The national regulator said Origin had failed to comply with its own hardship policies in dealings with 18 individual customers who were experiencing financial issues.The court found Origin had unilaterally established new payment plans if the previous plan had been cancelled due to non-payment and increased payment amounts following a usage review, while failing to consider their capacity to pay in both cases.
AER chair Clare Savage said the court decision served as a clear reminder that automation could be a dangerous substitute for human interaction. “When a retailer automates aspects of its hardship program, it needs to ensure it continues to offer individualised and tailored solutions to customers and has regard to a customers’ circumstances as the rules require.”
“If a customer is not afforded the protections under the laws and rules it may push them closer to debt collection and disconnection, causing even greater distress,” she said.
Should be renamed to 7story telling time, it seems to be all they are presenting.
And jeez I wonder how they'll recoup that $17,000,000
Free electricity for 12mths