Our work this year
Who used our services
Overall, the information on who used our service is consistent with previous years.
- 93% of complaints were from residential customers
- 7% of complaints were from business customers
- 33% of complaints were from regional and rural customers
- 53% of customers were female, 47% male
- 89% of customers contacted us by phone
- 5% of customers used our online complaint form to submit their complaint
We do not routinely collect the following information, but it is recorded if offered by customers. So while the numbers are low and almost certainly underestimated, they are still significant. A snapshot of our customers shows:
- at least 24% (2144 customers) received a pension or benefit
- at least 5% (419 customers) lived in public housing
- 1% (113 customers) identified as Aboriginal or Torres Strait Islander
- 6% (504 customers) identified as CALD (culturally and linguistically diverse)
Change in reporting
We have reviewed the categorisation and reporting of customer complaints to take into account the following:
- significant growth in retail competition complaints
- the move to national regulation of the energy market
- consistency across Australian and New Zealand Energy and Water Ombudsman schemes.
The most significant change is in the way we classify ‘retail competition’ complaints. This one category has been split into two complaint areas – marketing and transfers.
Marketing issues relate to the activities of an electricity or gas retailer seeking to win a new customer (eg through door-to-door or telemarketing).
Complaints can include:
- misleading conduct or information, pressure tactics by marketers
- third parties signing contracts thereby cancelling the existing account holder’s contract/account without their knowledge or approval.
Transfer issues relate to the process involved in a customer switching from one retailer to another. Complaints can include transfers in error, delays, double billing and contract issues.
Complaint levels
Refer to higher level
EWON strongly supports the best practice approach of encouraging communication between the parties in a dispute. Where appropriate and with the customer’s consent, EWON will refer a complaint back to the energy or water provider for a further opportunity for resolution, but at a higher level in the company.
In such cases the outcome is recorded as ‘Refer to Higher Level’ (RHL). The provider then has a designated timeframe within which to respond to the customer, and the customer is invited to contact EWON again if they are not satisfied with the outcome.
This higher level referral process has been very successful, and generally works well for both customers and providers. This year however, EWON dealt with 146 cases where the provider missed this opportunity to resolve the matter with their customer. These complaints went to investigation after the provider failed to contact EWON about the referral or follow-up the referral with their customer.
Investigations
This year we carried out 3417 investigations, a 12% increase from last year.
- Level 1 investigations have increased 13%. This is in line with an increase in credit related complaints, as first level investigation cases often relate to affordability.
- Level 3 investigations have increased by 28%, which is in line with increasing complexity in the utilities environment. Level 3 cases generally require significant time to resolve.
Determinations
In cases where a negotiated outcome cannot be reached, the Ombudsman may make a determination (a ‘binding decision’) to resolve a case. The complainant can choose whether or not to accept the determination, however if they accept the decision the provider is bound by its terms. We have been pleased to see a significant decrease in determinations, with the Ombudsman determining only one case this year. Determinations are available at www.ewon.com.au
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