Ombudsman publishes 2019-20 Annual Report
19 November 2020
The Energy and Water Ombudsman has published its Annual Report for 2019-20.
The Energy and Water Ombudsman has published its Annual Report for 2019-20. The report outlines the work of the Energy and Water Ombudsman Scheme for the year, including:
In 2019-20, there were 1,901 complaints received.
- 1,232 electricity complaints;
- 335 gas complaints; and
- 334 water complaints.
78% of electricity complaints, 88% of gas complaints, 82% of water complaints and 80% 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 65% of complaints received (46% for billing and 19% for credit). Of these:
- High bills and alleged errors are the most common reasons for billing complaints; and
- Payment of arrears is the most common reason 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 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 Kalgoorlie and Leonora in the Goldfields-Esperance Region.
The Annual Report 2019-20 can be downloaded from the Energy and Water Ombudsman website on the Annual Reports page.