Complaint update

Cases received January - March 2022

In the January to March quarter we received 3,323 complaints from energy and water customers, a decrease from the 3,740 received in the previous quarter. We investigated 596 of these complaints and classified the remaining 2,727 as enquiries, complaints, or referrals.

Complaints by quarter

The number of complaints this quarter was 11% lower than in the preceding October to December 2021 quarter.

Key issues

As in the previous quarter, billing accounted for the bulk (50%) of all complaints, followed by customer service (22%) and credit (12%).

Complaints by industry

Most complaints related to electricity accounts (75%) followed by gas (20%) and water (5%). This quarter EWON also received 19 complaints that were not related to energy or water.