Read a summary of complaints received during the October to December 2020 quarter. Note our case data varies in accordance with case progression and figures in this newsletter reflect case status as at 22 March 2021.

Complaint summary

In the October to December 2020 quarter we received 4,092 complaints from energy and water customers. Of these, 844 were investigated and the remaining 3,248 were classified as enquiries, complaints and referrals.

Summary of complaints receivecd Oct-Dec 2020

Complaints by quarter

Complaints decreased by 6.4% in Oct-Dec 2020 compared with the previous quarter. 

Complaints received from Oct-Dec 2019 to Oct-Dec 2020

Key issues

Billing was the major complaint issue, accounting for 70% of all complaints, followed by customer service and credit.

Key complaint issues during Jan-March 2021

Complaints by industry

The majority of complaints concerned electricity accounts (3,184) followed by gas (723) and water (159).

Electricity, gas and water complaints received in Jan-Mar 2021