Hi,
I had my electricity and gas set up in February 2024 when I moved to Australia from abroad. After selecting my plan and moving in, I contacted the distributors (electricity + gas) and the meter reads were done as I agreed on the phone with them. My apartment building has a gate with an access code and they could access the meters using the code.
I have now received my first electricity bill which includes a 're-energisation fee' of $52.79 that is charged four times(!). I believe that this is the fee for connecting the electricity to my address and should be charged only once. I contacted the AGL chat where the customer service agent told me that "the distributor has visited the premises four times, but could not access the building -each of the visits has incurred the fee". I was told that "this fee is charged by the distributor, not AGL".
I think this must be some sort of mistake as I haven't been contacted by the distributors at any point. I have arranged only one meter read to the premises which worked out fine. In addition, based on the list of visit dates I received in the chat, one of the visits was done before I had even moved into the apartment and somebody else was living there.
Could you please help me to correct my bill? I hope that my gas bill next month is not going to have similar issues.
