"Actual" Gas Meter Reads Are Incorrect

freakingtaco on 17/08/2022 - 17:35

Not even sure where to start, so my latest quarterly gas bill is $600+, 138% increase from the same period last year.

Since nothing in our living situation had changed, I thought it must be a wrong meter read so I contacted the building manager (I live in an apartment complex) to ask him where the meters were in order to check them myself. Turned out the meters were inside my unit, one in the laundary and another under the sink (cooking and hot water), and they were normally read remotely by the provider.

Upon checking, the meter readings on the bill were indeed a lot higher than what were on the meters so I contacted Energy Australia to double check the bill. However, I was told that the reads were "actual" reads so they were correct. After some back and forth, they agreed to send out someone to check the meters today (17/8). When no one turned up still at around 3:30pm, I contacted them to see if a technician is still coming, I was told that a meter read had already been carried out yesterday (16/8), even though I was home all day and absolutely no one came in to my unit to check. They also confirmed that the "new" readings were consistent with what were on my latest bill, even though they did not match the readings on the actual meters inside my unit.

I assume it was another "remote read", does anyone know how that works? Energy Australia said they can send someone out again but i feel like it's gonna end up with the same results so I'm not sure what to do other than telling the support person to make sure that the meter reader contacts me for access into my unit this time so hopefully they will.

For reference:
The two readings on my latest bill are:
29809, 650

Readings on my meter as of today at 5:30pm (17/08):
29459, 316

and from the last 3 bills:
27853, 315
26252, 313
24698, 311

Any advices on what else I can do to resolve this?

Cheers

Home & Garden Gas Supply

Comments

  • Muzeeb on 17/08/2022 - 17:39

    I've never heard of remote gas meter readings.

    Does your MIRN match on the bill?

    Can you offer to send a picture of the meter to them?

    • freakingtaco on 17/08/2022 - 17:50

      Yes the MIRNs do match.

      remote gas meter readings.

      Apparently I have those smart/digital meters that can be read remotely. Not sure what could have gone wrong though and result in wrong readings.

    • freakingtaco on 17/08/2022 - 17:53

      Can you offer to send a picture of the meter to them?

      I talked to them online through live chat, and not able to attach pictures.
      also didnt actually ask because I presume it wont be valid as they can be easily altered.
      But thanks, I will offer next time when I have to talk to them again.

      • jjjaar on 17/08/2022 - 18:10
        +2

        Offer to video chat with them to show them the meter if they’re worried about it being doctored.

        • AndyC1 on 17/08/2022 - 18:36
          +1

          Which companies have a video chat support option?

          • jjjaar on 17/08/2022 - 19:36
            +3

            @AndyC1: Probably none, but if you offer it and they decline, they can’t use “doctored images” as an excuse for not believing you when they won’t at try to meet you half way.

  • AndyC1 on 17/08/2022 - 18:01
    +2

    Take photo's of the meter values that are readable and make a formal complaint with EA. Sounds like this is the only way something will occur.

  • PLIHA5 on 17/08/2022 - 18:43

    Wow that’s a huge difference in data. Call them, don’t chat. And insist them to send someone over to check your meters but they may charge you for it. Check it first. Or tell them that your actual readings are different and you can provide it over the phone and they are welcome to check it anytime later on. I had nearly the same experience with Origin and my electricity account before we got the smart meter. I’ve called, told them I have photos of my actual readings and they’ve adjusted my bill.

  • Iwantthebestprice on 17/08/2022 - 18:55

    Using todays newspaper take a image of the readings clearly with the meter #’s clearly visible. Ask the agent on the phone you want the email address to send them to and escalate it if need be. Energy Aus needs the photos so Jemena will send an actual person out and not do another remote reading.
    Get ready for lots of back and forth and weeks of follow up as you are now dealing with Energy Aus and Jemena. Good luck!

    • freakingtaco on 17/08/2022 - 21:44

      Thanks, I'm going to email Jemena with some pics tomorrow and hopefully they will send someone out to actually read the meters instead of a remote read.

  • Wickz on 17/08/2022 - 19:49
    +1

    AGL have never done a real read on my meter in about five years. After I had a huge bill from their (over) estimate, I just started sending in my own photo of the gas meter a few days before the billing cycle ends to their dedicated email address for customer reads. (Their app actually reminds you now)

    [Energy Australia] (https://www.energyaustralia.com.au/home/bills-and-accounts/u…) has a website for you to do the same. Suggest filling this out and see what happens?

    • freakingtaco on 17/08/2022 - 21:42

      Thanks, I had a look at the link but it seems like I'm not eligible to use it since I have a smart meter.

    • TanedaR on 23/12/2022 - 19:38

      AGL has an app and you can input your actual read there…

  • Drakesy on 17/08/2022 - 22:52

    OMBUDSMANNNN

  • branners on 17/08/2022 - 22:59
    +1

    I had a similar problem, the energy company claimed that they had been doing live reads when clearly, they had being using estimates. They have based their charges on a previous high point and extrapolated from there and by my estimate, I was hundreds of dollars in credit.
    I took multiple images of the gas meter and emailed them to the customer service address, making it clear that they next email would go to the energy ombudsman.
    They reluctantly agreed with my numbers and consequently, my account was in credit for the next nine months.
    It was a pretty poor experience and now I check my meter numbers regularly.

  • avoidfullprice on 18/08/2022 - 00:36

    I assume it was another "remote read", does anyone know how that works?

    Possibly using radio to read the meter as they drive by

    Energy Australia said they can send someone out again

    They can contact the distributor to send someone out

  • ShabbyDingo on 18/08/2022 - 10:09

    Jemena have an app for meter reads, Gas Meter Mate.
    You can upload photos of your meter in that app.
    Give that a shot.

  • 2esc on 20/08/2022 - 11:06

    Being a apartment complex and they sent someone out. Is it possible they read the wrong one? I've heard of different setups at some apartments buildings as in multiple meters both external and internal.

    A mate lived in an apartment that had a meter for the building, a meter for each floor then a meter for each apartment.

    He once got a bill that was ridiculous it took a while to work out what had happened but his bill was taken off the floor meter (10 apartments).

  • Euphemistic on 24/12/2022 - 22:56

    I got a message from our gas supplier. It said they were unable to read the meter so would estimate unless I lodged my own reading within a few days.

    Got home a day later and there was the meter reader walking out of our property. I figured I’d check the reading myself and compare when the bill came. It matched what I read on the day.

    Maybe the message was a scam.

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