Rush to Ombudsman over rising water bills

JOHN VAN KLAVEREN
SOARING water bills have prompted a leap in appeals for help from the Barwon region, according to a Victorian Ombudsman’s office.
Geelong welfare agencies predicted the appeals to escalate after Barwon Water announced a 10.5 per cent charges hike for next financial year.
The number of appeals to the Energy and Water Ombudsman were high considering many consumers would be unaware it existed, the agencies said.
The pending Barwon Water hike follows a 10.1 per cent rise this financial year and another 13.8 per cent jump in 2009/2010.
More increases are on the way, with two 10.5 per cent hikes included in Barwon Water’s 2008 to 2013 Water Plan, which has Essential Services Commission approval.
The Ombudsman said utility customers were seeking assistance in record numbers, with a 31 per cent increase in negotiated payment plans.
The figures included 2068 requests for assistance from Geelong and Surf Coast customers between June, 2010, and May, 2011.
A record 42,505 energy and water customers sought the Ombudsman’s assistance last financial year, up 10 per cent on 2008/2009 and 139 per cent higher than five years ago.
“In many of the complaints lodged with us the underlying issue – high bills, payment difficulties, account arrears, payment plans and credit-related disconnection – pointed to customer financial hardship,” the Ombudsman said.
“Our complaints clearly pointed to increasing financial hardship. People who may have been coping previously found themselves needing our help or the help of a financial counsellor to sort out affordable payment arrangements.”
The Ombudsman assisted 129 Geelong and Surf Coast customers to negotiate a payment plan.
Salvation Army Family Support Services manager Wendy Katsanbiris said the combination of higher water and energy bills often pushed low-income families over the edge.
“Water usage on its own is not the main issue but when it’s part of the package of utilities costs it becomes an issue,” she said.
Diversitat Financial Counsellor Jocelyn McMillan said any increase in essential services impacted clients on fixed incomes.
“The water account is usually one of a number of bills people are having trouble with.”
Bethany’s Grant Boyd was also concerned about the impact of rishing bills.