Muddle2018
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The CRU code of conduct says:Did not see a disconnection letter come in the house
Before a supplier disconnects a customer, they need to take the following steps:
When a customer who has been disconnected pays off their arrears or reaches an agreement with the supplier, the customer is entitled to be reconnected under the standard terms and conditions. This may include the payment of a deposit.
- The supplier must make at least two attempts to contact the customer by notice in writing.
- The supplier must make at least two additional attempts to contact the customer.
- Each attempt to contact the customer should take place no less than three working days apart.
- The disconnection notice issued by a supplier must provide at least 10 working days’ notice in writing. The notice must specify the reason for disconnection and the costs involved.
Then you have a good case for financial compensation from Energia. See link above.I work 50% of the time from home and none of the kids would be home before me so fairly sure no letters arrived.
Then you have a good case for financial compensation from Energia. See link above.
Make a written complaint and if they don't give you compensation take it to the CRU. They can't cut you off without any notice as you claim.
Let us know how you get on!
You can argue about letter and spirit of the rules here but something as consequential as having your gas cut off should be at a minimum announced via a piece of paper addressed to the billpayer.When you sign up to them and accept paperless billing you are also agreeing to online notifications. You have the choice to receive bills and notification by snail mail if you wish. (at a fee)
"In writing" does not mean a physical letter.
I agree fully and possibly a letter was sent. Letters can get lost in a bundles on junk mail or simply put aside and forgotten about.You can argue about letter and spirit of the rules here but something as consequential as having your gas cut off should be at a minimum announced via a piece of paper addressed to the billpayer.
In any case I regularly get stuff in my spam folder that shouldn't be there. Letters always get delivered.
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