Complaints to the Energy and Water Ombudsman increase 11% in 2023-24

The Energy and Water Ombudsman has published its Annual Report for 2023-24. The report outlines the work of the Energy and Water Ombudsman Scheme for the year, including:

Complaint Numbers

In 2023-24, we received 1,583 complaints, an 11% increase on the previous year.

• 890 electricity complaints
• 308 gas complaints
• 385 water complaints

Timeliness

83% of electricity complaints, 91% of gas complaints and 86% of water complaints were resolved within 10 business days of receiving the complaint.

Issues Raised

Most complaints involved concerns about billing (47%), customer service (14%), and the supply of electricity, gas and water services (12%).

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 Carnarvon in the Gascoyne Region;
  • A visit to Esperance in the Goldfields-Esperance Region;
  • A visit to Geraldton and Mullewa in the Mid West Region; and
  • An information stall at Wagin Woolorama agricultural show and at other events.

The Annual Report 2023-24 can be downloaded from the Energy and Water Ombudsman website on the Annual Reports page.