Ombudsman inundated as Victorians reel from higher gas bills

GAS bill shock has gone through the roof, spurring a big rise in complaints.

Latest Energy and Water Ombudsman Victoria figures reveal a 306 per cent surge in high gas bill cases in July to September compared with the previous three months.

The distress comes as households face the prospect of a price rise next year after the Australian Energy Regulator approved tariff increases for the state’s gas distributors.

If retailers pass on the changes, it will add about $5.60 to $12.60 to an average annual residential bill.

The AER said the increases were the “minimum required” for distributors to continue providing a reliable service.

Victoria’s energy ombudsman, Cynthia Gebert, said the big jump in high bill cases lodged seemed due to more use in particularly cold weather, combined with price rises.

Ms Gebert said while a spike in cases coinciding with winter was expected, the size of the increase was “alarming”.

High gas bill gripes and queries hit 734 in July to Sep- tember — quadruple that of the previous quarter. Compared with the same period last year, they were up 45 per cent.

Customers caught off guard and worried about how they could pay had often been correctly billed.

“What we often see is it is bill shock, it is higher than expected,” Ms Gebert said.

“If people are struggling to pay they need to let their retailer know as soon as possible.”

Cases include a man disputing a $874 bill for a month. An investigation concluded the cost was due to more gas use moving into winter, and higher rates compared with last year.

He was offered a payment extension or plan to help pay.

Another customer who had switched to a new retailer complained about a $760 charge. His rates were not properly explained when he transferred, so he received a $280 credit.

Gas bill mistake complaints and inquiries almost doubled, to 330, quarter-on-quarter. Estimated gas bill cases shot up 50 per cent, to 117.

Gas billing cases in total more than doubled to 1682 in July to September compared with April to June. They were up 23 per cent on last year.