Annual Reports

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    Energy and Water Ombudsman Annual Reports

    2020-21 Annual Report

    Download the 2020-21 Annual Report for the Energy and Water Ombudsman below:

    2020-21 Annual Report (PDF 4.5MB) PDF icon

    Read the Highlights for 2020-21

    Complaint Numbers

    In 2020-21, there were 1,590 complaints received, a significant reduction on the previous year.

    Complaints comprised:

    • 1,010 electricity complaints;
    • 206 gas complaints; and
    • 374 water complaints.

    Timeliness

    82% of electricity complaints, 86% of gas complaints, 86% of water complaints and 83% 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 60% of complaints received (50% for billing 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 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 Northam and Merredin in the Wheatbelt Region, an information stall at the Wagin Woolorama Agricultural Show, and a webinar for community service organisations in the Pilbara Region.

    Gas Industry Ombudsman Annual Reports

    2004-05 Annual Report (PDF 492kB) PDF icon