Does Petrol Station have the right to change pump price when you are filling up/ queuing up?

eatwell365 on 24/05/2014 - 10:48
Last edited 24/05/2014 - 17:51

Drove past this Caltex/Woolies petrol station last night.
The large luminous sign displayed E10 139.9 and Premium ULP 95 152.9.
The price was good, so queued up to top up the thristy tank.

The petrol station was busy with people filling up.
When I squeezed the pump handle, pump did not start and price went blank.
I tried to catch the attention of attendent to reset the pump but he was busy serving other customers.
When the pump was reset, the price for 95 goes up from 152.9 to 171.9, E10 goes up from 139.9 to 158.9.

When asked, attendent said he just received the call and put the price up.
Other motorists were on the queue paying without noticing the price was changed and heard our conversation.

Attendent said if they were in the middle of filling up, they would be charged with the right price.

It was not the case when the gentleman in front checked his receipt. He was charged 158.9 instead of 139.9 that was on the sign. The few motorists joined in for the conversation to right the wrong. The attendent insisted he could do nothing and asked people to come back the next morning to discuss with the manager.

I was OK and left without topping up. Few motorists had no choice but paid the new price as tanks were filled.

Questions:

  • Can petrol station change price on the pump without changing the price on the big sign?
  • Can price be changed while motorists are filling up?
Automotive

Related Stores

Caltex / Star Mart
Caltex / Star Mart

Comments

  • StewBalls on 24/05/2014 - 11:05
    +45

    The attendent insisted he could do nothing and asked people to come back the next morning to discuss with the manager.

    I'd have been tempted to say No problem, I'll pay for the fuel in the morning too. ;)

  • Almost Banned on 24/05/2014 - 11:15
    +17

    Not here in WA you can't - prices are fixed for 24 hours. You can't even put them DOWN during that time.

    • zeomega on 25/05/2014 - 22:13
      +5

      And you can check for the pump prices online too! Gotta love WA.

      • Tnetennba on 26/05/2014 - 02:26
        +5

        How else will Gina check for the best value?

        • Sira on 26/05/2014 - 12:19
          +3

          When's she's probably paying less than half, why would she care?

    • timmye on 26/05/2014 - 19:21

      still can't fill up at a 7-Eleven though.

      • cheesecactus on 27/05/2014 - 10:00

        very soon… theyre coming over!

        • mekktor on 27/05/2014 - 17:56

          Are they? Terrible news if true…

  • donbot on 24/05/2014 - 11:51

    Was there a truck there?

    • eatwell365 on 24/05/2014 - 11:58

      You are correct.

  • pjetson on 24/05/2014 - 12:07
    +19

    Way back when I was developing and programming pumps and pump consoles (in Victoria), it wasn't possible to change the pump price while any of the pumps were in use. The attendant could press a button to signal that a price change was required, but it couldn't proceed until every pump was back on the hook.

    The console doesn't maintain the pump values, it just sends them to the pump as part of the initialisation, and the pump does the delivery, then the pump sends the amount of fuel and the price back to the console at the end. The pump price cannot be changed during a delivery. So, the price shown on the pump at the start of the delivery must be the same as at the end of the delivery.

    Most likely, the same thing happened to the other customers as happened to you, but they did not notice that the price at the pump had changed before the delivery started.

    I also seem to recall that there was a regulation (in Victoria anyway) that the large signs had to be changed before the pump price was allowed to be changed. I've been out of the game for more than 20 years, so I don't know whether that's still a rule, but I'd be surprised if it wasn't.

    • bundy23 on 25/05/2014 - 03:09
      +17

      I work for BP and this is how our system still works, if someone is filling with unleaded (or whichever fuel is being changed) on any pump then it's impossible to change the price until they hang up the pump.

      The pumps also do a kind of countdown from 60 during which time the console operator will usually use the PA to explain why no one can get any fue until the countdown finishes.

      I can also confirm that it's still regulation that you change the price board first, then the pumps.

      • eatwell365 on 25/05/2014 - 19:56
        +2

        Good point. In this case, the attendant said he was too busy with other customers, i.e. did not change the price board. Only the pump first.

        Anyone knows what regulation it is and which body governs it?

