Complaint Numbers
In 2021-22, there were 1,876 complaints, an 18% increase on the previous year.
Complaints comprised:
- 1,279 electricity complaints
- 234 gas complaints
- 363 water complaints
Timeliness
86% electricity complaints, 80% gas and 87% water complaints were resolved within 10 business days of receiving the complaint.
Issues Raised
Concerns about billing, the supply of electricity, gas and water services and credit are the main issues raised in complaints with these issues identified in 75% of complaints received (52% for billing, 13% for the supply of electricity, gas and water services and 10% for credit).
Liaison and Access
Effective relationships with key stakeholders and access to our services have been maintained this year through:
- Continuous liaison and communication with Scheme Members, regulators and industry-based ombudsmen; and
- Ensuring ongoing access to our services for residential and small use customers, and community groups who may represent them including a visit to Kununurra, Wyndham and Halls Creek in the East Kimberley Region, a visit to Broome, Derby and Fitzroy Crossing in the West Kimberley Region and an information Stall at Dowerin Machinery Field Days agricultural show.