Keeping the water on

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The Ombudsman helped a family keep its water supply on, following a mistaken debt.

The family got a notice that their water supply would be restricted because of an overdue account. Once the Ombudsman became involved, the agency reviewed its accounts and realised the debt belonged to a different family member. On the Ombudsman’s request, the agency apologised to the family and committed to reviewing accounts more carefully before telling customers it would restrict their water supply.

From start to finish, the Ombudsman helped resolve the issue in just 12 working days and the family did not suffer any water restrictions.

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