We’re pleased to release our 2024–25 Annual Report, which highlights some of the issues that Western Australians experience when it comes to their electricity, gas and water services. This year, customers continued to contact us about high bills, billing errors, customer service concerns, and the reliability of their supply.
Some notable changes stood out in the nature of complaints:
- Water billing issues increased, reflecting new challenges for households.
- Electricity complaints about supply and provision rose, with more people affected by planned and unplanned outages, and facing delays or costs when connecting to the network.
- Gas billing complaints dropped by 20% compared to last year, but remain higher than historical averages.
Our role is to make sure electricity, gas and water providers hear these concerns and have the chance to put things right. Most complaints are resolved quickly by referring customers to their provider or escalating the issue to senior staff. For those that aren’t resolved, we step in to facilitate a resolution or conduct an investigation.
In 2024-25, our efforts led to 111 remedies for customers, including nearly $100,000 in financial relief. These outcomes made a real difference, from bill reductions and fee waivers to practical support for those facing hardship.
Community engagement and outreach
We know that access to fair dispute resolution shouldn’t depend on where you live. That’s why our team travelled across Western Australia, meeting people in Kalgoorlie, Kambalda, Albany, Denmark, Katanning, Wagin, Busselton, Newman, and Jigalong. This program is delivered in conjunctions with Ombudsman Western Australia, Consumer Protection and other complaint handling organisations. These visits give locals the chance to raise concerns face-to-face and learn about their rights.
We also took part in 10 community events around Perth, including NAIDOC celebrations, Have A Go Day, Harmony Day, and Pridefest, making sure everyone knows help is available, whether you’re in the city or the regions.
Throughout the year, we worked closely with energy and water providers, regulators, other ombudsmen, and community groups to share insights and improve our services.
Case study
Disconnection delay leads to goodwill credit and support
A customer’s electricity account was closed and the retailer listed the property for disconnection. However, the property remained connected until over a year later. During this time, the occupant continued to receive electricity without being billed but was later issued a large catch-up bill.
The customer’s representative raised concerns with the retailer, highlighting the customer’s vulnerabilities, including health issues affecting their cognitive ability, limited literacy, and financial hardship. The retailer initially offered to waive a portion from the bill, but the representative remained dissatisfied due to the extended period of unbilled consumption and the customer’s inability to manage the debt. The representative contacted us.
Our investigation revealed that the delay in disconnection was mainly due to a systems fault between the retailer and the distributor. Following extensive correspondence and data review, the distributor agreed to provide a substantial credit reducing the account balance. The retailer also committed to placing the customer on a plan to assist with ongoing consumption and financial management.
The complaint was resolved with both the retailer and distributor contributing to a goodwill credit and support arrangement, acknowledging the impact of the delayed disconnection had on the customer’s personal circumstances.
Download our Annual Report 2024-25 here