Incorrect Meter Reading

Dispute

The customer contacted the CRU advising they had received a large catch-up bill of €4,000 due to that their supplier and ESB Networks (ESBN) being negligent in the management of their electricity account. The customer had signed up with their supplier in 2017, but due to access issues, no actual meter readings were obtained throughout 2016 and 2017.

During 2017, the customer had submitted meter readings, but had incorrectly submitted four-digit readings instead of five-digit readings. ESBN’s meter reader obtained an actual meter reading at the property in March 2018. However, this meter reading was rejected by ESBN as the five-digit meter read obtained by the meter reader was not in line or did not tally with the four-digit readings submitted by the customer.

The issue with the incorrect four-digit meter readings was only rectified in May 2019 when another ESBN meter reader obtained a five-digit actual meter reading, and the error was logged and resolved. The correct meter reading obtained in May 2019 resulted in the customer receiving the large catch-up bill of €4,000.

The customer highlighted that the catch up was due to ESBN’s failure to use their meter reader’s actual meter reading taken in March 2018. ESBN recognised their error in rejecting their own meter reader’s reading, and offered the customer €400 compensation. The customer considered that the bill should be written off in its entirety.

Outcome

The CRU investigated and upheld the complaint against ESBN, but found that the offer made by ESBN was fair and reasonable for their error and did not direct ESBN to award additional compensation.

Throughout 2017, the customer would have benefited from very low bills due to submitting incorrect four-digit customer readings. The electricity had been used by the customer and the balance was due and owing. To assist the customer in repaying their debt the CRU directed the customer’s supplier to place the customer on a four-year repayment plan.