Consumer Case Studies
Case studies provide a useful tool in highlighting areas of recurring customer concern, complaint trends, or new and emerging customer issues across energy, gas and water.
Poor Customer Service
A customer's supplier, without authorisation, debited a large sum from their bank account.
Incorrect Meter Reading
A customer received a large catch-up bill due to their supplier and ESBN mismanaging their electricity account.
Incorrect customer classification
A customer requested a change in their premises classification and backdating for this change.
Level pay and budget plan
A customer signed up to a level pay and budget plan with set payments but noted rising arrears on his bills.
Gas Catch-up Bill
A customer received a catch-up bill following a series of estimated gas meter reads.
Smart tariff sign-up
This customer had a smart meter and signed up to a smart tariff instead of a 24-hour tariff.
Customer seeking smart meter removal
This customer had a smart meter installed, but they later requested that it be removed.
