Monday 19 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.

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Decision Report 202101632

  • Case ref:
    202101632
  • Date:
    March 2023
  • Body:
    Business Stream
  • Sector:
    Water
  • Outcome:
    Resolved, no recommendations
  • Subject:
    Incorrect billing

Summary

C complained about Business Stream's communication regarding their account. There was also disagreement between C and Business Stream over the amount owed in respect of the account.

Business Stream accepted an unreasonable length of time had been taken regarding the matter and that they could have been more proactive in seeking some information from C. In seeking information from Business Stream to assist in investigating the complaints, we advised them of the amount C believed was owed in respect of the account and if Business Stream accepted this amount, that C would consider the matter resolved. Business Stream and C came to agreement over the amount owed in respect of the account. Therefore, given that resolution had been achieved and the matter resolved in C's view, there were no grounds for us to continue the investigation and discontinued it.

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Updated: March 22, 2023