    • sigh on 25/05/2014 - 20:12
      +5

      Bundy is correct, pumps cannot change price while being used, and also if the price change is to go up the advertised price MUST go up first. There can be big fines issued if it is done intentionally to mislead customers, at the same time most servo systems don't give the attendant much choice when a price change happens. Speaking from experience, the system will intorduce a price change while you are conducting a sale so if you go to press a button to finalise a sale you have suppenly authorised a price change next thing you have to do depends on the attendant and how the price board operates whether it can be changed remotely or if its old school and the attendant has to go outside especially when its busy and maybe by themselves. When it has happened to me when work alone i redused to turn on the pumps doing what i could to let customers know what was happening, there is always a couple that get grumpy about it but they're usually the ones that would still complain if it cost 23c a litre with government subsidising fuel by 95% like some other countries

      • phunkyfeelone on 27/05/2014 - 19:42
        +2

        Was about to write the same until I saw the above.

        When I worked at a BP site, the process for price INCREASES was: price received from HQ, Manager approves, board gets changed, wait 10 minutes (enough time fore forecourt to turn over), change pump pricing (any operating pumps won't be effected until after hang up).

        Process for DECREASE was price received from HQ, Manager approves, pump gets changed (again operating pumps not effected), change boards.

  • eatwell365 on 24/05/2014 - 12:07

    Is it a fact or myth that it is better not to fill up when the tanker truck is pumping fuel to storage in petrol station?
    heard the new fuel is more likely to vaporise. Ie Pay more get less.

    • cwongtech on 24/05/2014 - 12:34
      +6

      Is it a fact or myth that it is better not to fill up when the tanker truck is pumping fuel to storage in petrol station?
      heard the new fuel is more likely to vaporise. Ie Pay more get less.

      It's false. More likely to vaporize refers to vapor pressure, but that is related to the amount of pressure and temperature (which should be constant).

      The pressure, should also be the same in the petrol station's storage tank. It shouldn't be pressurized to force liquid up the petrol pumps, otherwise you'll have high-pressured fuel hoses instead of a steady flow of fuel, also if this were the case, every time the tanker truck pumps fuel into the petrol station, it would be literally injecting fuel into a highly pressurized tank of petrol, not very safe and it would mean the pumps could stop working at that point in time.

      Petrol pumps are supposed to have individual pumps that suck liquid out of the storage tank below, which makes sense. This points to the petrol storage tank underneath not being pressurized.

      With that being said, we can assume pressure and temperature to be constant, and hence the properties of the liquid fuel should be the same, whether a tanker truck is pumping fuel or not.

      If you really want though, you can argue that on extremely hot days, the density of fuel is slightly different (most likely slightly lower). Also, the temperature would cause the fuel to vaporise a little faster into the atmosphere due to the higher temperature.

      The vaporization would occur when:

      • You open your car's fuel tank door, and release the vapor that has built up in your tank (not sure if cars have an auto vapor release mechanism)
      • The time it takes for you to fill up your car.. and the fuel tank door still being open.

      So rather it is not the tanker truck's presence that will affect it.. but how long your fuel tank door remains open and how hot the day is.

      Source: Logic, + studying chemical engineering, little bit of google.

    • This Guy on 25/05/2014 - 21:49
      +4

      Kinda, but for a different reason, and your fuel filter should get most of it.

      Tanks can get contaminated. Contaminants settle at the top or bottom of the fuel in the tank. Filling tanks mixes contaminants.

      Pumps suck fuel from the near bottom of a tank. They can only suck gases if they develop a major fault.

      Not 100% sure about LPG

    • Shwayne on 25/05/2014 - 23:51
      +1

      I've never heard that one, the myth usually falls along the lines of tankers pouring fuel into the deposit will cause dirt at the bottom to swirl about and be included in the petrol delivery.

      Which is partially true, but the use of filters in the pump and in your car means it doesn't really matter.

      • ryf on 26/05/2014 - 11:14
        +1

        Had my fuel filter clog up with debris on my old Mazda 626 that it stalled on the fwy. Maybe should have had it serviced more regularly.

      • Peace Maker on 27/05/2014 - 07:43

        Some diesel engines/filters are very sensitive to fuel quality though. I've heard a few horror stories. My definition of horror is an expensive car repair!

        • MATTDAMON on 27/05/2014 - 13:57

          Any fuel sold for use on public roads has to meet the Fuel standards act, besides 99.9% wouldnt know what good diesel actually looked like anyways, or whether it meets the standard or not.

          Besides thats what the fuel filter/seperator is for.

    • highdealer on 27/05/2014 - 02:13
      +1

      I know that fueling up on a very cold night reduce the rate of which petrol vaporise. So you can often find me freezing my bottom off on a cold night just to get a bit more fuel for my buck.

