Common issues

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Below is a list of the most common issues that we deal with at the Energy and Water Ombudsman. If you have experienced any of them and feel that you may have grounds to make a complaint, view the steps to take on the How to make a complaint page.

Common issues raised in complaints

Some of the issues the Energy and Water Ombudsman can receive complaints about are shown below. The most common issues relate to billing and credit.
See the Consumer Resources page for information that may assist you with these issues.
Issue category	Description
Billing	Complaints about bills including alleged errors and disputes over meter readings and fees and charges.
Credit	Complaints about payment arrangements, debt collection issues and payment difficulties.
Customer service	Complaints about alleged poor customer service.
Supply	Complaints about the quality and reliability of supply of electricity, gas or water.
Connection issues / Provision	Complaints about connection issues or the provision of services.
Land	Complaints about the way a provider has exercised its powers in relation to land.
Service standard payment	Complaints about regulated payments for poor service.
Transfer	Complaints about transfers from one provider to another.
Marketing	Complaints about the marketing activities of providers.
Drainage, irrigation or sewerage	Complaints about the supply of drainage, irrigation or sewerage.
Other general issues	Complaints not covered by other categories, including complaints by a person affected by a water service.

Billing issues

The main types of billing issues are shown below:
Issue category	Description
High bill	Your bill is higher than expected (and you feel it is incorrect).
Alleged error	Alleged billing errors.
Meter	Metering issues.
Non-application	Disconnections due to the customer not applying for an account.
Tariff	Incorrect rates or lack of information about tariffs.
Fees	Unfair fees and charges.
Pensioner rebate	Rebate has not been applied or has been incorrectly applied.
Format	Format or lack of adequate information on your bill.
Other issues	Includes backbills, GST, historical debt, payment periods and security deposit.

Credit issues

The main types of credit issues are shown below:
Issue category	Description
Payment of arrears	Payment of arrears from previous bills, including extensions and payment plans.
Debt collection	Credit rating or debt collection issues.
Bill and debt payments	Customer has received a high bill and has difficulty in payment, has difficulty paying debts or problems with payment arrangements.