Complaints this quarter

The significant increase in complaints seen last quarter has continued, with EWON receiving 7,228 complaints. This is an increase of 2.8% compared to the quarter before and 61.7% higher than the October to December 2022 quarter. These increases are more significant as our office closed for the year on 22 December 2023.

Complaints by industry

Complaints received, October to December 2023

Case subject	Provider type	Oct - Dec 23
Electricity	Exempt retailer	35
Electricity	Network	186
Electricity	Retailer	5,627
Electricity	Not allocated	23
Electricity total		5,871
Gas	Exempt retailer	0
Gas	Network	44
Gas	Retailer	1,064
Gas	Not allocated	5
Gas total		1,113
Non-energy / non-water	Not allocated	23
Non-energy / non-water total		23
Water	Network	57
Water	Retailer	144
Water	Not allocated	20
Water total		221
Grand total		7,228

Customer complaint issues

High bills were the largest complaint driver for complaints reported to EWON. Complaints where customers reported this as their core issue were 24.3% higher than the previous quarter and 103.7% higher than the October to December 2022 quarter. Payment difficulties has also remained in the top 10, highlighting that energy prices and cost of living concerns remain a major concern for customers.

We also saw an increase in issues relating to estimated billing, with an increase of 50.9% on the previous quarter and a 187.7% increase in issues raising concerns about billing information. We will monitor these issues in the coming months.

The trend of increased complaints has now been ongoing for over 12 months, with the significant increases of the July to September 2023 quarter remaining. It is anticipated that higher complaint numbers will continue as the external drivers relating to higher prices and cost of living pressures remain present.

Top 10 core issues, complaints received, October to December 2023, including the previous four quarters

Core primary issue	Core secondary issue > tertiary issues	Oct - Dec 23	Jul - Sep 23	Apr - Jun 23	Jan - Mar 23	Oct - Dec 22
Billing	High > disputed	2,940 (40.9%)	2,365 (35.0%)	1,357 (30.9%)	1,290 (29.7%)	1,443 (31.4%)
Billing	Estimation > meter access / not read	281 (3.9%)	229 (3.4%)	129 (2.9%)	176 (4.1%)	209 (4.5%)
Billing	Information	210 (2.9%)	73 (1.1%)	47 (1.1%)	75 (1.7%)	66 (1.4%)
Billing	Refund or credit > delay/error/form	194 (2.7%)	135 (2.0%)	104 (2.4%)	93 (2.1%)	90 (2.0%)
Billing	Rebate / concession > error	192 (2.7%)	160 (2.4%)	74 (1.7%)	88 (2.0%)	72 (1.6%)
Billing	Backbill	172 (2.4%)	151 (2.2%)	104 (2.4%)	108 (2.5%)	112 (3.1%)
Billing	Error > payment	163 (2.3%)	138 (2.0%)	74 (1.7%)	66 (1.5%)	76 (1.7%)
Billing	Account closing > error	160 (2.2%)	173 (2.6%)	82 (1.9%)	108 (2.5%)	103 (2.2%)
Billing	Delay	137 (1.9%)	149 (2.2%)	121 (2.8%)	89 (2.0%)	77 (1.7%)
Credit	Payment difficulties > current / arrears	133 (1.8%)	131 (1.9%)	109 (2.5%)	97 (2.2%)	98 (2.1%)

*Billing > Information is a renamed issue from Billing > Other

Water complaints

Water issues, October to December 2023

All complaint issues	Complaints
Billing > high > disputed	67
General > energy / water	22
Customer service > failure to respond	21
Customer service > poor service	19
Land > network / transmission assets > maintenance	13

Embedded network complaints

This quarter EWON opened 121 complaints from embedded network customers.

Embedded network complaints by service provider, October to December 2023

Service provider	Complaints by embedded network customers
Electricity > network > exempt	5
Electricity > retail > authorised	69
Electricity > retail > exempt	34
Electricity > not allocated	1
Gas > retail > authorised	12
Total	121

Top 5 core embedded network issues, October to December 2023

All core complaint issues	Complaints
Billing > high > disputed	33
Billing > Backbill	9
Billing > Account closing > error	8
Billing > Format	7
Credit > Disconnection / Restriction > Complete	7

Consumer energy resources complaints

This quarter 673 complaints received were related to behind the meter technologies. This is 11.5% of our overall complaints about electricity for the quarter. It is likely that this will continue to increase in the transition towards net zero and the continued roll out of smart meters.

Consumer energy resources by service provider, October to December 2023

Service provider	Complaints opened involving behind the meter products
Electricity > network > authorised	14
Electricity > not allocated	12
Electricity > retail > authorised	647
Electricity > retail > exempt *	0
Total	673

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

Consumer energy resources core issues, October to December 2023