Complaints
In 2024-25, we received 1,603 complaints
- 875 electricity complaints
- 286 gas complaints
- 442 water complaints
Outcomes
21% of complaints that we conciliated or investigated were resolved with an outcome for the complainant.
We acheived 111 remedies including financial remedies totalling nearly $100,000.
Timeliness
78% of electricity complaints, 91% of gas complaints and 87% of water complaints were resolved within 10 business days of receiving the complaint.
Issues Raised
Most complaints involved concerns about billing (45%), customer service (14%), and the supply of electricity, gas and water services (14%).
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 Kalgoorlie and Kambalda in the Goldfields Region;
- A visit to Albany, Denmark and Katanning in the Great Southern Region;
- A visit to Wagin in the Wheatbelt Region;
- A visit to Newman and Jigalong in the East Pilbara Region; and
- An information stall at 10 community events around Perth.