Thousands of EnergyAustralia accounts have not been billed because of glitches in their new system. Picture: Rob Leeson Source: Herald Sun
GLITCHES in the EnergyAustralia billing system have left about 300,000 bills unable to be finalised.
The Australian reports that there are more than 145,000 bills overdue, and 21,000 accounts that have never been billed due to problems with a new computer system.
The figures come from internal documents seen by The Australian that show the number of accounts that have either never been billed or have long been unbilled for electricity and gas.
An EnergyAustralia spokeswoman told The Australian that only a "small number" of customers were affected by the "teething problems".
IBM handles the billing system from a team in India, and sources told The Australian that there was a huge workload from the system in Australia.
"The backlog is caused by IBM middleware (software) unable to handle sales files sent by third parties such as distributors," the source said. "Due to inadequate validity checking, errors are created and the IBM team in India is woefully undermanned to handle the workload.
"These errors have to be manually fixed, which has resulted in a growth in the backlog."
The EnergyAustralia spokeswoman said the new system was complex, but that IBM had doubled its support staff working on fixing the system.
"We are sorry to the small number of customers who haven't had the best experience and we're working round the clock to improve our service," she said.
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