The ABC reports that a number of AGL customers have recently received a year’s worth of electricity bills in one hit with payment expected in a few weeks’ time.
Whilst the bills don’t appear to be in error it is frankly unbelievable that AGL expects customers to pay the outstanding moneys immediately. I think the right course of action for AGL would have been to apologise for the error and offer customers the right to repay the bills in instalments over, say, a twelve month period. Such a customer-centred approach might have saved AGL the negative publicity and brand damage that accompanies such mistakes.
One can only assume this is continued fall-out from AGL’s mammoth Project Phoenix, a “transformational” SAP system integration project, which has been running for around 3 years at an estimated cost of $164.4 million.