In 2020-21, there were 1,590 complaints received, a significant reduction on the previous year.
- 1,010 electricity complaints;
- 206 gas complaints; and
- 374 water complaints.
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.
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.