Ombudsman publishes 2018-19 Annual Report

The Energy and Water Ombudsman has published its Annual Report for 2018-19. The report outlines the work of the Energy and Water Ombudsman Scheme for the year, including:

Complaint Numbers

In 2018-19, there were 2,558 complaints received.

Complaints comprised:

• 1,767 electricity complaints;
• 386 gas complaints; and
• 405 water complaints.

Timeliness

81% of electricity complaints, 88% of gas complaints, 84% of water complaints and 83% of all complaints were closed within 10 business days of receiving the complaint.

Issues Raised

Concerns about billing and credit are the main issues raised in complaints with these issues identified in 72% of complaints received (47% 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 Katanning and Albany in the Great Southern Region, Manjimup in the South West Region and Mandurah, Waroona and Boddington in the Peel Region.

The Annual Report 2018-19 can be downloaded from the Energy and Water Ombudsman website on the Annual Reports page