Thursday 22 October: Complaint form offline

The supplier of our case management system has confirmed that they are experiencing a significant technical issue.

At present, we have no access to the case management system and we are currently unable to provide updates on existing cases.

We are planning on the basis that this could continue for a period of time including for the remainder of this week.

If you would like to check if your complaint is ready for the SPSO or enquire about making a new complaint, please complete our Complaint Checker.  

Please be assured we are doing all we can and will provide updates on our website. 

For an all service update: Service update | SPSO

Decision Report 201600316

  • Case ref:
    201600316
  • Date:
    January 2017
  • Body:
    Business Stream
  • Sector:
    Water
  • Outcome:
    Not upheld, no recommendations
  • Subject:
    charging method / calculation

Summary

Mr C complained that Business Stream had given an incorrect closing balance when he transferred to another water provider and were unreasonably pursuing him for the bill calculated. However, Business Stream said that his closing bill had been calculated appropriately and had been based on his final reading.

The complaint was investigated and we found that, in accordance with Business Stream's policy, they were required to be provided with a transfer reading by the customer's new licensed provider. This was to prevent the customer being charged twice for the same period, and Mr C's new provider had provided the reading. No evidence was provided to suggest that this figure was incorrect and it was found to be in line with a previous year's meter reading. While Mr C also complained about what he described as a four-month spike in water usage, he was by then no longer a Business Stream customer. Accordingly, we did not uphold Mr C's complaint.

Related reading

Updated: March 13, 2018