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Complaints statistics:
1 July 2007 to 31 March 2008
Overview of the period
Complaints statistics for the period 1 July 2007 to 31 March 2008 are consistent with previous periods.
The majority of complaints (92%) were from residential customers and 73% of all complaints were about electricity.
Of the regional areas, we continue to receive a large number of complaints from the Hunter region, which represents 11% of all complaints received.
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. Complaints can include:
- misleading conduct or information, pressure tactics by marketers
- third parties signing contracts thereby canceling the existing account holder’s contract/account
Transfer issues relate to the process involved in a customer switching from one retailer to another. Complaints can include transfers in error, delays and contract issues.
Overview of complaints for the period
| Overall |
Total complaints closed |
6,585 |
|
| Companies |
Complaints about distributors |
595 |
(13%) |
| Complaints about retailers |
3,809 |
(85%) |
| Customers |
Residential customers |
6,062 |
(92%) |
| Small business customers |
411 |
(6%) |
| *Living in public housing |
313 |
(5%) |
| Top issue for customers in public housing |
Credit |
(36% of issues raised**) |
| *Receiving pension/benefits |
1,578 |
(24%) |
| Top issue for customers receiving pension/benefits |
Credit |
(31% of issues raised**) |
| *ATSI customers |
79 |
(1%) |
| Top issue for ATSI customers |
Credit |
(59% of issues raised**) |
| *CALD customers |
453 |
(7%) |
| Top issue for CALD customers |
Billing |
(36% of issues raised**) |
*EWON does not routinely collect demographic information unless it is volunteered by a customer.
** Represents the percentage of all issues raised for this group of customers. Note a customer can raise more than one issue in their complaint.
Complaints per New South Wales region
| Region |
No. complaints |
Top three issues |
| Central West |
143 |
Billing
29% |
Credit
22% |
Customer service
18% |
| Far West |
10 |
Billing
29% |
Customer service
24% |
Credit
14% |
| Hunter |
727 |
Credit
28% |
Billing
25% |
Customer service
19% |
| Illawarra |
424 |
Billing
28% |
Credit
21% |
Customer service
18% |
| Mid North Coast |
175 |
Billing
25% |
Customer service
18% |
Transfer
17% |
| Murray |
95 |
Billing
32% |
Customer service
25% |
Credit
17% |
| Murrumbidgee |
82 |
Billing
24% |
Transfer
23% |
Credit
17% |
| North West |
65 |
Credit
33% |
Billing
29% |
Transfer
14% |
| Northern |
98 |
Billing
22% |
Transfer
21% |
Credit
18% |
| Richmond-Tweed |
140 |
Billing
34% |
Customer service
16% |
Transfer
16% |
| South Eastern |
196 |
Billing
25% |
Credit
23% |
Transfer
18% |
| Sydney Inner |
1,629 |
Billing
36% |
Customer service
20% |
Credit
15% |
| Sydney Outer |
2,123 |
Billing
30% |
Credit
22% |
Customer service
19% |
| Sydney Surrounds |
540 |
Billing
27% |
Credit
22% |
Customer service
21% |
| Other |
138 |
Billing
41% |
Customer service 22% |
Transfer
14% |
Complaints by industry and level
| Industry |
No. complaints |
Complaint enquiry |
Refer to Higher Level |
Investigation |
Determination |
| Electricity |
4,839 |
1,917 |
1,076 |
1,845 |
1 |
| Gas |
946 |
336 |
258 |
352 |
-- |
| Water |
590 |
335 |
103 |
152 |
-- |
| Dual fuel |
160 |
49 |
46 |
65 |
-- |
Non-energy/
non-water |
50 |
50 |
-- |
-- |
-- |
All issues raised by customers
| Breakdown of all issues raised by customers |
| Billing |
30% |
| Credit |
20% |
| Customer service |
19% |
| Transfer |
16% |
| Marketing |
5% |
| Supply |
3% |
| Land |
3% |
| Provision |
2% |
| General |
2% |
Snapshot of issues raised by customers
| Customer issue |
No. complaints |
| Billing issues
|
| High bill or disputed account |
1,191 |
| Backbilling |
244 |
| Delay in billing or bill not received |
215 |
| Estimated account |
183 |
| Error with a rebate or concession |
76 |
| Common hot water system |
45 |
| Disconnection and credit issues |
| Arrears or utility debt |
1,062 |
| Facing disconnection for nonpayment |
610 |
| Disconnected due to nonpayment |
408 |
| Denied an extension or instalment plan |
247 |
| Debt collection or credit listing |
246 |
| Marketing issues
|
| Misled by marketers |
325 |
| Pressured into a signing or agreeing to a contract |
115 |
| Nonaccount holder was approached for consent |
80 |
| Transfer issues |
Problems with the contract terms
(variation in price, termination fees) |
538 |
| Delayed billing or problems with the new billing system |
348 |
| Did not consent to the transfer |
336 |
| Site ownership or disconnected in error due to transfer |
276 |
| Transferred in error |
188 |
| Delay in the transfer |
179 |
| Not informed about coolingoff rights |
112 |
| Transfer request rejected by retailer |
27 |
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: poor attitude, failure to respond, incorrect advice
- Marketing: conduct by marketers, misleading information, pressure or coercion, nonaccount holder signed up
- Provision: problems with new or existing connections
- Supply: quality, damage/loss, outages
- Transfer: error in billing or transfer of account due to switching retailers, contract terms, delay in transfer, site ownership
- Land: impact of network assets, maintenance, environment
- General: non energy/water related, contractors
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