My experience with Origin

[fleaz]

I received an overdue notice from abovementioned energy provider. It surprised me since I did not receive the bill that was supposedly overdue. I called Origin and was told to pay the bill along with a late payment fee. Thinking it wasn't my fault that I did not receive the bill, I requested for the late payment fee to be waived. The customer service officer told me that my request will be forwarded to her supervisor and I was to call back later in the day.

I called back and was told waiver of the late payment fee was absolutely not possible. While Origin was sorry about it, they pushed the blame to the postal service and insisted that since the account was under my name, I had to pay the late payment fee.

As I'm not from Australia, I have no idea how such big companies usually deal with customers. I just wanted to share my experience and hear opinions from other members.

Edit: After an email to Origin, they agreed to waive the fees.

Edited June 29, 2011 by fleaz

[Full Range]

I received an overdue notice from abovementioned energy provider. It surprised me since I did not receive the bill that was supposedly overdue. I called Origin and was told to pay the bill along with a late payment fee. Thinking it wasn't my fault that I did not receive the bill, I requested for the late payment fee to be waived. The customer service officer told me that my request will be forwarded to her supervisor and I was to call back later in the day.

I called back and was told waiver of the late payment fee was absolutely not possible. While Origin was sorry about it, they pushed the blame to the postal service and insisted that since the account was under my name, I had to pay the late payment fee.

As I'm not from Australia, I have no idea how such big companies usually deal with customers. I just wanted to share my experience and hear opinions from other members.

This has happened to me as well

Last time they sent a double bill to me (but it was for a double period)

I paid for it by BPay on the due date. If they try and add another late fee I will blast them and then leave them

FR

[fleaz]

This has happened to me as well

Last time they sent a double bill to me (but it was for a double period)

I paid for it by BPay on the due date. If they try and add another late fee I will blast them and then leave them

FR

In my experience, most companies would be quite willing to waive the late fee. I would be switching providers very soon.

[Batty]

Welcome to Australia

[Full Range]

In my experience, most companies would be quite willing to waive the late fee. I would be switching providers very soon.

Exactly

That's why I am willing to change

FR

[mondie]

l had the same problem with a daft mob called Simply Energy. We had two accounts with them and randomly bills would go missing, the first you knew about it was a reminder notice. One time l even received a scare letter from a solicitor, called and told them l wasn't paying as l already had, and never heard back. The only way to fix the problem was to move on.

[atavid]

I've taken a different approach with all these Utility blood suckers.After i receive my overdue notice i only pay half or a third of the bill each fortnight by BPay.

None of them have objected,suits me better,i keep my money longer and pay them when and how much suits me.Still have to pay up ,but there is a certain satisfaction in making them wait for their(my) money.

I've done this with Origin,Telstra, Council Rates, and biggest rip off of all,Water rates(remember how they promised us solemnly here in Qld that privatisation would not result in higher rates.Well they were right,it didn't.......but it sure resulted in a bigger separate water bill. Roll on next election.

[Full Range]

I've taken a different approach with all these Utility blood suckers.After i receive my overdue notice i only pay half or a third of the bill each fortnight by BPay.

None of them have objected,suits me better,i keep my money longer and pay them when and how much suits me.Still have to pay up ,but there is a certain satisfaction in making them wait for their(my) money.

I've done this with Origin,Telstra, Council Rates, and biggest rip off of all,Water rates(remember how they promised us solemnly here in Qld that privatisation would not result in higher rates.Well they were right,it didn't.......but it sure resulted in a bigger separate water bill. Roll on next election.

Yes bring on the next election

Stupid thing is

We as rate payers & tax payers actually still own both the water and electricity utilities

They are just managed by another entity that takes a cut

We the people that own them dont get any dividend

What happened to lotto or casket ticket sales, that raised money to fund the building of hospitals

Shhhh its in consolidated revenue along with our utilities dividend

FR

Edited June 21, 2011 by Full Range

[Guest Bodhisattva]

I am sending Origin a letter of complaint tonight. I had a payment arrangement verbally confirmed with one of their "customer service" officers like Atavid & the clueless idiots sent me an overdue notice days after my first payment...knuckleheads can't get anything right. Plan to give them a dose of my mind...

