THE apologies are in but the explanations are not from gas retailer AGL and NSW gas infrastructure owner Jemena.
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Since Lesleigh Hatton’s tale of woe with AGL and Jemena went to print the Lithgow Mercury has received plenty of feedback in regards to your billing problems.
Amiens Street resident Emma Howell’s story has some similarities with Ms Hatton’s, a $4000+ gas bill with a wildly guesstimated meter read.
Ms Howell’s main problem is that AGL has told her that the meter read of over 13000 was correct. The Lithgow Mercury observed the actual meter, 10,000 lower, with the read in the 3000s.
To add insult to injury AGL billed her for a requested meter read that still ‘recorded’ the wrong reading.
She said no bill was received for the quarter of the $4000+ but it was added to her next one back at a normal level which at least allayed her fears about a gas leak suggested by AGL.
An Atkinson Street resident, name withheld, told of her battles over the phone with AGL concerning a dog access issue.
For 15 months she asked for an actual meter read to be done, not a guestimate, at her address.
She said that AGL told her that they couldn’t get to the meter during this time because of a dog problem.
A problem she said she has shouted down the phone to AGL she doesn’t have as she has no dog.
Jemena the company responsible for reading the meters did not offer the Lithgow Mercury a reason for the meter read discrepancies at both addressees when asked.
“We sincerely apologise to Emma Howells and (name withheld) for the stress and inconvenience caused by their separate billing issues.
“We have spoken to Emma Howells today to correct her bill, and we will continue to try to contact (name withheld) to resolve the issue.
“We encourage any of our customers who may suspect an issue with their gas bill to contact their gas retailer, and we assure them that no one will be out of pocket for an incorrect bill,” A Jemena spokesperson replied.
An AGL spokesperson had little more to say.
“AGL Energy relies on information from gas and electricity distribution companies to calculate customers’ energy usage.
“Jemena Gas Networks is responsible for gas distribution in Lithgow and has confirmed it will conduct an actual meter read at both properties.
“AGL sincerely apologises to Ms Hatton... for any inconvenience related to the estimated meter reads, and we continue to engage with all levels of the Jemena Gas Networks organisation and the regulator to drive an improvement in the service Jemena provide to AGL and our customers.”
