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Biggest year so far

A record 38,533 cases, up 52%.
A record 36,171 complaints, up 58%.

From which customers?

80% metropolitan Melbourne;
20% regional/rural areas.

46% male; 54% female.
94% residential; 6% business.

How did they contact us?

92% phoned us.
6% used email or our website.
2% wrote or faxed.

How did they know about us?

51% already knew about EWOV.
16% found out about us from their energy or water company.
2% found out about us through their financial counsellor or a community organisation.

What was achieved for customers?

We finalised 7,263 complaint investigations. 6,610 (91%) were conciliated, with redress to customers that included:
  • 211 written apologies (in addition to verbal apologies);
  • $1,556,312 in billing adjustments;
  • $474,619 in recognition of customer service issues;
  • $168,727 in debt reductions or waivers;
  • $78,044 in waived fees;
  • $9,794 in GSL payments;
  • 1,884 payment plans negotiated.
What were the issues?

Billing continued to be the most common issue—at 45% of all issues raised. In energy, high bills, delays and billing errors topped the list of sub-issues. In water, it was high bills, general billing issues and application of fees & charges.

17% of issues were about customer service. Every customer with an investigated complaint has been unable to resolve that matter directly with the company—this suggests poor customer service. Most are more concerned about their original issue than the customer service issue. However, we record a customer service issue, as well as the original issue, where the customer hasn’t received a response from the company, or has made repeated attempts to resolve the issue, or where the company didn't follow through on undertakings.

14% of issues were about transfer (switching from one retailer to another)—most commonly about contract terms and transfer without consent.

Credit made up 12% of all issues—credit issues are related to customers’ capacity to pay their bills and stay on supply. 40% were about payment difficulties. 31% were about credit-related disconnection and restriction. Cases about actual disconnection of electricity and gas are on the rise.

More information

» Link to the full EWOV 2009 Annual Report [PDF 1.3 MB]

» Link to a Summary of EWOV 2009 Annual Report.




Return to the Message from the Ombudsman.
 


Record
complaints
and a need
for a greater
focus on
customer service
issues

 

 
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