Read a summary of complaints received during the July to September 2020 quarter. Note our case data varies in accordance with case progression and figures in this newsletter reflect case status as at 18 November 2020.

Cases received

In the July to September 2020 quarter we received 4,372 complaints from energy and water customers. Of these, 720 were investigated and the remaining 3,652 were classified as enquiries, complaints and referrals.

summary of complaints received

Complaints by quarter

We saw an overall 16.7% increase in complaints this quarter compared with the Apr to Jun 2020 quarter.

Graph showing complaints by quarter


Key issues

Graph showing key complaint issues

Complaints by industry

The majority of complaints concerned electricity accounts (3,452) followed by gas (740) and water (156).

Graph showing complaints by industry