation by EWOQ it found LPE correct and at no fault, and was required to issue additional accounts to Mr Graham of ~$1,500.  LPE also absorbed all meter confirmation tests and the cost of an independent consultant to ensure the metering was in fact correct, which we rightfully could of passed onto Mr Graham.

Mr Graham has since agreed with all findings, and is continuing to pay all accounts in full and on time.

We do completely empathise with Mr Graeme in this circumstance but LPE had without fault supplied electricity and service to his tenancy for best part of 7 months without payment.
LPE are not party to how a consumer users their energy, but once alerted to Mr Graham’s concern we assisted in energy audits, and worked on profiling consumption habits to support his reduction in use.  The amount which Mr Graham is charged for the energy is significantly less than if he were outside of an embedded network, especially in Ergon territory, where he would be paying +17% more than with LPE.

I do appreciate you giving Me and LPE the opportunity to place this context on such a story.