News

Raising awareness and accessibility in theSouth West Region, February and March 2018

The Regional Awareness and Accessibility Program is intended to ensure awareness and accessibility to the services of the office of the Energy and Water Ombudsman to regional and Aboriginal Western Australians.

The Program is undertaken jointly with the Western Australian Ombudsman and was conducted in the South West Region from 28 February to 2 March 2018.

The offices of the Commonwealth Ombudsman and Health and Disability Services Complaints Office participated in the visit.

The Program includes complaints clinics where members of the public can bring their concerns to us (that have not been able to be resolved directly with electricity, gas and water services providers), meetings with Aboriginal community members, and visits to, and liaison with, electricity, gas and water services providers and community groups. To find out more about the Energy and Water Ombudsman's visit to the South West Region:

Read more about the Regional Awareness and Accessibility Program.
View the South West Regional Visit Media Release.
View the South West Regional Visit Complaints Clinic Poster

Energy and Water Ombudsman publishes 2016-17 Annual Report, November 2017

The Energy and Water Ombudsman has published its Annual Report for 2016-17. The report outlines the work of the Energy and Water Ombudsman Scheme for the year, including:

Complaint Numbers

In 2016-17, there were 2,478 complaints received representing a 30% increase from 2015-16. Complaints comprised of:

  • 1,747 electricity complaints;
  • 368 gas complaints; and
  • 363 water complaints.

Timeliness

83% of electricity complaints, 96% of gas complaints, 89% of water complaints and 86% 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 (48% for billing and 25% 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 Broome and Carnarvon.

The Annual Report 2016-17 can be downloaded from the Energy and Water Ombudsman website on the Annual Reports page.

 

Raising awareness and accessibility in the Gascoyne Region, June 2017

The Regional Awareness and Accessibility Program is intended to ensure awareness and accessibility to the services of the office of the Energy and Water Ombudsman to regional and Aboriginal Western Australians.

The Program is coordinated with the Western Australian Ombudsman and was conducted in Carnarvon on 22 - 23 June 2017. The offices of the Commonwealth Ombudsman and Health and Disability Services Complaints Office participated in the visit.

The Program included complaints clinics where  members of the public could bring their concerns to us (that had not been able to be resolved directly with public authorities or providers of energy and water services), meetings with Aboriginal community members, and visits to, and liaison with, public authorities and community groups. To find out more about the Energy and Water Ombudsman's visit to the Gascoyne region:

Read more about the Regional Awareness and Accessibility Program.
View the Gascoyne Visit Media Release.
View the Gascoyne Regional Visit Complaints Clinic Poster

 

New water services jurisdiction from 1 January 2014

Following the passage of the Water Services Act 2012, the existing Energy Ombudsman Western Australia has become the Energy and Water Ombudsman Western Australia.

The Energy and Water Ombudsman investigates and resolves complaints concerning the provision of services by electricity, gas and water services providers.

Read more in the Information Sheet