  • pjetson on 24/05/2014 - 12:36
    +9

    The only thing I'd be worried about is that the sludge and dirt at the bottom of the storage tanks is likely to get stirred up during a tanker delivery. Whether that dirt and sludge will make it into your petrol tank depends on how good the filters are.

    Yes, the temperature of the petrol can change the volume of petrol being delivered. Enough so that the petrol companies adjust for it when they fill their tankers. And, yes, fuel being delivered from a tanker will be warmer than the fuel in a service station's underground tanks, so depending on the amount being delivered versus the amount already in the underground tank, it may cause a rise in the petrol temperature and therefore you may get less fuel. Will it be significant in any particular case? Who can tell?

    LPG delivery volume changes a heck of a lot more with temperature, but the pumps are temperature compensated. It may be that petrol pumps also are nowdays, it's not that difficult to do. I don't know what the "state of the art" is nowdays.

    • eatwell365 on 24/05/2014 - 17:22
      +1

      would you choose a new petrol station over a small old petrol station to fill?

      It happened to my car twice - the emission control warning light went off after filling in smaller outlet despite filling in 98. It went back to normal after filling a full tank from another petrol station.

      Also, a mechanics of a petrol station told me a story. Several cars went wrong and stalled after filling up at the same petrol station which was few streets before his. One thing was found in common - Water in the petrol tank. Rain leaked into the petrol station's storage tank. ? Myth.

      • Typical16-bitEnjoyer on 25/05/2014 - 18:44
        +4

        All petrol station tanks have water in it but they usually measure it and don't let the tank go below a certain level.

        Definitely choose a new station over an old one. Lots of stations close down due to crap in old tanks and it's usually too expensive to replace the tanks.

        • This Guy on 25/05/2014 - 22:34
          +2

          New stations can develop faults that take months to find.

          "crap in the tank" is an excuse to leave a site. Many stations make their money on shop sales. If shop sales are good the tanks will be replaced.

      • This Guy on 25/05/2014 - 22:31
        +2

        Myth.

        It's not water in the tanks. If it was you would have a circle of dead cars in a 20km radius around the station. It could be a different fault, but brands have complant hotlines. Tell your mechanic to give it out to his affected customers.

        Some small stations use ethanol blends in their premium fuels. That could have set off your emissions warning light.

    • MATTDAMON on 26/05/2014 - 13:23
      +7

      Fair bit of misinformation in regards to fueling whilst the servo is receiving product from a fuel tanker.

      Unless the recieving tank is bone dry (which for 98% of servo's they dont run them anywhere near that low) the incoming products temp (which varies depending on the ambient temp) will barely change the product temp in the recieving tank. Most UG tanks run around the 18-20c mark so depending on the product the density change will be minimal.

      To put in it perspective, L15 vs say product @ 30c is around 7%

      Being most sites have ATG's these days (and have product temp probes within the ATG) they more then likely compensate it.

      As for stirring of product when recieving, usually the inlet piping is well below the product level (this is to minimize product splashing reducing potential static buildup) and the inlet piping sits quite a bit above the base of the tank (as if it was close it would eventually wear through the tank, much like what dipsticks do to the bottom of tanks) Tank outlets usually have a filter on them not only on the pump inlet side, but in the bowser itself as well, and the tank outlet sits a bit above the absolute base of the tank.

      Most servo's turnover enough fuel for it never to be an issue, its only a concern on servo's that rarely (talking once a few months here) receive fuel.

      Diesel is the one you watch, its not for water contamination, its for scale and algae, if it sits stagnate long enough you get algae buildup, but again this is only a concern at sites that rarely turn over fuel.

      Most sites i do all have water contamination to some degree, normally you dont see it/ATG doesnt pick it up until you use the dipstick to manually check the tanks, then you will see water residue on the base of the stick. Sites that have ATG and show a high water alarm are usually drained and cleaned pretty quick.

      UG tanks are not pressurized at all, on newer sites we use a VRS (vapor recovery, hose that connects to the vapor system on the truck to the vapor system of the tank system) combined with open air vent (which is those long pipes out to the side of the servo) These systems can handle quite a bit of product flow, usually once your above 6000L/min (which you wont exceed on a gravity feed 4 inch system unless you have 4+ products going) and on some older sites, its 100% atmo vent which your limited to how well the vapor vent flows (which usually tops out at 1400L/min)

      Diesel is all atmo vent, we do not collect vapor for diesel at all, nor are you supposed to drop diesel whilst you are dropping motor spirits (unless the entire site is atmo vent, which in that case you can go wild)

      I deliver the stuff so have a fair bit of experience in that regard. Most sites (talking Shell/Caltex/BP have at least 1 delivery per day anyways, some big sites get multiple per day.

