Request correction of incorrect gas bill: a guide to procedures to be followed

The client believes that the amount shown on the gas bill does not meet the consumption recorded by the meter can send the seller a written request for invoice adjustment. Here's how.

The client believes that the amount shown on the gas bill does not meet the consumption recorded by the meter can send the seller a written request for invoice adjustment. It is a written communication in which the client must present their objections in this regard. You should not confuse the written request for invoice adjustment with your claim. The claims are in fact customer communications to the seller to complain that the service received did not meet the requirements set by the laws and regulations, the proposed contract, the supply contract, by the service regulation, explains Authority (Authority for Electricity and the gas). Requests for correction of billing are therefore set aside. Specifically, the standard references are made by ARG / com 164/08 and by Resolution no. 200/99.

The written request for correction of billing the customer must indicate Name, Last Name, Address, Telephone / Mobile phone / email, Name on delivery, Customer Code and the Code of the redelivery point (PDR is a code consisting of 14 numbers that identifies the physical point in where the natural gas is delivered by the supplier and taken from the end customer. Given identifies a physical point on the distribution network, the code does not change even if you change to another supplier), subject of the complaint and any attachments.

The obligation of reasoned response

The seller receives a written request for invoice adjustment must send a reasoned reply stating the outcome of the actions and investigations, continues Authority. If an error occurs, the seller must provide for the correction of billing and credit the amount previously charged.

For reasoned response is defined as a communication containing: the reference to the written request for correction of billing, verification of contractual elements from which are derived the economic conditions of supply and consumption is given on the basis of the data collected from the previous consumption of the meter is customer and the details of the calculation for the adjustment in the event that you communicate that it is done.

 

The timing of the reasoned response and the time and manner of billing adjustment

The seller must respond to the request for invoice adjustment within 40 calendar days from the date of receipt of the written request. The term includes the time for the possible acquisition of technical data by firm sales. There is no compensation to the customer in case of no response within 40 calendar days of a request for invoice adjustment. The Authority for Electricity and Gas, however, can initiate proceedings to impose administrative penalties on defaulting seller.

If the seller recognizes the billing error, the customer is entitled to credit the amount previously charged for the same error, although to varying degrees by the request, precise Authority. In the case of a bill already paid or rateizzabile, the seller must credit the amount within 90 calendar days from the date of receipt of the written request for invoice adjustment. The term includes the time for the possible acquisition by the seller, of technical data that are the dealer's. If the crediting of an invoice already paid or rateizzabile occurs after 90 calendar days from the arrival of the request, the seller must liquidate the customer in the first bill useful automatic compensation of 20 € if the answer comes within 180 days, 40 euro if it arrives between 180 and 270 days, or 60 euro if it arrives after more than 270 days.

 

What to do in case of no answer or response is not satisfactory

The customer may approach the door to the energy consumer of Authority, operated in cooperation with the Single Buyer. The door to the energy consumer provides information, assistance and protection to final customers of electricity and gas, providing a direct channel of communication, able to ensure a timely response to complaints, petitions and reports. The ATM through a call center that responds to the toll-free number 800 166 654.

 

01/08/2012

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Translated via software

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Source:

Italian version of ReteArchitetti.it

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