Welcome to our 2020/2021 Annual Report. The theme of the report is Listen, Engage, Act, a sentiment derived from the idea that this year, more than ever, consumers and stakeholders needed to be heard. As we faced new COVID-related challenges, we connected with vulnerable communities both personally and virtually, delivered fair complaint outcomes and informed policy change by delivering reports and submissions backed by our data insights.
We received 16,064 complaints, down 17% from last year. The decrease in complaints is partly due to the Australian Energy Regulator’s Statement of Expectations which protected energy consumers from disconnection, debt collection and credit listing during the pandemic. View more statistics in our interactive dashboard below.