      What they should be doing is charging everyone by product weight, not by litres, that way its 100% spot on no matter what the temperature is (as product warms up the L increase but the density decreases)

    • MATTDAMON on 27/05/2014 - 17:34

      Just as a quick point the hotter the temp the more litres you get per kg of fuel (as density lowers as product temp increases)

  • RandomNinja on 24/05/2014 - 13:23
    +1

    When the price at the pumps changed, did the big luminous sign advertising the price change as well?

    If not, then you maybe there'd be a case of 'false advertising' or something

    • eatwell365 on 24/05/2014 - 17:11
      +1

      The customers believe it did. it was clearly the lower price when I drove in. The crowd had a little 'protest' in the store and claimed false advertising but the attendent did not budge. What will you do?

      • lplau on 25/05/2014 - 16:10
        -7

        Depends on how you argue it.

        The petrol station could argue that the price which is on the pumping machine is the true price. Where as the prices on the boards is a indicative price.

        People not looking at what price they are pumping at, shouldn't blame the company, should blame themselves for being so blind.

  • zorrt on 24/05/2014 - 17:24
    +1

    Happened to me before, big sign was like 20c cheaper than the one they changed to on the pump.

  • 17833 on 24/05/2014 - 17:30
    +9

    Many years ago when I worked at a servo it was common practice with a price rise to change display signs first, but still have the lower bowser price. Then when there was a gap and all current customers left, change the bowser price. For a reduction in price, you would do the opposite. I think the attendant clearly made an error here. The situation you describe here would have really annoyed me … that would be about a $24 difference in price easily if my tank was near empty.

    • pjcook on 25/05/2014 - 08:21
      +5

      $13.30 on a 70 litre tank.

      • 17833 on 27/05/2014 - 08:47

        oops, I was never good at maths!

    • maxwellian on 25/05/2014 - 22:06
      +12

      $24 difference? I think we found MH370 guys.

    • This Guy on 25/05/2014 - 22:36

      That's still common practise at some servos

  • eatwell365 on 24/05/2014 - 17:59
    +6

    Reported. See whether ACCC will act to protect motorists.

  • [Deactivated] on 24/05/2014 - 19:40
    +1

    eatwell365, which Caltex/Woolies station was this? Location please?

    When everyone was 'protesting' inside the store, was the price on the big sign still the lower price or had it already gone up? I would've taken photos of the receipt and the big sign if they were different. Might help in the dispute. Something to keep in mind if it happens to anyone again, anyway.

    Keep us posted on what happens.

    • eatwell365 on 24/05/2014 - 20:22
      +2

      The attendent changed the price on sign electronically at the cashier when customers were 'protesting'.

      This petrol station was on the news few weeks ago. It was robbed but the robbers were caught on the spot as cops drove past to fill up petrol.

      • ozb-442 on 25/05/2014 - 05:56

        Go to a different petrol station?

  • Davo1111 on 24/05/2014 - 22:19
    -3

    Pay cash with the lower amount, then walk out.

    • lplau on 25/05/2014 - 16:08

      Not a good suggestion…..
      They can possibly call the cops on you and provide your rego to them and say you are stealing.

      They invoiced you for that amount, you didn't contest to it (e.g. negotiate and see resolution), however you paid a lower amount which you thought was correct. This means you are still owing them.

      Its like going into coles next day after a special has finished and deciding you will still be paying the special price, so you walk past a register hand them the special price, then walk off with the item. Lol.

      Therefore you are stealing.

      • cwongtech on 25/05/2014 - 16:26
        +1

        Its like going into coles next day after a special has finished and deciding you will still be paying the special price, so you walk past a register hand them the special price, then walk off with the item. Lol.

        Not such an exact parallel, it's like they changed the price while you were shopping and charged you for the higher price in the checkout. Always check your receipt!
        In this case, you go to the customer service desk and RAGE.
        You'll get the first item free :D
        But the rest will be charged at the correct price… where correct price should be lower (if the special runs on until the end of the day, but one of the staff thought they should start changing the displayed prices meant for tomorrow, today).

        • WhyAmICommenting on 26/05/2014 - 15:04
          +1

          You don't need to RAGE, just ask nicely and if they don't understand the rules then explain them

      • [Deactivated] on 26/05/2014 - 03:14
        -1

        i can tell you now police do not give a jack shit about people stealing $20 of fuel

        not saying go do it but!

