|
Complaint statistics: 1 July to 31 December 2005
| Region |
No. complaints |
Top Three Issues |
|
|
| |
|
Issue 1 |
Issue 2 |
Issue 3 |
| Central West |
52 |
Billing 36% |
Credit 31% |
Customer service 12% |
| Far West |
15 |
Credit 41% |
Billing 17% |
Customer service 14% |
| Hunter |
577 |
Credit 49% |
Billing 20% |
Customer service 9% |
| Illawarra |
199 |
Credit 40% |
Billing 23% |
Customer service 11% |
| Mid North Coast |
97 |
Billing 31% |
Credit 22% |
Retail competition 13% |
| Murray |
34 |
Billing 41% |
Customer service 16% |
Supply 15% |
| Murrumbidgee |
41 |
Billing 32% |
Credit 29% |
Customer service 14% |
| North West |
28 |
Billing 49% |
Credit 35% |
Customer service 5% |
| Northern |
37 |
Billing 34% |
Credit 34% |
Customer service 11% |
| Richmond-Tweed |
35 |
Billing 43% |
Supply 15% |
Customer service 13% |
| South Eastern |
90 |
Credit 31% |
Billing 25% |
Retail competition 17% |
| Sydney Inner |
912 |
Billing 38% |
Credit 17% |
Retail competition 16% |
| Sydney Outer |
1,158 |
Credit 33% |
Billing 31% |
Customer service 15% |
| Sydney Surrounds |
408 |
Credit 40% |
Billing 27% |
Customer service 12% |
| Other |
53 |
|
|
|
|
No. Complaints |
Enquiry |
RHL |
Investigations |
Determinations |
| Electricity |
2,699 |
866 |
453 |
1,371 |
9 |
| Gas |
477 |
140 |
109 |
228 |
-- |
| Water |
403 |
230 |
97 |
76 |
-- |
| Dual fuel |
135 |
29 |
31 |
75 |
-- |
| Other |
22 |
22 |
-- |
-- |
-- |
Overview of the period
Disconnection and credit issues
1 July to 31 December 2005
|
1,310 people reported difficulty in paying their bills. |
Of these, 387 had been disconnected and a further 518 were facing disconnection. |
364 had also been denied an extension or instalment plan by their company. |
|
| |
Issues raised by customers
1 July to 31 December 2005
|
| Credit
|
33% |
| Billing |
30% |
| Customer service |
12% |
| Retail competition |
10% |
| Supply |
5% |
| Land |
4% |
| Provision |
4% |
| General |
2% |
|
Between 1 July to 31 December 2005, over 90% of complaints to EWON were from residential customers, and over 70% of all complaints related to electricity. This is consistent with previous years.
Explanation of terms
- Enquiry (complaint enquiry): a request for information or assistance that can be settled 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 conducts investigation 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 complaints
- 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, failure to respond, incorrect advice
- Retail competition: conduct by marketers, errors in transferring accounts
- Provision: problems with new or existing connections
- Supply: quality, damage/loss, outages
- Land: impact of network assets, maintenance, environment
- General: non-energy/water related, contractors
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