00:00When Fred Newman was incorrectly told that his electricity bill increase had been set
00:07by the government, he called out the lie.
00:10Now after complaining to the Energy Ombudsman, he's received an apology.
00:14I got a phone call back from their complaints resolution manager who said that he'd listened
00:20to the phone call and that indeed those words set by the government were used in error.
00:26Mr Newman suspects other Engie customers could have received the same advice.
00:31Consumers need protection and there needs to be action against this.
00:35I wouldn't be the only person that they've said that to.
00:38It's basically implying that they have a legal obligation to pay this bill.
00:43It's ridiculous and I want to see heads roll.
00:46Engie wrote to Mr Newman claiming the error was a misunderstanding by the call taker,
00:52saying its call centre scripts do not suggest governments set market prices and has delivered
00:57coaching about the importance of providing correct information.
01:01It's quite deceptive and quite misleading.
01:03They're relying on people being distracted, having other things on their plate and not
01:08concentrating and not being across the intricacies of this charging.
01:12A week ago the ABC also revealed that Engie had overcharged up to 3,000 South Australian electricity
01:18customers.
01:19The Energy Minister has referred the company to the Australian Competition and Consumer
01:24Commission.
01:25The idea that some poor call centre operator got it wrong, I'm finding it a bit hard to
01:30believe now.
01:31There's actually something else going on that needs to be investigated and there need to
01:35be prosecutions.
01:36The Federal Government declined to comment on Engie's admissions while the ACCC says it doesn't
01:42give details about complaints received or potential investigations.
01:48So that's what he knows.
01:49When we start back in, we just don't think there's going on that.
01:54And that's what he мозг obviously understands does to be decided to…
01:58Well, that's when it's been released and our goal is getting cleared and lift up the
02:01of his business.
02:02So give him something.
02:03That's what we're doing.
02:05We're starting to say in fact that the day,まず in conditional Oak Creek is on bre homelessness.
02:09I have the habit of holding cuando he stayed at a number of our bet.
02:10We have the right-line fund.
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