  • snappy1234 on 25/05/2014 - 05:18
    +3

    Won't it Fair Trading rather than ACCC ?

    • kwaker on 25/05/2014 - 10:00
      +2

      ACCC don't do small scale/ individual complaints, Fair trading don't do a lot either except give out advice and its very poor quality and often wrong advice conflicting between one staff member and another (who are not lawyers). Sometimes they will ring the business and try to get them to agree but they have no enforcement authority. They usually just refer you to the CTTT (Tribunal) for semi-formal legal action and they are the ones who make a judgement order.

  • kwaker on 25/05/2014 - 09:56
    +2

    usually with good management they change the signs with a time delay (when price increased). eg 10 mins so that everyone who saw the sign is getting the price that lured them in. However more and more lately I have noticed petrol stations getting dodgier and bad management.

    I heard that each station needs to report their prices to some authority about 24 hours ahead of time (NSW atleast) and that they must sell at that price, not higher not lower - maybe because of price gouging or something? so as that side of things im not sure. and its probably worth reporting a complaint atleast to find out where you stand.

    On the actual consumer rights side, although it should be that they honour the cheaper price - its not fair what they did I'm sure cttt and most reasonable people would agree. I learnt in commercial law this exact topic that all shops including petrol stations do not have to sell you any goods at a price advertised (e.g signs) because an advertisement is not an actual offer, its only an invitation to accept offers from you- so you or the merchant can bargain. a lot of people hear things and think "its the law" when its not though and they have never read an act it their life - like at shops when the price scans wrong you get the first one free, its not a law its only the stores policy. Just to make it clear though I don't know of petrol stations other obligations as above.

  • Tcm9669 on 25/05/2014 - 12:17
    +1

    I'm not sure about the regular about having to change the board first. I seen it many times. Board says one price, pump says another price, at the same time!!

    • This Guy on 25/05/2014 - 22:47

      Usually it is similar names. E10 and premium Diesel are normally advertised and are often not on all pumps (due to a lower demand). 91, 95 and 98 prices are normally displayed on the pump.

      If unsure, go inside and ask the attendant BEFORE your start pumping.

  • Wildberry on 25/05/2014 - 12:37

    Dear Eatwell365 you would be better off spending your dollars on some good healthy tucker.

  • ozzybee on 25/05/2014 - 14:17
    +1

    From: http://www.consumer.vic.gov.au/businesses/fair-trading/adver…

    "What is misleading or deceptive conduct?

    'Conduct' includes actions and statements, such as:

    advertisements
promotions
quotations
statements
any representation.

    If a business creates an overall misleading impression about the price, value or quality of consumer products or services, they are likely to be breaking the law.

    It is the business’s actions and statements that matter – not their intentions. A business can mislead and deceive, without intending to."

    This may be applicable.

    "Pricing mistakes

    If a business advertises an incorrect price by mistake, they are not obliged to sell their product at that price. However, they must withdraw the product from sale until the price is corrected.

    If a customer places an order at an incorrect price, the business must inform the customer of their mistake before processing the order and give them the choice to continue with their order at the correct price, or cancel it. Alternatively, the business can choose to honour the discounted price as a sign of good will.

    If a price seems unusually low, the customer can prevent any issues by asking the business if the price displayed is correct."

    This may also be applicable.

    My interpretation:

    For people who filled up before the price change: They have the option to cancel the order (ask the attendant to pump the petrol out of their car within a reasonable time period?) or, if they really want to, can pay the full price. The petrol station should (or maybe 'has to'?) allow them to pay the original price. Seeing as cancellation of the order seems to be prohibitive, maybe the law would swing in favour of the customer in this instance (e.g. maybe they are entitled to pay the original amount)? I'm not really sure… Would love to know :)

    For you: The pump came up with the updated prices. That was the price advertised to you and you have told us that you were aware of the change. Therefore, you should pay the updated amount if you want the petrol. Basically, you haven't been deceived or misguided - you knew what you were paying for and how much it cost. The fact that you lined up is a bummer but they have to change the price some time!

    Btw I have limited legal knowledge, so my interpretation could be off. Would be interesting to hear from Consumer Affairs, ACCC, or a legal firm re this issue.

    • abh_gup on 27/05/2014 - 08:45

      Jack, that was a pretty good interpretation. In simple words, misleading. If you lure with incorrect advertising then (even if ignorantly) hook the naive customers left with no choice, that's plainly deceptive and morally wrong. And ignorance is no excuse.

