Ombudsman publishes 2020-21 Annual Report

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17 November 2021

The Energy and Water Ombudsman has published its Annual Report for 2020-21.

The Energy and Water Ombudsman has published its Annual Report for 2020-21. The report outlines the work of the Energy and Water Ombudsman Scheme for the year, including:

Complaint Numbers

In 2020-21, there were 1,590 complaints received, a significant reduction on the previous year.

Complaints comprised:

  • 1,010 electricity complaints;
  • 206 gas complaints; and
  • 374 water complaints.

Timeliness

82% of electricity complaints, 86% of gas complaints, 86% of water complaints and 83% of all complaints were finalised 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 60% of complaints received (50% for billing and 10% for credit).

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 Northam and Merredin in the Wheatbelt Region, an information stall at the Wagin Woolorama Agricultural Show, and a webinar for community service organisations in the Pilbara Region.

The Annual Report 2020-21 can be downloaded from the Energy and Water Ombudsman website on theĀ Annual Reports page.

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