Highlights for 2015-16

Complaint Numbers

In 2015-16, there were 1,907 complaints received representing a 13% decrease from 2014-15.

Complaints comprised:

    • 1,386 electricity complaints (14% decrease);
    • 252 gas complaints (9% decrease); and
  • 269 water complaints (7% decrease).

Timeliness

89% of electricity complaints, 96% of gas complaints, 89% of water complaints and 90% 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 (43% for billing and 29% 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 the Pilbara and Kimberley regions.

Go to next section of Annual Report >>