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I was unable to top up my gas after switching supplier

We were contacted by a consumer who was having difficulty with their Natural Gas supplier. The consumer had recently switched and was unable to top up their meter leaving the consumer without gas. Unfortunately, when the consumer had contacted the supplier about the issue, they had failed to take the necessary action with the gas distribution company to resolve the issue which resulted in the consumer being without gas for longer than necessary.

Action

The Consumer Council contacted Phoenix Natural Gas on the consumer's behalf. 

Resolution

The consumer’s meter was fixed that day, restoring heat to their home. With further investigation, the Consumer Council also obtained monetary compensation for the consumer from her supplier for the customer service failings encountered.