EWON Insights Report: Oct to Dec 2019
In the Oct to Dec 2019 EWON Insights we provide a detailed analysis of our cases and also focus on complaints received through our community outreach program.
In the quarter we received 5,127 complaints, down 8.5% from last quarter. This was also a significant (25%) decrease in compaints compared with the same period last year.
The decrease occurred during a continued period of price stability in the energy market where network prices fell, and retail prices remained relatively steady. Energy retailers’ customer service standards continued to improve. Complaints associated with poor customer service declined by almost 40%. Those related to ‘failure to respond’ to customers, declined by 57%; a contributing factor being our work with retailers to improve their refer to higher level complaints management.