Complaints by industry & company
For more detailed statistics please download EWON's Annual Report 2010-2011
- Complaints by industry
- Complaints about energy retailers
- Complaints about energy distributors
- Complaints about water distributors/retailers
- Complaints by company
- Snapshot: complaints about electricity retailers
Complaints by industry
| No. complaints 2009/2010 | No. complaints 2010/2011 | % change | ||
|---|---|---|---|---|
| Electricity | Retailer | 9893 | 11983 | +21% |
| Distributor | 786 | 1014 | +29% | |
| Exempt Retailer | 61 | 51 | -16% | |
| Other* | 124 | 218 | +76% | |
| Gas | Retailer | 2722 | 2690 | -1% |
| Distributor | 67 | 84 | +25% | |
| Exempt Retailer | 0 | 1 | +100% | |
| Other* | 37 | 25 | -32% | |
| Water | Retailer | 521 | 541 | +4% |
| Distributor | 294 | 250 | -15% | |
| Exempt Retailer | 2 | 1 | -50% | |
| Other* | 49 | 39 | -20% | |
| Dual fuel | Retailer | 382 | 583 | +53% |
| Other* | 1 | 10 | +900% | |
| Non-energy/water | Other* | 109 | 69 | -37% |
| Total | 15,048 | 17,559 | +17% |
*Non-member specific, out of jurisdiction
Complaints about energy retailers
NOTE: On 1 March 2011 TRUenergy purchased the retail arm of EnergyAustralia and Origin Energy purchased the retail arms of Country Energy and Integral Energy. Complaint data for EnergyAustralia, Country Energy and Integral Energy has been reported separately for the full year and has not been rolled into TRU energy and Origin Energy data post 1 March 2011.
| NSW customers | Company | Total complaints |
|---|---|---|
| Over 1 million customers | AGL | 4903 |
| EnergyAustralia | 2365 | |
| 500,000 to 1 million customers | Country Energy | 842 |
| Integral Energy | 1867 | |
| 100,000 to 500,000 customers | Origin Energy | 3256 |
| Under 100,000 customers | ActewAGL | 109 |
| ActewAGL Gas | 67 | |
| Australian Power and Gas | 1 | |
| Jackgreen | 201 | |
| Lumo Energy | 40 | |
| Powerdirect | 109 | |
| Red Energy | 119 | |
| Sanctuary Energy | 144 | |
| TRUenergy | 765 |
Complaints about energy distributors
| Company | Total complaints |
|---|---|
| ActewAGL Gas Distribution | 2 |
| Ausgrid | 517 |
| Central Ranges Pipeline | 1 |
| Endeavour Energy | 268 |
| Essential Energy | 220 |
| Jemena | 79 |
| TransGrid | 2 |
Complaints about water distributors/retailers
| NSW customers | Company | Total complaints |
|---|---|---|
| Over 1,500,000 customers | Sydney Water | 592 |
| 100,000 to 1,500,000 customers | Hunter Water | 104 |
| Under 100,000 customers | Essential Energy^ | 7 |
| Gosford City Council | 14 | |
| Shoalhaven Water | 14 | |
| State Water Corporation | 7 | |
| Wyong Shire Council | 13 |
^Essential Energy is the water provider for Broken Hill customers only.
Complaints by company
| Company | Total complaints | Top 3 issues |
|---|---|---|
| ActewAGL | 176 | Billing 51%, Credit 18%, Customer service 12% |
| ActewAGL Gas Distribution | 2 | Provision 100% |
| AGL | 4903 | Billing 45%, Credit 19%, Customer service 19% |
| Aurora Energy | 1 | Billing 100% |
| Ausgrid | 517 | Supply 27%, Land 25%, Provision 23% |
| Australian Power and Gas | 339 | Marketing 31%, Transfer 30%, Billing 18% |
| Central Ranges Pipeline | 1 | Provision 100% |
| Country Energy | 842 | Billing 56%, Credit 24%, Customer service 12% |
| Endeavour Energy | 268 | Supply 38%, Provision 24%, Customer Service 21% |
| EnergyAustralia | 2365 | Billing 52%, Credit 23%, Customer service 13% |
| Essential Energy | 227 | Supply 31%, Provision 27%, Customer Service 19% |
| Gosford City Council | 14 | Billing 38%, Supply 31%, General 6% |
| Hunter Water | 104 | Billing 31%, Customer service 20%, Supply 14% |
| Integral Energy | 1867 | Billing 43%, Credit 31%, Customer Service 11% |
| Jackgreen | 201 | Billing 45%, Credit 40%, Customer service 10% |
| Jemena | 79 | Provision 43%, Customer service 24%, Supply 17% |
| Lumo Energy | 40 | Transfer 56%, Marketing 20%, Customer Service 15% |
| Origin Energy | 3256 | Billing 36%, Credit 28%, Customer Service 15% |
| Powerdirect | 109 | Billing 49%, Credit 21%, Customer service 20% |
| Red Energy | 119 | Marketing 31%, Transfer 28%, Billing 20% |
| Sanctuary Energy | 144 | Customer service 52%, Billing 24%, Transfer 9% |
| Shoalhaven Water | 14 | Billing 37%, Credit 37%, Supply 11% |
| State Water Corporation | 7 | Customer service 50%, Land 20%, Billing 20% |
| Sydney Water | 592 | Billing 45%, Customer service 14%, Credit 12% |
| TransGrid | 2 | Land 100% |
| TRUenergy | 765 | Billing 48%, Credit 19%, Customer service 19% |
| Wyong Shire Council | 13 | Billing 65%, Customer Service 18%, Supply 12% |
- There were no complaints received for Albury Gas Company, APT Allgas, Diamond Energy, Dodo Power and Gas, Envestra NSW Gas, Independent Electricity Retail Solutions, Momentum Energy, Simply Energy or Veolia Water Solutions and Technologies
- There were 46 complaints about exempt retailers including residential park operators
- There were 546 complaint enquiries about energy and water related matters that were out of jurisdiction or non-provider specific
Snapshot: complaints about electricity retailers
| Company | No. complaints 2010/2011 | % electricity retailer complaints |
|---|---|---|
| Origin Energy | 2830 | +23% |
| AGL | 2711 | +18% |
| EnergyAustralia | 2078 | +36% |
| Integral Energy | 1867 | +31% |
| Country Energy | 792 | +58% |
| TRUenergy | 566 | +21% |
| Australian Power and Gas | 316 | +2007% |
| Jackgreen | 201 | -78% |
| Sanctuary Energy | 144 | +700% |
| Red Energy | 119 | +240% |
| Powerdirect | 109 | +15% |
| General Enquiry | 105 | -15% |
| ActewAGL | 104 | -8% |
| Lumo Energy | 40 | -17% |
| Aurora Energy | 1 | +100% |
| Total electricity retail complaints | 11983 | 21% |
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