Complaints Apr-Jun 2024

Complaints this quarter

Complaint volumes have remained high this quarter, with EWON receiving 6,989 complaints. This is 57.3% higher than the April to June 2023 quarter, and an increase of 2.1% compared to the quarter before.

Complaints received, April-June 2023 to April-June 2024

Complaint data April-June 2023 to April-June 2024 showing a 57.3% increase

Complaints by industry

Complaints by industry showing increases across all industries compared to same quarter in the previous year

Complaints received by industry, April to June 2024

Case subject	Provider type	Apr-Jun 24
Electricity	Exempt retailer	33
Electricity	Network	186
Electricity	Retailer	5,395
Electricity	Not allocated	51
Electricity total		5,665
Gas	Exempt retailer	0
Gas	Network	56
Gas	Retailer	974
Gas	Not allocated	9
Gas total		1,039
Water	Network	78
Water	Retailer	128
Water	Not allocated	44
Water total		250
Non-energy/non-water total		35
Grand total		6,989

Customer complaint issues

High bills were the largest driver of complaints to EWON with 2,440 customers reporting this as the core issue of their complaint. This was a 1.8% decrease compared to last quarter, but a 79.8% increase on the same period in the previous year.

Customers raised concerns about concessions and rebates (257) with an increase of 44.4% of customers reporting this as the core issue of their complaint compared to the last quarter, indicating that customers are checking what assistance they may be eligible for. There was a 50.7% increase in customers reporting issues with opening accounts, possibly linked to more people looking for better or cheaper energy prices.

The pattern of higher complaint numbers has continued for well over 12 months, which signals that these increases are due to energy prices and the cost of living being a major concern for customers. We anticipate the higher complaint numbers to remain for the foreseeable future. We will continue to monitor these issues and provide customers with appropriate referrals to assist them with these concerns.

Top 10 core issues received, April to June 2024, including the previous four quarters

Primary issue	Secondary > tertiary issues	Apr – Jun 24	Jan – Mar 24	Oct – Dec 23	Jul – Sep 23	Apr – Jun 23
Billing	High > disputed	2,440 (34.4%)	2,484 (37.6%)	2,940 (40.9%)	2,365 (35.0%)	1,357 (30.9%)
Billing	Estimation > meter access / not read	268 (3.8%)	282 (4.3%)	281 (3.9%)	229 (3.4%)	129 (2.9%)
Billing	Rebate / concession > error	257 (3.6%)	178 (2.7%)	192 (2.7%)	160 (2.4%)	74 (1.7%)
General	Energy / water	209 (3.0%)	162 (2.5%)	97 (1.3%)	116 (1.7%	110 (2.5%)
Billing	Refund or credit > delay/error/form	202 (2.9%)	138 (2.1%)	194 (2.7%)	135 (2.0%)	104 (2.4%)
Billing	Information	192 (2.7%)	326 (4.9%)	210 (2.9%)	73 (1.1%)	47 (1.1%)
Billing	Error > payment	176 (2.5%)	154 (2.3%)	163 (2.3%)	138 (2.0%)	74 (1.7%)
Billing	Backbill	174 (2.5%)	154 (2.3%)	172 (2.4%)	151 (2.2%)	104 (2.4%)
Billing	Account closing > error	151 (2.1%)	141 (2.1%)	160 (2.2%)	173 (2.6%)	82 (1.9%)
Billing	Account opening > error	113 (1.6%)	75 (1.1%)	83 (1.2%)	111 (1.6%)	68 (1.6%)

Water complaints

Water core issues, April to June 2024

EWON has recently engaged in IPART’s review of both Sydney Water’s and Water NSW’s operating licences. We were pleased that IPART accepted our recommendations for Sydney Water’s membership of an external dispute resolution scheme. Namely that any such scheme be free, independent and be consistent with the Commonwealth Benchmarks for Industry-based Customer Dispute Resolution.

Even though we only received 250 water complaints this quarter, only 3.6% of the total, it is nevertheless a 28.9% increase compared to the same quarter last year.

Complaint issues	Number
General > energy / water	50
Billing > high > disputed	47
Supply > sewer overflow / blockage	14
Land > property damage / restoration	12
Billing > error > payment	11

Embedded network complaints

This quarter EWON opened 183 complaints from embedded network customers.

Embedded network complaints by service provider, April to June 2024

Service provider	Number
Electricity > network > exempt	3
Electricity > retail > authorised	127
Electricity > retail > exempt	33
Gas > retail > authorised	19
Water > not allocated	1
Total	183

Embedded network core issues, April to June 2024

Complaint issues	Number
Billing > high > disputed	68
Billing > delay	8
Billing > information	8
Billing > backbill	7
Billing > contract terms > price increases	6

Consumer energy resources complaints

This quarter 729 complaints were received involving behind-the-meter technologies. This is 10.4% of EWON’s overall electricity complaints for the quarter, a 6.7% increase from the previous quarter. We anticipate these complaints will continue to increase as we see increased customer engagement with consumer energy resources.

Consumer energy resources by service provider, April to June 2024

Service provider	Number
Electricity > network > authorised	6
Electricity > not allocated	27
Electricity > retail > authorised	696
Gas > retail > exempt*	0
Total	729

* Consumer energy resources within embedded networks or exempt sellers offering solar powered purchase arrangements (SPPA)

Consumer energy resources core issues, April to June 2024

All complaint issues	Number
Billing > high > disputed	279
Billing > tariff > feed-in	58
Digital meter exchange > fault > solar connection	57
Digital meter exchange > delay	57
General > energy / water	25