Is it fraud? New Controlled Load using your solar

[Malster]

So recently anyone with a Controlled Load (CL1 or CL2) service was advised that they were changing the timings to move some of the CL during the day when solar is abundant.  Makes logical and environmental sense.

What they failed to tell us is that the CL will be using your own solar, but they will still charge you full-rate for your CL service.

In my case, where my HWS dissipates approx 4800kW I can observe the following:

Solar production :~3kW

Approx 500W used by house

Leaves 2.5kW exported.

CL activates for 10 min (11:00am)

Now importing 2.4kW 

Thus i am only drawing down 2.4kW from the grid..

Actual grid consumption for that 10min:

2400 / (60min/10) = 400Wh

What did my raw data from smart meter say?  931Wh for CL usage.

So I got billed for all the CL1 usage, even though it came from my own solar.

If you have your own monitoring as I do (2 independent systems), you might want to check what is happening with your CL service.

[Lester]

Hi mate.

Is your CL on a separate meter ?

Ours was, as rational a I can put our change when we went solar . . .

Before - We had one analogue meter, single tariff, with off peak on a timer, 2 registers, the main usage and then off peak J tariff usage.

After - 2 new digital smart meters, one for main circuit and solar feed in, one for CL, both on TOU (time of use).

What I'm getting at is it seems strange to have CL through your main meter, along with regular usage and solar feed.

Our CL was separate, with similar 4 blocks of usage tariffs a day . . . off peak 0100-0600, peak 0600-1000, shoulder 1000-1500, and another peak 1500-0100.

This was totally outside our solar usage, which annoyed me for about 12 months, thinking I could be running the HWS from say 1100-1400 free from the sun.

I think it was SAPN (the one supplier here in SA), they just set up as like for like as they could to match the old pre solar set up.

Ours would come on mainly during the shoulder 1000-1500, and just a tiny bit in the off peak time.

Ironically, shoulder is cheaper than off peak now, due to solar soak we get in SA.

So just check that you are looking at it all one one meter, or if 2 and they are just separate as I suspect.

I can't explain why your CL readings might read more, if you are seeing it using solar, there could be a wiring issue causing it to double up.

I fixed our situation a few months ago, had a sparky put the HWS on regular circuit, and had a timer fitted.

Now CL shows nothing more to readings.

We can just set the timer for whenever we like, but oddly enough it worked out more sensible to put it onto a block of special tariff rate from 0000-0600, and let it heat up for 8c/kwh, rather than risk going outside solar production with any poor weather or other usage peaks during the day.

That's sort of temporary anyway until we get a battery, which will make all that a moot point.

[Malster]

Hi Lester,

  No, it's now a single meter LG unit.  Single mains feed  in, CL and Main circuit to fuse box out.

All sampling done inside single meter.

Their customer service tech boffin assured me that it's not the case, (just a phone jokey I suspect), but I have all the graphs and data to prove it..

[Lester]

You might need help to escalate this past the front line phone help.

They should be able to do this, but sometimes it gets somehow neglected.

Sounds like you need to get through to the tech dept for sure.

Your AGL data download will also show the general info for 30 minute intervals.

If you can read your other various data, you will easily be able to match up the data in the CSV file with yours, and compare.

[Malster]

Hi Lester,

   Yes that's how I investigated, downloaded the raw data and checked against my 2 systems to confirm what was happening.

I had suspected they would do that, why not right, make more $ from un-suspecting or non-tech folks.

I have resent my data after the first CS guy dismissed me, see if he escalates it..  Otherwise I'll do so and advise ombudsman.

Personally, I don't care about the $, but I do care about companies playing us like fools.  Bit like insurance companies taking the p#ss out of us.

Be honest and upfront so we can trust you.

[SYED_AGL]

Hi Malster,

I'm really sorry to hear about the trouble you've been experiencing. I completely understand how frustrating this must be for you. Rest assured, our dedicated team is ready and more than happy to look into this for you. If the issue is still ongoing, please don't hesitate to reach out to us directly at https://www.agl.com.au/help-support/contact-us. We’ll make sure to get it resolved as quickly as possible.

Alternatively, if you can send us your account details via private message and if your issue has not been addressed so far then, we can escalate it for you further.   

Thank you for your patience, and we're here to help!

Syed
 

[Malster]

Syed, I have PM'd you.  No response as yet..

[SYED_AGL · Accepted solution]

Hi,

As discussed during our phone conversation, we've sent you an email that includes the reference number related to the ongoing investigation regarding the CL. Please check your inbox at your earliest convenience, and feel free to reach out if you have any questions or need further clarification.

We're here to support you every step of the way.

[Malster]

Sayed man, what's happening with the investigation?

No replies for ages now, seems they have discovered something and are hiding ?  Not really here to "support me every step of the way" it seems?

[SYED_AGL]

Hi,

Thank you for reaching out to us — we appreciate you bringing this to our attention.

In situations like this, we typically escalate the matter to the appropriate department for investigation. Once the relevant team has looked into it, we also request that they follow up directly with you to share any findings or next steps.

Please note that issues of this nature often fall under the responsibility of either the metering coordinator or the energy distributor, depending on the area you reside in. We understand this can be a bit confusing, but rest assured, we’re here to ensure it gets to the right hands for resolution.

If you have any questions in the meantime or need further clarification, feel free to get in touch 

please don't hesitate to reach out to us directly at https://www.agl.com.au/help-support/contact-us. We’ll make sure to get it resolved as quickly as possible.

SYED