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Annual report 2007 | 2008 |
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Complaint statistics
Complaints overview
Total complaints
Total |
No. |
Cases opened |
8861 |
Cases closed |
8913 |
Complaints per industry
Industry |
% |
Electricity |
75% |
Gas |
14% |
Water |
8% |
Dual fuel |
2% |
Non-energy/water |
1% |
Retailer / distributor complaints
Industry |
Complaints about retailers |
Complaints about distributors |
Total complaints |
Electricity |
5778 |
732 |
6611 |
Gas |
1248 |
14 |
1278 |
Water |
399 |
319 |
753 |
Dual fuel |
213 |
-- |
213 |
Complaints about providers
Complaints per 10,000 customers
The graph below shows complaints relative to customer numbers. It uses a variable y-axis, that is, the scale used between the value of 0 to 25 is ten times greater than the rest of the graph. Customer numbers are based on data provided by IPART.
Click here to view a larger image of the graph below
Source data for above graph
Provider |
Enquiry |
Refer to higher level |
Investigation |
Total per 10,000 customers |
ActewAGL |
13 |
8 |
22 |
43 |
AGL |
5 |
6 |
7 |
18 |
Country Energy |
4 |
2 |
2 |
8 |
EnergyAustralia |
5 |
3 |
4 |
12 |
Hunter Water |
2 |
1 |
3 |
6 |
Integral Energy |
6 |
4 |
6 |
16 |
Jackgreen |
29 |
37 |
85 |
151 |
Origin Energy |
101 |
40 |
140 |
281 |
Sydney Water |
2 |
1 |
1 |
4 |
TRUenergy |
17 |
10 |
16 |
43 |
Complaints about other providers
Provider |
Enquiry |
Refer to higher level |
Investigation |
Total complaints |
Australian Power and Gas |
6 |
3 |
4 |
13 |
| Energy One |
7 |
7 |
21 |
35 |
| NSW Electricity |
3 |
0 |
0 |
3 |
| Powerdirect |
25 |
23 |
59 |
107 |
| Red Energy |
2 |
0 |
0 |
2 |
| State Water |
4 |
1 |
2 |
7 |
Top issues by provider
| Provider |
Issues |
| ActewAGL |
Billing
32% |
Customer service 22% |
Transfer
20% |
| AGL |
Billing
36% |
Customer service 27% |
Transfer
18% |
| Australian Power and Gas |
Transfer
30% |
Marketing
22% |
Billing
22% |
| Country Energy |
Billing
30% |
Credit
20% |
Customer service15% |
| Energy One |
Billing
42% |
Transfer
30% |
Credit
11% |
| EnergyAustralia |
Billing
32% |
Credit
20% |
Customer service19% |
| Hunter Water |
Billing
33% |
Customer service 29% |
Land
14% |
| Integral Energy |
Billing
31% |
Credit
25% |
Transfer
17% |
| Jackgreen |
Transfer
24% |
Credit
24% |
Billing
23% |
| NSW Electricity |
Billing
67% |
Marketing
33% |
|
| Origin Energy |
Credit
38% |
Billing
19% |
Transfer
18% |
| Powerdirect |
Billing
44% |
Customer service 21% |
Transfer
17% |
| Red Energy |
Marketing
50% |
Billing
50% |
|
| State Water |
Billing
29% |
Customer service 29% |
|
| Sydney Water |
Billing
30% |
Customer service 22% |
Supply
14% |
| TRUenergy |
Billing
34% |
Transfer
29% |
Customer service 20% |
Complaints and issues by NSW region
| Region |
Total no. complaints |
Issues |
| Central West |
200 |
Billing
30% |
Credit
24% |
Customer
service 19% |
| Far West |
18 |
Billing
29% |
Credit
17% |
Provision
14% |
| Hunter |
1006 |
Credit
28% |
Billing
25% |
Customer service 19% |
| Illawarra |
561 |
Billing
26% |
Credit
24% |
Customer service 18% |
| Mid North Coast |
215 |
Billing
25% |
Customer service 19% |
Transfer
17% |
| Murray |
144 |
Billing
30% |
Customer service 24% |
Credit
20% |
| Murrumbidgee |
105 |
Billing
25% |
Transfer
20% |
Credit
19% |
| North West |
88 |
Credit
36% |
Billing
26% |
Customer service 14% |
| Northern |
132 |
Billing
25% |
Credit
19% |
Transfer
18% |
| Richmond-Tweed |
192 |
Billing
35% |
Customer service 17% |
Transfer
14% |
| South Eastern |
250 |
Billing
25% |
Credit
24% |
Customer service 17% |
| Sydney Inner |
2171 |
Billing
36% |
Customer service 21% |
Credit
15% |
| Sydney Outer |
2923 |
Billing
29% |
Credit
24% |
Customer service 19% |
| Sydney Surrounds |
707 |
Billing
26% |
Credit
24% |
Customer service 21% |
Complaints per 10,000 people by NSW region
Source of population data: Australian Bureau of Statistics
Click here to view a larger image of the graph below
Breakdown of issues raised by customers
All issues |
% |
Billing |
30% |
Credit |
21% |
Customer service |
19% |
Transfer |
15% |
Marketing |
5% |
| Supply |
3% |
| Land |
3% |
| Provision |
2% |
| General |
2% |
Electricity issues |
% |
Billing |
29% |
Credit |
24% |
Customer service |
17% |
Transfer |
17% |
Marketing |
5% |
Supply |
3% |
Land |
2% |
Provision |
2% |
General |
1% |
Gas issues |
% |
Billing |
40% |
Customer service |
29% |
Credit |
15% |
Transfer |
9% |
General |
5% |
Marketing |
2% |
Provision |
<1% |
Land |
<1% |
Water issues |
% |
Billing |
32% |
Customer service |
22% |
Supply |
12% |
Land |
11% |
Credit |
9% |
Provision |
9% |
General |
5% |
Dual fuel issues |
% |
Transfer |
29% |
Customer service |
23% |
Billing |
21% |
Credit |
13% |
Marketing |
13% |
General |
1% |
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Explanation of terms
• Complaint enquiry: a request for information or assistance that can be settled or referred quickly
• Refer to higher level (RHL): complaint enquiry referred to a senior officer in the energy or water company
• Investigation: complaint cannot be resolved between customer and company, EWON investigates and negotiates an outcome
• Determination (or binding decision): outcome cannot be negotiated between the customer and company, Ombudsman resolves the matter through a determination which is binding on the company
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: failure to respond, incorrect advice, poor attitude/service
• Transfer: error in billing or transfer of account due to switching retailers, contract terms, delay in transfer, site ownership
• Marketing: conduct by marketers, misleading information, pressure, non-account holder signed up
• Supply: quality, damage/loss, outages
• Land: impact of network assets, maintenance, environment
• Provision: problems with new or existing connections
• General: non energy/water related, contractors
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