Dodo refunds Peggy’s electricity bill fees
Peggy, a loyal Dodo energy customer, relies on paper bills as she is unable to pay online. She recently noticed a $4.40 fee for receiving paper bills and felt it was unfair. With the help of Postman Pat and Ajust's resolution platform, Peggy successfully raises a complaint with Dodo. Dodo waives the fee and also credits her account with $20, showing exceptional customer care. Peggy's issue is resolved and Ajust receives praise from Peggy.
Paying with a paper bill
Peggy has been a Dodo energy customer for a very long time. Since she became a customer, Dodo has been sending Peggy a bill by post at the beginning of each month like clockwork. The only thing that’s actually changed is the cost of electricity - it’s much more expensive than it used to be.
After Peggy retired, which she describes as ‘many moons ago’, she settled into a routine that helps her fulfil her responsibilities each week while also allowing plenty of time to see her friends and enjoy her hobbies.
Each Thursday is ‘shopping day’ where Peggy sets out with her grocery list. She starts at the supermarket for the essentials, then heads to the baker & butcher. She likes to support local businesses where she can.
After she’s done shopping, Peggy heads to the post office just around the corner which is owned by her friend, Pat. Pat is lovingly known around town as Postman Pat, inspired by the old childrens’ tv show.
Peggy uses Australia Post’s ‘Billpay’ service to pay her Dodo electricity bill. She has never had a credit card and therefore isn’t able to pay for bills online. She is familiar with the Billpay process - it’s as simple as handing over the paper bill she receives from Dodo along with the cash. Australia Post takes care of the rest.
Unfair fees
The way that people interact with businesses has changed a lot in recent years. Most people have online accounts, receive bills digitally and even pay bills online. However these advancements aren’t suitable for all people. Some don’t have the skills, resources or confidence to make this transition.
Peggy is one of the people that is unable to make use of these advancements. She has never had a credit card and this restricts her ability to pay bills online. It’s important to Peggy that she receives her paper bill each month so that she can take it to the post office and pay using cash.
When Peggy was reviewing her bill recently, she noticed a charge that ruffled her feathers. She was being charged $4.40 each month to receive a paper bill. Her first thought was “I’m penalised for being old!”
After some thoughtful consideration, Peggy decided that she wasn’t willing to accept this new fee. She wasn’t comfortable using email, nor did she have a printer so it was important that she continued to receive a paper bill. She felt that the fee was unfair and should be waived.
When Penny spoke to Postman Pat about her situation, Pat knew exactly what to do about it.
The Australian federal government is working with state and territory governments to provide electricity bill support between 2023 and 2025 to help deal with rising prices.
Depending on where you live and whether you meet the eligibility criteria, you could be eligible for up to $700 in support.
Most people who are eligible don’t need to do anything - the support payments will be automatically applied to their bill. If you’d like to learn more about eligibility or the program generally, you can visit the Australian Government’s Energy Bill Relief Fund website.
Ongoing fees waived and credit applied
When Pat heard about the charge on Peggy’s monthly bill, she was quick to help Peggy make a complaint to Dodo using Ajust’s resolution platform.
Using Ajust, Peggy explained her situation to and requested that $4.40 be credited to her account. She also wished for the fee to be waived - paper bills were essential to her being able to pay her account.
Peggy doesn’t consider herself to be good with technology but even she felt comfortable using Ajust’s platform to make a complaint. She was also very impressed with what happened next. That same day, Peggy received a call from Dodo with good news - they had resolved her issue.
Dodo went above and beyond for Peggy. They gave her a $20 credit and waived the monthly fee indefinitely.
Peggy wrote a 5-star review for Ajust: “My complaint handled very well, heard from supplier same day, was very helpful”.
The team at Ajust is thrilled that Peggy’s issue has been resolved so that she can continue with her familiar routine.
Editor’s note: We’re always excited to share the experiences of consumers that have used Ajust. This Consumer Story is based on a real complaint made through our platform. But we’ve changed some details to protect the consumer's personal information and make the story more enjoyable for our readers.
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