Annual Reports

Energy and Water Ombudsman Annual Reports

2021-22 Annual Report

Download the 2021-22 Annual Report for the Energy and Water Ombudsman below:

2021-22 Annual Report (PDF 3.7MB) PDF icon

Read the Highlights for 2021-22

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


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.

Gas Industry Ombudsman Annual Reports

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