ActewAGL forced to estimate electricity bills after system error causes delays

Last year, ActewAGL launched a new system for transferring consumption data from electricity meters to the national energy market so billing could be arranged by the company's retail division.

But delays associated with the system left ActewAGL with no choice but to estimate the average electricity usage for thousands of properties to meet billing periods.

While customers have been assured any additional costs will be accounted for in coming months, the charges on the bills have surprised many Canberrans.

"As a result of the transition, there were delays with sending meter read information and estimated meter reads were generated for retailers to use to bill their customers," ActewAGL retail manager Ayesha Razzaq said.

"Estimated meter reading will be adjusted for affected customers on their next bill."

Ms Razzaq said more than 22,000 ActewAGL customers – about 15 per cent of their entire customer base – would receive estimated bills if they had not already.

"ActewAGL Retail is responsible for billing customers based on the consumption data that comes from the national energy market," she said.

Ms Razzaq said customers would only pay for the electricity they had used and no customers would be worse off as a result of estimates.

Jennifer Jones is one Canberran who was shocked to read an estimated bill with charges well beyond her expectations.

Ms Jones, who is the executor of a deceased estate in Page, received an electricity bill of $345 despite nobody living in her property for almost a year.

"Nobody had been living in that property since about April and I've been going over regularly just to check," she said.

Ms Jones said she requested the power remained connected to the house although usage had been limited to a lamp on a timer switch for safety purposes.

"The last electricity bill in October was $105 which was mostly made up of supply charges and the previous two bills were also very low," she said.

"The bill just received is an 'estimate' based on the usage of 12 months ago, ie $345.

"The usage volume shown on the latest bill is the same as the bill from 12 months ago – it is not an average of anything."

Ms Razzaq said ActewAGL followed all legal requirements when assessing a meter and estimates were in most cases based on a customer's daily average use.

She said gas and water bills were not affected by the new systems and encouraged any customers with concerns to contact ActewAGL.

"Our team will be happy to help and discuss their individual circumstances," she said.

Ms Razzaq said ActewAGL often used estimated billing when staff were unable to access electricity meters at properties, due to locks or guard dogs.

In January, ActewAGL was awarded a $40 million contract to supply all of the ACT government's energy needs until the end of 2018.

Chief Minister Andrew Barr said the contract would see the company provide for hospitals, department offices, preschools and unmetered streetlights, traffic lights and parking machines.

"The decision to enter into a four-year contract was made as changes to federal legislation relating to the electricity market provide greater certainty for retailers and consumers than when the contract was last let for two years from 2013 to 2014," he said.

"It is excellent news for Canberra that a local company is the most competitive and best value for money."

Despite the technical glitch with billing, ActewAGL was this week announced as electricity provider of the year by Roy Morgan Research at their customer satisfaction gala in Melbourne.

ActewAGL chief executive Michael Costello said he was proud of the award and wanted to show customers how they could help manage their own energy costs.

"Putting our customers at the centre of everything we do is vitally important," he said.

"It is something my team works hard on every day, and we will continue to do this into the future.