Complaint activity

Complaints received this quarter increased to 4,087, compared to 3,800 in the last quarter.

Electricity: Total electricity complaints were 3,164 increasing 13.2% compared to the previous quarter’s 2,796. The 2,853 electricity retail complaints we received during the period represent a 12.5% increase on last quarter’s 2,536 complaints. Network complaints increased by 31.1%, with 253 complaints compared to 193 in the previous quarter.

Gas: At 697, overall gas complaints were 11.8% lower compared to 790 complaints received in the previous quarter. The number of gas retail complaints received during the quarter (657) decreased by 7.3% compared with the previous quarter (709). The number of gas network complaints (23) decreased by 36 from the last quarter.

Water: We received 195 water complaints this quarter, 12 more than last quarter.

Graph - complaints opened Jul-Sep 2021 compared to previous quarter

Table 1 provides detailed information about the number of complaints received from July to September 2021 compared to the previous four quarters. 

Table 1 – Complaints opened July to September 2021, including the previous four quarters