“Estimated usage” charges being used instead of official meter reads are leaving many hot under the collar. Picture: Thinkstock

Gas companies issuing bills based in estimates — used when meter readers can’t access a meter to get an “official” reading, or when self-reads aren’t submitted in time — are feeling the heat as fed-up customers head to the industry ombudsman in an attempt to be charged only for what they used.

In one Sydney apartment complex, residents complained of bill hikes of up to 70 per cent, and year-long disputes to sort it out.

Others were told there would be a special charge for a meter reader to come to their home to provide an “official reading.” Frustrations heightened when self-reads were ignored.

One man took to his local residents’ Facebook group to vent, and received similar tales of woe.

“We just received our quarterly bill ... based on an “estimate”— THE BILL SUGGESTS 6 TIMES HIGHER USAGE THAN THE SAME PERIOD LAST YEAR,” he wrote.

“Not sure how their estimate process works but even taking a reading today (1 month after the billing period ended), the error in the estimate they’ve used is 72% of the bill. Keep an eye out everyone. What a scam!”

Another resident replied: “We have to hope someone is at home when a meter person is in the building so they can get under our kitchen sink, and so far that has never happened to me, hence the quarterly drama every time a gas bill arrives.”

Then there were the people who took a day off work to wait for a meter reader, who failed to show.

One resident was told “they couldn’t gain access to our unit so they ‘estimated’ on the same period last year. Last year there were different tenants, who used the gas heater,” he explained.

“Their only solution was that someone had to be home all day on the 19/7 for another reading. They couldn’t book a time and failure to be there would incur a $80 charge.

Frustration meter at a high: The laws say official reads must be done once a year. Picture: SuppliedSource:Supplied

“THEY HAVE US OVER A BARREL”

“They declined my suggestion of us reading the meter ourselves. They have us over a barrel as I have a direct debit for $80 a fortnight set up to cover both utilities, which was way in credit and now I’m in debit.”

Another unhappy resident’s roundabout of reissued and still incorrect bills, threats of “recovery action” and lost self-reads sent him to the Ombudsman.

“About the fourth time I’ve received an AGL gas bill with an incorrect ‘estimate’,” he said.

“I give them the readings, bills come back as an “estimate” two or three times the amount. I chase it and give the readings again, assured a new bill will be issued only to receive a warning overdue notice with the same amount. Times four and hours on the phone with them. Ridiculous.”

Fury: One customer claimed his bill was six times higher thanks to estimated reads. Source: FacebookSource:Facebook

Three big players in the gas game: meter-reading contractor Jemena Gas Networks, and gas providers AGL and Energy Australia say they are following the law with estimated usage readings.

Jemena completes meter reads and provides meter data to energy retailers as part of the regulated billing process.

Earlier this year, it stopped putting self-read cards into letterboxes when its readers couldn’t access meters, but it rejects claims its readers make little effort to gain access, or that they failed to turn up for special read appointments.

Jemena “understands that billing issues as a result of estimated meter reads can be concerning for our customers, and is “working hard to resolve any outstanding issues associated with an IT upgrade in May this year that has resulted in some customers having their gas usage estimated,” a spokesman said.

“Jemena is not aware of any verified self-reads being rejected, or of any instances where a meter reader has not attended a special meter reading.”

Exasperated customers have resorted to calling in the NSW Ombudsman to settle disputes. Source: FacebookSource:Facebook

Adding to the confusion is that even when customers supply their own reads, because the data hasn’t been verified by the gas network distributor, it’s still shown as an ‘estimated read’.

Relief of some form may be in sight for NSW customers, with AGL telling news.com.au today it will now treat a customer-provided meter read as “higher quality” than estimated reads.

“We have made the decision to treat a customer-provided meter read as higher quality than estimated reads from the network,” an AGL spokesman said.

“This weekend we will introduce functionality in NSW to allow customers to receive a bill based entirely on the customer’s own meter read, if the read is provided to us within three days of the next scheduled read date listed on the invoice for customers on the standard bill cycle, and within one day for customers on AGL monthly billing.”

OMBUDSMAN COMPLAINTS

The Energy and Water Ombudsman NSW Office’s (EWON) own website contains a list of case studies from frustrated customers, and says it is increasingly concerned about the volume of complaints.

EWON says it has taken between 300 and 350 complaints each quarter in the past 18 months, in a climate where complaints about other issues are decreasing.

“We are very aware that complaints about estimated gas bills are high,” a spokesman said.

“Jemena ... implemented a new billing system in May this year and this, along with meter access issues, has been a contributing factor.”

If you meter is inside your home, and you’re not there when the meter reader calls, the onus is on you. Picture: SuppliedSource:Supplied

EWON says it’s big concern is estimated reads have the potential to lead to large catch-up bills creating financial hardship for the customer.

“Also, receiving estimates does not allow customers to change their consumption to reduce their energy bill. Everyone wants an accurate bill based on actual usage,” EWON said.

“The meter reading regulations provide for estimated reads to be undertaken when access issues prevent actual reads, with the provision that at least one actual read occurs annually.”

“IT’S RIDICULOUS”

Consumer advocates say the risk is greater for people using direct debit arrangements to pay their bills.

Consumer Action Law Centre spokesman Jonathon Brown said the centre has handled a number of cases in which customers’ accounts have been drained to pay a bill, leaving them overdrawn as dispute resolution rolls out.

Another happy customer. Source: TwitterSource:Twitter

“It’s ridiculous and consumers should be demanding better from what are essential services,” he said.

“A lot of the onus of making sure readings are accurate and bills are accurate is being lumped onto consumers, which is ridiculous when the energy companies are the ones providing the service.

“Have these companies set it up so it’s easy for them, or so the customers are getting the best service?

““When estimates are used, it’s important to do a regular check and make sure you’re not being ripped off.

“In terms of direct debit, the money is already gone out of their account. We deal with a lot of people on low incomes who don’t have that money in the bank. If a huge gas bill comes out based on an estimate it sends their account into overdraft, then their bank charges them extra fees and their financial situation gets worse.”.

Another customer on the “estimated usage” merry-go-round. Source: FacebookSource:Facebook

EnergyAustralia relies on readings supplied by gas distribution network owners like Jemena to formulate its bills.

“Under the National Energy Retail Rules at least one actual meter read is required a year. That’s often when an inaccuracy in an estimated meter reading is identified,” a spokesman said.

“In accordance with industry rules, estimated reads are used for a range of reasons such as when a meter is locked or when access to the property is restricted.

“We encourage a customer who has any queries regarding their account or bill to contact us; we can follow up the matter with the distribution company on the customer’s behalf.”

Another online plea for customer service. Source: Supplied Source:Supplied