Complaint Numbers
In 2023-24, we received 1,583 complaints, an 11% increase on the previous year.
- 890 electricity complaints
- 308 gas complaints
- 385 water complaints
Timeliness
83% of electricity complaints, 91% of gas complaints and 86% of water complaints were resolved within 10 business days of receiving the complaint.
Issues Raised
Most complaints involved concerns about billing (47%), customer service (14%), and the supply of electricity, gas and water services (12%).
Liaison and Access
Effective relationships with key stakeholders and access to our services was maintained through:
- Continuous liaison and communication with Scheme Members, regulators and industry-based ombudsmen; and
- Ensuring ongoing awareness of, and access to, our services for residential and small business customers, and community groups who may represent them. Highlights include
- A visit to Carnarvon in the Gascoyne Region;
- A visit to Esperance in the Goldfields-Esperance Region;
- A visit to Geraldton and Mullewa in the Mid West Region; and
- An information stall at Wagin Woolorama agricultural show and at other events.