Bodhi

ps: yes, make the b******* wait for their money!

[atavid]

Hi Bodhi, i have no payment arrangement in place with any of them,i just decided i was going to do it that way and if they had a problem with it they could take it up with me.So far i've not heard anything from any of them ,and i've been doing it all this year.Really what could they say...i'm doing my best to pay..better something reasonably regularly than nothing at all.

[Guest Bodhisattva]

Hi Bodhi, i have no payment arrangement in place with any of them,i just decided i was going to do it that way and if they had a problem with it they could take it up with me.So far i've not heard anything from any of them ,and i've been doing it all this year.Really what could they say...i'm doing my best to pay..better something reasonably regularly than nothing at all.

Sorry, I stand corrected Atvid. My situation was even worse as i'd fully cleared it with them, and they still messed up! haha

[Batty]

I always get a payment agreement it's so much easier to pay 1/3 every month.

[proftournesol]

I received an overdue notice from abovementioned energy provider. It surprised me since I did not receive the bill that was supposedly overdue. I called Origin and was told to pay the bill along with a late payment fee. Thinking it wasn't my fault that I did not receive the bill, I requested for the late payment fee to be waived. The customer service officer told me that my request will be forwarded to her supervisor and I was to call back later in the day.

I called back and was told waiver of the late payment fee was absolutely not possible. While Origin was sorry about it, they pushed the blame to the postal service and insisted that since the account was under my name, I had to pay the late payment fee.

As I'm not from Australia, I have no idea how such big companies usually deal with customers. I just wanted to share my experience and hear opinions from other members.

fleaz, I think that you should ring the Qld equivalent of these guys and have them investigate it for you. If they think that Origin's behaviour is unreasonable they will help resolve it for you.

Things EWOV can and can’t deal with

EWOV Charter

The EWOV Charter (sections 3 and 4) sets out the Ombudsman’s functions and jurisdiction.

What we can deal with

the provision and supply of electricity, natural gas, liquefied petroleum gas (LPG) and water services

failure to provide or supply those services

billing

credit and payment services

electricity and gas disconnections and water restrictions for debt

refundable advances (security deposits)

land and property issues

matters referred to us by the Essential Services Commission

matters referred to us by an electricity, gas or water company — with the consent of the person complaining.

What we can’t deal with

the setting of prices or tariffs

commercial activities outside of an energy or water company's licence or core business

the content of Government policies, legislation, licences and codes

complaints which are being or have been considered by a court or tribunal

any matter specifically required by legislation

customer contributions to the cost of capital works

events beyond an energy or water company's reasonable control, and their consequences, bearing in mind current law and reasonable and relevant industry practice

actions taken by an energy or water company, and their consequences, at the direction of a person or entity having regulatory or administrative power.

Most common issues

In 2007/08, billing made up 48% of all issues in the cases EWOV received — most commonly high bills, billing errors and meter issues.

Credit followed at 13% — most commonly about the disconnection of electricity or gas or the restriction of water for debt, payment difficulties and credit collection activities....

[Damian Clark]

I had the same issue with origin. They made a mistake with the original bill, and promised to send another. This didnt arrive but I received a late reminder notice about a month later. I paid immediately but a week later my partner had an abusive call from a debt Collection agency. This is a company who we've been with for 6 years!!!

[Guest Bodhisattva]

I had the same issue with origin. They made a mistake with the original bill, and promised to send another. This didnt arrive but I received a late reminder notice about a month later. I paid immediately but a week later my partner had an abusive call from a debt Collection agency. This is a company who we've been with for 6 years!!!

That's attrocious Damian, sadly the other companies are just as bad or worse. I agree with a previous comment, if you get treated unfairly, report it to the Industry Ombudsman!