  • nailpolish86 on 25/05/2014 - 14:53
    +6

    I work at a petrol station and have for 8 years for a couple of major companies. Rule always is if it's going up you change the board first and try and do it when nobody is there. If people are filling up you change board and then put the price up after the transactions are complete. If it's going down you change the pumps first and then the price board. Fixing up errors like that is a huge (profanity) around and I've no idea what that attendant was thinking!

    • eatwell365 on 25/05/2014 - 22:51

      Busy was his reason, but he won't budge - thinking he might lose his job which I can understand.

  • Kempe on 25/05/2014 - 15:36
    +2

    They should change the external price before changing the pump price so people know when they drive in what they are up for, doing it any other way is just being "smart"
    Probably not worth chasing it up later with the manager/owner, just don't go there any more

  • JimmyF on 25/05/2014 - 15:37
    +6

    There is a process….. For price rises, the outside board has to be changed FIRST and left for a certain amount of time, then the pump prices can be changed, this is so people are not duped like you.

    For price reductions, its the reverse. Change the pumps first, then you can straight away change the outside board.

    • lplau on 25/05/2014 - 16:04
      +2

      I noticed it is similar to what you have:
      Price Rises: Board changes first, around 5-10min later is when the ACTUAL price changes on the pumps.
      Price Drops: Pump price changes, then the board changes.

      Once you start pumping fuel (e.g. after the price flashes on your pump) is what you WILL be buying the fuel for. Their system cannot change the fuel at any time after that.

  • lplau on 25/05/2014 - 15:48
    +3

    Huh, Not sure what you are talking about…

    The price that you pump at will be the price you pay, therefore the guy you said "It was not the case when the gentleman in front checked his receipt. He was charged 158.9 instead of 139.9 that was on the sign."

    I think it has already gone up but he was just trying to get cheaper fuel by pretending he saw the cheaper price when he decided to use the pump.

    I have been in this situation a few times, luckily I was the guy who got the cheap fuel since the next guy who used the pump had to pay the higher price.

    The price can NEVER change once you have already started pumping the fuel (e.g. after the price flashes).

    • eatwell365 on 25/05/2014 - 19:22

      Think you are correct. The guys in front saw the big sign was cheap, so drove in for fuel. Waited on the queue. He probably did not double check the price on the pump.

  • Typical16-bitEnjoyer on 25/05/2014 - 19:29
    +2

    May be different if you are not in SA.

    http://www.austlii.edu.au/au/legis/sa/consol_reg/fticr201341…

    4—Display of prices on price board and fuel pump display
    (1) If a fuel retailer increases the normal fuel price for a type of fuel, the retailer must change the price displayed on any price board to reflect the increase in price before, or at the same time as, changing the price displayed on any fuel pump display for that type of fuel.
    (2) If a fuel retailer decreases the normal fuel price for a type of fuel, the retailer must change the price displayed on any price board to reflect the decrease in price after, or at the same time as, changing the price displayed on any fuel pump display for that type of fuel.

    • eatwell365 on 25/05/2014 - 19:46

      Thank you. What happen if motorists saw the big sign, entered and was on the queue. The price then changed, which could be the case here. Technically, the price on all displays might have changed at the same time. Just that the price may be different from what it was when customers entered.

      • sigh on 25/05/2014 - 20:33
        +1

        As long as they followed the proper procedure of raising the advertised price before adjusting the price on the pumps they have done nothing wrong it sounds harsh when you wanted to fill up at yhe lower price but its also the reason why you should double check yourself the price on the pump for the handle you want to use. Every retailer, including advertised specials, will reserve the right to change the price when deemed necessary to them as long as they aren't using bait and switch techniques.
        Too many times i have had customers try and tell me i was falsely advertising the price of fuel at a lower price than the pump just to point out to them they picked up the premium fuel instead of the regular (cheaper advertised price in SA) with four labels and the price on the pump its not my fault they made assumptions before filling up.

    • kwaker on 26/05/2014 - 08:01

      and this should be absolutely common sense. but the government need to act like parents because of a few clowns and make an official rule. what a joke

  • eatwell365 on 25/05/2014 - 19:34

    Good Karma. Thought petrol price would stay up till mid week since Friday. Just drove past Tempe, Sydney. Unleaded 98 is 153.9. Filled up a full tank.

    Not sure if anyone notice the same.

    To my belief, petrol price normally is similar across petrol station (varies by few cents) on any particular day.
    For recent weeks, petrol price varies up to 20 cents per litre depending on where you are, i.e. North, East, West…. But petrol stations on the same region charge a similar price.

