Mailing issue

Saturday 15 December 2018

Following an investigation into a mailing error that resulted in approximately 6000 ActewAGL customers’ invoices being inadvertently sent to the wrong address, ActewAGL can confirm the cause was a third-party programming error isolated to an invoicing cycle over December 5, 6 and 7.

We have confirmed the names of all recipients of misdirected mail and a team of operators continues to work over the weekend with those who have mistakenly received invoices. Those we cannot contact by phone will receive a letter explaining the oversight, along with a pre-addressed express-post satchel in which we ask them to kindly return the mail.

The privacy of our customers is of the utmost importance and we deeply apologise for this incident. We would like to thank those who have contacted us to let us know they have received misdirected mail, and ask that recipients please do not use or disclose any of the information contained within these invoices.

We are separately mailing all customers whose invoices have been misdirected to explain what has happened. We will reissue new invoices with revised due dates for those affected.

We ask that customers please contact us on 13 14 93 if they have concerns about their account, or would like to report receiving mail in error.

We are working with the Privacy Commissioner on the issue and urge those who have privacy concerns to visit the Office of the Australian Information Commissioner website at www.oaic.gov.au.

Again, we apologise to our valued customers for this error.