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EWON Insights Report: 1 Jul - 30 Sep 2019

EWON Insights provides a detailed analysis of complaints received in the last quarter. In the Jul-Sep 2019 quarter we received 5,606 complaints, up marginally from the 5,551 complaints received in the previous quarter and down 22% when compared to the same period last year.

This level of complaints occurred during a period of price stability where we saw improved customer service, due in part to increased Refer to a Higher Level (RHL) effectiveness with energy retailers. Digital meter installation delay complaints decreased but other issues emerged, and water complaints slightly increased from 232 to 214.

Themes of this report:

  • Charging incorrect tariffs
  • Problems with meter installations
  • Challenges experienced by customers from Culturally and Linguistically Diverse (CALD) backgrounds.

Download the full report (730KB PDF)