Ombudsman publishes 2016-17 Annual Report
01 November 2017
Energy and Water Ombudsman publishes 2016-17 Annual Report, November 2017
The Energy and Water Ombudsman has published its Annual Report for 2016-17. The report outlines the work of the Energy and Water Ombudsman Scheme for the year, including:
In 2016-17, there were 2,478 complaints received representing a 30% increase from 2015-16. Complaints comprised of:
- 1,747 electricity complaints;
- 368 gas complaints; and
- 363 water complaints.
83% of electricity complaints, 96% of gas complaints, 89% of water complaints and 86% of all complaints were closed 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 73% of complaints received (48% for billing and 25% for credit). Of these:
- High bills and alleged errors are the most common reasons for billing complaints; and
- Payment of arrears and debt collection are the most common reasons for credit complaints.
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 member organisations, 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 regional visits to Broome and Carnarvon.
The Annual Report 2016-17 can be downloaded from the Energy and Water Ombudsman website on the Annual Reports page