| |
Complaints statistics
Overall results
| Complaints |
2006-2007 |
| Total complaints received |
8632 |
| Total complaints closed |
8641 |
| Change in complaints |
2005/2006 |
2006/2007 |
% change |
| Complaint enquiry |
2804 |
3621 |
+ 29% |
| Refer Higher Level |
1685 |
1964 |
+ 17% |
| Level 1 |
2604 |
2166 |
- 17% |
| Level 2 |
383 |
609 |
+ 59% |
| Level 3 |
117 |
264 |
+ 126% |
| Determination |
31 |
17 |
- 45% |
| Total |
7624 |
8641 |
|
Explanation of terms
- Complaint enquiry: a request for information or assistance that can be settled quickly.
- Refer to higher level: complaint enquiry referred to a senior officer in the energy or water provider.
- Investigation: complaint cannot be resolved between customer and provider, EWON conducts investigation and negotiates an outcome.
- Determination (or binding decision): outcome cannot be negotiated between the customer and provider, Ombudsman resolves the matter through a determination which is binding on the provider
Type of complaints received
Consistent with previous years, the majority of complaints related to retailers (82%) while 15% related to distributors/networks. Around 1% of complaints related to exempt retailers, primarily residential park operators.
| Complaints by industry |
| Electricity |
76% |
| Gas |
11% |
| Water |
9% |
| Dual fuel |
3% |
| Non energy/water |
1% |
Complaints per provider
| Complaints per 10,000 customers* |
| Provider |
Complaint enquiry |
Refer to higher level |
Investigation |
Total per 10,000 |
| AGL |
3 |
3 |
6 |
12 |
| Country Energy |
3 |
2 |
2 |
7 |
| EnergyAustralia |
7 |
4 |
6 |
17 |
| Integral Energy |
8 |
4 |
7 |
19 |
| Hunter Water |
2 |
1 |
2 |
5 |
| Sydney Water |
2 |
1 |
1 |
3 |
*Note: the number of customers for each member is based on data supplied to EWON by member providers.
| Other providers |
Provider |
Complaint
enquiry |
Refer to higher level |
Investigation |
Total
complaints p> |
| ActewAGL |
24 |
30 |
54 |
108 |
| Australian Power and Gas |
5 |
2 |
0 |
7 |
| ENERGEX |
3 |
0 |
0 |
3 |
| Energy One |
27 |
20 |
59 |
106 |
| Jackgreen |
122 |
|
213 |
489 |
| Origin Energy |
319 |
149 |
279 |
747 |
| Powerdirect |
55 |
36 |
48 |
139 |
| State Water |
3 |
0 |
2 |
5 |
| TransGrid |
2 |
1 |
1 |
4 |
| TRUenergy |
223 |
71 |
138 |
432 |
| Top three issues per provider |
| Provider |
Top three issues raised by customers |
| ActewAGL |
Retail competition 47% |
Credit 23% |
Billing 17 % |
| AGL |
Billing 33% |
Customer service 23% |
Retail competition 21% |
| Australian Power and Gas |
Retail competition 100% |
|
|
| Country Energy |
Billing 27% |
Credit 19% |
Customer service 14% |
| ENERGEX |
Credit 60% |
Billing 40% |
|
| Energy One |
Retail competition 60% |
Billing 22% |
Customer service 15% |
| EnergyAustralia |
Billing 30 % |
Credit 21% |
Customer service 17% |
| Hunter Water |
Billing 34% |
Customer service 22% |
Land 16% |
| Integral Energy |
Retail competition 31% |
Billing 25% |
Credit 24% |
| Jackgreen |
Retail competition 63% |
Customer service 16% |
Billing 13% |
| Origin Energy |
Retail competition 44% |
Credit 23% |
Billing 19% |
| Powerdirect |
Retail competition 53% |
Billing 26%% |
Customer service 17% |
| State Water |
Billing 63% |
Customer service 25% |
General 13% |
| Sydney Water |
Billing 32% |
Customer service 18% |
Land 16% |
| TransGrid |
Customer service 33% |
Land 33% |
