Complaint Numbers
In 2019-20, there were 1,901 complaints received.
Complaints comprised:
- 1,232 electricity complaints;
- 335 gas complaints; and
- 334 water complaints.
Timeliness
78% of electricity complaints, 88% of gas complaints, 82% of water complaints and 80% of all complaints were finalised within 10 business days of receiving the complaint.
Issues Raised
Concerns about billing and credit are the main issues raised in complaints with these issues identified in 65% of complaints received (46% for billing and 19% for credit). Of these:
- High bills and alleged errors are the most common reasons for billing complaints; and
- Payment of arrears is the most common reason for credit complaints.
Liaison and Access
Effective relationships with key stakeholders and access to our services have been maintained this year through:
- Continuous liaison and communication with Energy and Water Ombudsman Scheme Members, regulators and industry-based ombudsmen; and
- Ensuring ongoing access to the Energy and Water Ombudsman services for residential and small use customers, and community groups who may represent them, including through a regional visit to Kalgoorlie and Leonora in the Goldfields-Esperance Region.