Energy and Water Ombudsman's Report

I am very pleased to present the 2016-17 Annual Report of the Western Australian Energy and Water Ombudsman.

The Energy and Water Ombudsman investigates and resolves complaints about energy and water services in Western Australia. In 2016-17, we received 2,478 complaints comprised of 1,747 electricity complaints, 368 gas complaints and 363 water complaints. We provided highly timely resolution of these complaints, closing 86% of complaints within 10 business days. The timely resolution of complaints is facilitated by the cooperative approach of member companies, for which I record my appreciation.

Image: Chris Field, Western Australian Energy and Water Ombudsman

To ensure that we continue to provide high quality and cost effective investigation and resolution of complaints, we have continued to liaise with key stakeholders including electricity, gas and water providers, the Economic Regulation Authority, other regulators and other Energy and Water Ombudsmen. We have also undertaken a range of activities to ensure our services are as accessible as possible for members of the public, including those living and working in regional Western Australia and Aboriginal Western Australians through our Regional Awareness and Accessibility Program. This year the Program conducted regional visits to Broome and Carnarvon.

I take this opportunity to express my sincere appreciation to the Board of the Energy and Water Ombudsman for their work in providing oversight to the Energy and Water Ombudsman Scheme.

I also take this opportunity to thank each staff member of the Energy and Water Ombudsman, and in particular, Deputy Energy and Water Ombudsman, Mary White, and Director, Energy and Water, Marcus Claridge, for their ongoing outstanding contribution to ensuring high quality, cost effective and timely access to justice for Western Australian electricity, gas and water consumers.

Chris Field


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