Complaint update

Cases received October - December 2021

In the October to December quarter we received 3,740 complaints from energy and water customers, a decrease from the 4,087 received in the previous quarter. We investigated 635 of these complaints and of the remaining 3,105 classified 78 as enquiries, 1,396 as complaints and 1,624 as referrals.  

Complaints by quarter

The number of complaints this quarter was 9% lower than that in the preceding July to September 2021 quarter.

Key issues

As in the previous quarter, billing accounted for the bulk (65%) of all complaints, followed by customer service (30%) and credit (6%).

Complaints by industry

Most complaints related to electricity accounts (79%) followed by gas (16%) and water (5%). This quarter EWON also received seven complaints that were not related to energy or water.