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EWON Insights Jul-Sep 2024
- Complaints Jul - Sep 2024
Complaints Jul - Sep 2024
Complaints this quarter
Complaint volumes have remained high this quarter, with EWON receiving 9,280 complaints. This is 32% higher than the July to September 2023 quarter, and an increase of 32.8% compared to the quarter before.
Complaints received July-September 2023 to July-September 2024
Complaints by Industry
Complaints received by industry, July to September 2024
|
Case subject |
Provider type |
Jul – Sep 24 |
|
|---|---|---|---|
|
Electricity |
Exempt retailer |
50 |
|
|
Electricity |
Network |
271 |
|
|
Electricity |
Retailer |
7,220 |
|
|
Electricity |
Not allocated |
72 |
|
|
Electricity total |
|
7,613 |
|
|
Gas |
Exempt retailer |
0 |
|
|
Gas |
Network |
63 |
|
|
Gas |
Retailer |
1,284 |
|
|
Gas |
Not allocated |
17 |
|
|
Gas total |
|
1,364 |
|
|
Water |
Network |
73 |
|
|
Water |
Retailer |
154 |
|
|
Water |
Not allocated |
43 |
|
|
Water total |
|
270 |
|
|
Non-energy/ non-water total |
|
33 |
|
|
Grand total |
9,280 |
||
Customer complaint issues
We experienced a 32.8% increase in complaints compared to last quarter. High bill disputes made up 37.3 % of all complaints, indicating that the higher cost of living is still impacting on households in New South Wales. The 3,407 high bill complaints we received represented a 39.6% increase on the previous quarter and a 58.4% increase on the equivalent quarter last year. Although high bills made up the bulk of the increase in complaints this quarter, complaints are up on all complaint categories with rebate error complaints up 12.0%, estimated meter read complaints up 32.3% and rebate information complaints up 64.2%, all when compared to last quarter.
Top 10 core issues closed July to September 2024, including the previous four quarters
|
Primary issues |
Secondary > tertiary issues |
Jul – |
Apr – |
Jan – |
Oct – |
Jul – |
|---|---|---|---|---|---|---|
|
Billing |
High > disputed |
3,407 |
2,440 (34.40%) |
2,486 (37.62%) |
2,946 (40.96%) |
2,151 (31.84%) |
|
Billing |
Estimation > meter access / not read |
356 (3.90%) |
269 (3.79%) |
284 (4.30%) |
283 (3.93%) |
329 (4.87%) |
|
Billing |
Rebate / concession > error |
288 (3.16%) |
257 (3.62%) |
178 (2.69%) |
192 (2.67%) |
170 (2.52%) |
|
Billing |
Information |
254 (2.78%) |
192 (2.71%) |
275 (4.16%) |
160 (2.22%) |
33 |
|
Billing |
Error > payment |
250 (2.74%) |
176 (2.48%) |
154 (2.33%) |
168 (2.34%) |
156 (2.31%) |
|
General |
Energy / water |
228 (2.50%) |
209 (2.95%) |
162 (2.45%) |
97 |
116 (1.72%) |
|
Billing |
Refund or credit > delay / error / form |
200 (2.19%) |
202 (2.85%) |
139 (2.10%) |
194 (2.70%) |
142 (2.10%) |
|
Billing |
Backbill |
199 (2.18%) |
174 (2.45%) |
158 (2.39%) |
177 (2.46%) |
159 (2.35%) |
|
Billing |
Account closing > error |
181 (1.98%) |
151 (2.13%) |
140 (2.12%) |
159 (2.21%) |
174 (2.58%) |
|
Billing |
Rebate / concession > information |
179 (1.96%) |
109 (1.54%) |
76 |
70 |
80 |
*Billing > Information is a renamed issue from Billing > Other
Water complaints
Water core issues, July to September 2024
We received 270 water complaints this quarter, an 8% increase compared to the prior quarter. 22.2% of all water complaints were about high bills, further indicating the impact of the high cost of living on customers, but also that water bills have not risen nearly as much as energy bills.
|
Complaint issues |
Number |
|---|---|
|
Billing > high > disputed |
60 |
|
General > energy / water |
46 |
|
Land > property damage / restoration |
17 |
|
Provision > existing connection > defect / fault |
8 |
|
Supply > off supply (planned) > duration |
5 |
Embedded network complaints
This quarter EWON opened 272 complaints from embedded network customers.
Embedded network complaints by service provider, July to September 2024
|
Service provider |
Complaints by embedded network customers |
|---|---|
|
Electricity > network > exempt |
6 |
|
Electricity > retail > authorised |
181 |
|
Electricity > retail > exempt |
47 |
|
Electricity > not allocated |
1 |
|
Gas > retail > authorised |
36 |
|
Water > not allocated |
1 |
|
Total |
272 |
Embedded network core issues, July to September 2024
EWON closed 277 complaints from customers whose electricity or gas (including hot water) is supplied through an embedded network.
Top five embedded network core issues closed, July to September 2024
|
Core complaint issues |
Complaints |
|---|---|
|
Billing > high > disputed |
95 |
|
Billing > rebate / concession > error |
15 |
|
Billing > delay |
13 |
|
Billing > estimation > meter access / not read |
9 |
|
Billing > error > payment |
8 |
Consumer Energy Resources complaints
This quarter 843 complaints that we received from customers using consumer energy resources (CER). This is 11% of EWON’s overall complaints about electricity for the quarter.
Complaints involving behind the meter products by service provider, July to September 2024
|
Service provider |
Complaints opened involving behind the meter products |
|---|---|
|
Electricity > network > authorised |
18 |
|
Electricity > not allocated |
36 |
|
Electricity > retail > authorised |
789 |
|
Total |
843 |
Top five core issues for closed complaints involving consumer energy resources, July to September 2024
|
EWON core complaint issue (closed cases) |
Total |
|---|---|
|
Billing > high > disputed |
355 |
|
Billing > tariff > feed-in |
82 |
|
Digital meter exchange > delay |
43 |
|
Digital meter exchange > fault > solar connection |
39 |
|
Consumer energy resource > system performance > fault(*) |
19 |
|
Billing > contract terms > variation in price / terms |
19 |
(*) New issue introduced 1 July 2024