General 22% |
| TRUenergy |
Retail competition 61% |
Billing 18% |
Customer service 14% |
Complaints by NSW region
| Complaints per 10,000 people by NSW region* |
| |
Total per 10,000 |
| Region |
|
2006-2007 |
| Central West |
8 |
14 |
| Far West |
11 |
12 |
| Hunter |
18 |
16 |
| Illawarra |
10 |
13 |
| Mid North Coast |
10 |
10 |
| Murray |
5 |
10 |
| Murrumbidgee |
5 |
10 |
| North West |
10 |
8 |
| Northern |
13
|
9 |
| Richmond-Tweed |
6 |
9 |
| South Eastern |
12 |
11 |
| Sydney Inner |
13 |
14 |
| Sydney Outer |
9 |
12 |
| Sydney Surrounds |
15
|
15 |
*Source of population data: Australian Bureau of Statistics
| Top three issues by NSW region |
| Region / Total complaints / Top three issues per region |
| Central West |
273 |
Retail competition 50% |
Billing 18% |
Customer service 16% |
| Far West |
28 |
Billing 30% |
Retail competition 24% |
Customer service 15% |
| Hunter |
991 |
Credit 28% |
Billing 25% |
Retail competition 17% |
| Illawarra |
531 |
Retail competition 34% |
Billing 22% |
Customer service 17% |
| Mid North Coast |
281 |
Retail competition 51% |
Customer service 17% |
Billing 15% |
| Murray |
117 |
Retail competition 24% |
Credit 24% |
Billing 21% |
| Murrumbidgee |
136 |
Retail competition 41% |
Credit 21% |
Billing 18% |
| North West |
84 |
Retail competition 45% |
Billing 18% |
Customer service 17% |
| Northern |
155 |
Retail competition 53% |
Customer service 14% |
Billing 12% |
| Richmond-Tweed |
204 |
Retail competition 52% |
Billing 19% |
Customer service 13% |
| South Eastern |
234 |
Retail competition 38% |
Credit 21% |
Billing 19% |
| Sydney Inner |
1871 |
Billing 36% |
Retail competition 20% |
Customer service 18% |
| Sydney Outer |
2835 |
Retail competition 28% |
Billing 27% |
Credit 18% |
| Sydney Surrounds |
722 |
Retail competition 23% |
Billing 23% |
Credit 22% |
Issues raised by customers
Notes on how we categorise complaint issues
- Billing: high and disputed bills, fees and charges, responsibility for accounts
- Credit: disconnection, arrears, difficulty in payment, payment arrangement declined, debt collection
- Customer service: poor attitude or service, failure to respond, incorrect advice
- Retail competition: conduct by marketers, errors in transfer of accounts, contract issues
- Provision: problems with new or existing connections
- Supply: quality, damage/loss, outages
- Land: impact of network assets, maintenance, environment
- General: contractors, non-energy/water related
| All issues raised by customers |
| Retail competition |
29% |
| Billing |
26% |
| Credit |
17% |
| Customer service |
16% |
| Supply |
4% |
| Provision |
3% |
| Land |
3% |
| General |
2% |
| Electricity issues raised by customers |
| Retail competition |
32% |
| Billing |
25% |
| Credit |
18% |
| Customer service |
16% |
| Supply |
4% |
| Provision |
2% |
| Land |
2% |
| General |
1% |
| Gas issues raised by customers |
| Billing |
37% |
| Customer service |
22% |
| Credit |
21% |
| Retail competition |
12% |
| Provision |
4% |
| General |
3% |
| Land |
1% |
| Supply |
<1% |
| Water issues raised by customers |
| Billing |
34% |
| Customer service |
7% |
| Land |
15% |
| Supply |
13% |
| Credit |
8% |
| Provision |
8% |
| General |
5% |
| Dual fuel issues raised by customers |
| Retail competition |
47% |
| Billing |
20% |
| Customer service |
19% |
| Credit |
13% |
| General |
1% |
|