    • msmhw on 26/05/2014 - 01:33

      Its 137.5 areound where i live. Strathfield, ashifled, burwood and glebe

      • yaziyo on 27/05/2014 - 02:17

        Not for 98

  • eatwell365 on 25/05/2014 - 22:41

    Tonight u98 153.9 Tempe, 177.9 St Ives . 24 cents difference. Normal?

    • StewBalls on 25/05/2014 - 23:08
      +3

      For St Ives, higher prices for everything is normal.

    • Stolniik on 26/05/2014 - 11:45

      Yep, normal. Expect other places to rise in suit within the next day or so.

  • This Guy on 25/05/2014 - 23:18
    +11

    Eatwell365

    Your local manager needs to know about this incident.

    If you don't want to visit the manager, please call head office.

    If it is a Caltex Woolworths please call 1300 655 055 during business hours.

    If it is a Caltex Starmart please call 02 9250 5000.

    I'm in the industry but not affiliated.

  • supersabroso on 25/05/2014 - 23:56

    Hey, that's extremely unlucky and unfair. I don't think that's right. However, I guess if it can also go down while you're 1/2 way through filling a tank then it's less offensive.

  • Doooozy on 26/05/2014 - 10:20
    +2

    I used to work at a Woolworths petrol station. Usually when we receive a notice to lower the price, we change the pump first (while no one is pumping, I don't think you can change while someone is pumping) and then change the board. If price goes up, we change the price on the board first, wait for everyone that is already in the yard to finish, then change the pump prices. Obviously in this case, it sounds like the attendant was getting pumped with customers, possibly cars queuing up, but he should never have done what he did.

  • Stolniik on 26/05/2014 - 11:43
    +6

    I used to work for Coles Express, we had the following procedure:

    When price goes up: Change the price on the display board. Wait about 20 minutes to let all cars currently on the forecourt (who entered the premise while price board was still low) fill up and pay. This was to ensure that all customers who saw the cheaper price, got it for that price.

    When price goes down: Notify everyone that the price has just dropped, and to not fill up for about 5 minutes to let us update the system. We then update the system then update the price board. This was to ensure customers got the cheaper price.

    Hope this helps. If you saw the cheaper price, you should have got a partial refund.

  • [Deactivated] on 26/05/2014 - 14:04

    Can't stop thinking about all the numbers are changed to 9 after a few spins (pokie jackpot-ish motion) whiling re-filling and shop owner smiles like "you've just activated my trap card"

  • cloudy on 26/05/2014 - 17:51

    Sounds like the attendant stuffed up! As others have said, report it, the attendant is at fault and will probably be fired, (my guess only).

  • voldemort on 26/05/2014 - 19:56
    -4

    1/ That's false advertising and you can sue them. Call ACCC.
    2/ Yes, they can change the price whenever they want, when you goes to the counter, that's when you makes the offer to buy the gas. If you knew abt the updated price then you offer to buy the gas at that updated price. If you didn't know the price is updated then when the staff tells you about the new price that's when he makes a counter offer, at that point, you could either accept the offer (by paying the price) or refuse it (I assume then you have to return the gas from your car to them then somehow).

    Disclaimer: I could be totally wrong.

    • Marty131 on 27/05/2014 - 00:29

      Wouldn't the offer be "made" when the price of the goods is stated (roadside sign - due to industry specific rules), and the goods transfers hands? i.e. when you "take" the fuel?

      • voldemort on 27/05/2014 - 01:32
        +3

        Nope, that's an invitation to treat (like a brochure or advertising in general), not an offer.

        • kwaker on 27/05/2014 - 10:55
          +1

          your 100% right with point 2 as I tried to explain above is simple terms you used the technical term - invitation to treat which is what I learnt in commercial law.

          I think its not worth sueing or calling ACCC but you might be aware of their other obligations in that regard that I am not? Marty do you know which other industry specific rules/laws that apply?

    • abh_gup on 27/05/2014 - 09:09
      -1

      Volemort: You are quite wrong.

      • kwaker on 27/05/2014 - 10:56
        +1

        could you explain your position on that?

        • voldemort on 27/05/2014 - 11:26
          +2

          yeah I don't know why I'm being downvoted w/o. any counter argument or explanation, lol, guess people don't like the answer they don't want to hear

  • CI on 26/05/2014 - 20:33
    +1

    Hey man he definitely can't do that !!
    I worked for Bp for 2 years. When the call came on screen to change price and there were customers around we just hit the "snooze" button, till message came after an hour again and if there were still customers we snoozed again. The rule was, if price of petrol is going up then wait till no customers on site for fuel. If price is going down, then authorise it straight away even if customers around.

