Apology for mistakes in water bills
BY PATRICK BILLINGS
28 Sep, 2011 08:34 AM
BEN Lomond Water bills are giving some of its customers the chills.
Ben Lomond Water has apologised to its customers for billing errors that have accompanied the company’s first foray into quarterly billing, where access and user charges have been combined.
The most common error seems to be customers receiving an overdue notice on their first bill for 2011-12.
This is a result of the company failing to notify some of its 58,000 customers that their fourth quarter instalment was due at the time.
In another error a customer, who asked to remain anonymous, received a $600 outstanding bill even though he believed he had already paid it.
After comparing his bills he discovered the account had different Bpay reference numbers meaning his prior payments had been missed.
“Looking back I actually have four different Bpay numbers on eight bills,” he said.
“I wonder how many people are going through the same thing and getting a scary $600 plus quarterly bill?”
According to Ben Lomond the irregularities have largely pertained to West Tamar residents.
The company is up front about the difficulties in reforming Tasmania’s water utilities over the past two years.
“Unfortunately it’s customers that have borne the brunt of it,” a spokeswoman said.
“We apologise and if customers have any queries they can contact us on 136 992.”
A “painstaking process” the reforms have seen Tasmanian water corporations – Ben Lomond, Cradle Mountain Water and Southern Water – inherit 106 different water and sewerage tariffs from the 29 councils they took over from.
This meant some customers were paying thousands of dollars for a service other customers were paying a few hundred for.
To reduce the inequities Ben Lomond set a target bill of $1000, consisting of fixed water and sewerage charges and user fees.
