Highlights for 2014-15

Complaint Numbers

In 2014-15, there were 2,182 complaints received representing a 17% decrease from 2013-14.

Complaints comprised:

  • 1,616 electricity complaints (25% decrease);
  • 277 gas complaints (1% increase); and
  • 289 water complaints in the first full year of operation for this jurisdiction.


83% of electricity complaints, 94% of gas complaints, 80% of water complaints and 84% 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 73% of complaints received (44% 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 Kalgoorlie-Boulder and Northam.


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