  • BargainBob999 on 26/05/2014 - 21:35
    +1

    I work for fuel station in Perth. Our policy is if fuel price is going down, then change the pump price first. If the fuel price is going up then change the board price first. This didn't happen in your case and the service station rep has made a big mistake. Pretty sure that's the case with all stations. Hope this info helps.

  • stewy on 27/05/2014 - 00:18

    Forget going back and speaking to the store manager, go above their heads and lodge a complaint directly with head office. if the idiot didn't change the sign until after everyone complained then you are definitely well within your rights to expect to pay the lower price.

  • ironplus on 27/05/2014 - 02:04
    +1

    Can't wait for a follow up! like juicy gossip! :-D

  • RJK on 27/05/2014 - 10:16

    Basically the attendant messed up badly on two points. Petrol stations can't charge a higher price than advertised.

    1/ Everyone who has worked in a petrol station ought to know to change the board to the higher price first, and wait sufficient time for people to fill up before changing the price at the pumps. This effectively means that a number of cars will be filled at a lower than advertised price.

    2/ It's also entirely possible on most point-of-sale systems for the attendant to retroactively change the price/litre for each of the people affected - so it's possible he could have fixed his mistake on the spot, depending on if Caltex give their employees access.

    Definitely worthwhile complaining to the management.

  • smokenz on 27/05/2014 - 14:20
    +2

    I'll give you example of the type of douche's that manage these places. I use to work for BP when I was 16 back when it was self service.

    I can always remember one of my first days there. It may seem stupid now, but when you have heaps of different cars coming in, Diesel, Unleaded, LPG,and Leaded Petrol cars, then brands and models etc, it was a bit of a learning curve understanding how some of the petrol caps opened, position to place the pump nozzle so you could leave it filling while you checked the oil etc. some of the brands would stop if not positioned correctly, and more sensitive than others. And think if you had 14 pumps and 3 people serving and all pumps filled, time management etc was quite important. Otherwise you would put the pump in, start cleaning window, check oil, finish. Go to another car, check the same. Come back to first car, "AHH @#$$ the car is only put in 1 litre of petrol". Then the customer is waiting to pay and you give them the old "ahh I stuffed up" smile and wave, while you start the pump again.

    So OK it's my first week. I'm filling up about 5 cars at one time, focused on making sure it's all going smoothly and the boss walks out and says really loudly while the customers were there. "AHH, IF YOU HAD OF WAITED 30 SECONDS THEY WOULD HAVE GOT THEIR PETROL CHEAPER, PRICE JUST GONE DOWN".

    You know the types. Total douche. Just wait until the customers gone and then say it.

  • Associatedozzie freddo @ Caltex / Star Mart on 27/05/2014 - 23:17
    +1

    ran this query past a family member who repairs servo equipment and he said…

    If the price is going up the sign must be changed first, then the pump.

    If the site has a manual sign, a message is displayed on the console operator's screen asking if the price sign has been changed, if so the price will change when all hoses are hung up.

    If site has auto sign this will change first, then the pump, most sites have no control over a price change.

  • finger on 28/05/2014 - 16:39

    Correct, fair trading rules are price going up, advertised board price must be changed before the pump. Price going Down, pump price is changed first. Customer always pays lowest price.

    If the operator stuffs up and changes the pump first when going up then you can stand your ground and demand to pay the lessor price. If they refuse then notify fair trading and there customer service department.

    This is one of the first rules they teach team members when they begin their training. Unfortunately being human means sometimes making mistakes.

    Where I work the rule of thumb is change the pump price about 5mins after the board when going up in case people are waiting at the lights nearby or in the queue for a bowser. That way no one feels hard done by and the customer always comes first ;-)

  • eatwell365 on 21/06/2014 - 01:14

    Response from ACCC.
     
    "We received your email of 24 May 2014 to the Australian Competition and Consumer Commission (ACCC) about petrol station price changes. Your reference number for this matter is 6xxxxxx..
     
    Under the Australian Consumer Law, it is illegal for businesses to mislead consumers. It also prevents them from making false or misleading claims about the price of goods or services. Businesses can change the price of their products and services at any time, so long as they take reasonable steps to make consumers aware of the price they will be paying. You can find more information about misleading conduct on the ACCC website.
     
    Thank you for the information you provided to us. Complaints like yours help us understand what issues cause the most harm to Australian consumers and where best to direct our resources…."

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