2017 Annual Report

October 2017

Download the full report and explore and interact with the data below. Click an area in Victoria to view the data by location, or view 5 years of case trends compared by industry. 

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Energy and Water Ombudsman (Victoria) (EWOV) is an independent external dispute resolution scheme. Our services are free to customers.

We resolve complaints fairly and impartially. We don't take sides.

We assess complaints on a case-by-case basis, and consider relevant industry codes, good industry practice and the law, to reach fair and reasonable outcomes. 

 

In 2016-17, EWOV received 32,002 cases, down 11% from 2015-16.

This fall was largely due to better complaint handling by energy and water companies.

15% of cases required EWOV's Investigation.

These were usually the more complex complaints.  

 

59% of cases were about electricity, down from 63% in 2015-16.

33% were gas cases, up from 30%.

Water cases remained at 7%. 

 

The top 5 complaints overall were energy disconnection, high bill, debt collection, provision of supply at an existing connection and billing error.

Residential customers lodged 92% of cases.

The highest rates of residential cases were in South Gippsland Shire, Bass Coast Shire, Murrindindi Shire, and Benalla and Mansfield Shire. 

 

EWOV registered 12,863 billing cases, down 12%.

High bill was the top billing complaint across electricity, gas and water.

The highest rates of residential high bill cases were in Alpine Shire and South Gippsland Shire.

 

EWOV registered 8,245 credit cases, down 25%.

In electricity and water, debt collection was the top credit issue. In gas, it was disconnection.

We helped negotiate 1,327 payment plans.

The highest rates of residential energy disconnection/water restriction cases were in Wodonga Council, Latrobe Council and Wangaratta Council.

The highest rates of residential debt collection cases were in Melton Shire, Ararat Council and Loddon Shire.

 

Across the other issues EWOV dealt with:

Provision cases were up 23%

Land cases were up 15%

Supply cases were up 11%

Marketing cases were up 8%

Customer service cases were down 13%

Transfer cases were down 8%. 

 

Visit ewov.com.au/2017 for the full report and more in-depth data.

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2016-217 Snapshot

In 2016-2017, EWOV received:

  • 32,002 cases, down 11% from 2015-2016
     
  • 1,538 enquiries, down 8% from 2015-2016
     
  • 30,464 complaints, down 12% from 2015-2016

Cases received per council/shire

Overall cases

Council/Shire Cases per 1,000 population
Alpine  5.45
Ararat  6.39
Ballarat  5.97
Banyule  4.12
Bass Coast  7.44
Baw Baw  6.48
Bayside  4.62
Benalla & Mansfield 7.36
Boroondara  3.53
Brimbank  4.32
Buloke  3.70
Campaspe  4.32
Cardinia  5.44
Casey  3.97
Central Goldfields  5.63
Colac Otway  6.24
Corangamite  3.22
Darebin  6.01
East Gippsland  5.96
Frankston  5.97
Gannawarra 3.65
Glen Eira  4.41
Glenelg 4.00
Golden Plains  2.52
Greater Bendigo  5.24
Greater Dandenong  4.01
Greater Geelong 4.70
Greater Shepparton  5.31
Hepburn 5.42
Hindmarsh  4.78
Hobsons Bay 4.50
Horsham 4.22
Hume 5.40
Indigo  4.61
Kingston 3.81
Knox 3.97
Latrobe 6.76
Loddon 6.11
Macedon Ranges 4.22
Manningham 3.65
Maribyrnong 5.62
Maroondah 4.23
Melbourne 4.68
Melton 6.03
Mildura 2.90
Mitchell 6.09
Moira 5.15
Monash  3.32
Moonee Valley 5.33
Moorabool 5.80
Moreland  4.72
Mornington Peninsula  5.65
Mount Alexander 4.32
Moyne 4.25
Murrindindi  7.38
Nillumbik  4.55
Northern Grampians  4.99
Port Phillip 4.94
Pyrenees  4.16
Queenscliffe  2.31
South Gippsland  7.56
Southern Grampians  3.17
Stonnington 4.40
Strathbogie  5.81
Surf Coast  3.35
Swan Hill 3.30
Towong 7.07
Wangaratta 6.71
Warrnambool 4.16
Wellington 4.84
West Wimmera 4.39
Whitehorse 3.41
Whittlesea 4.56
Wodonga 5.82
Wyndham 4.48
Yarra 4.29
Yarra Ranges 5.60
Yarriambiack 2.76

Energy disconnection/water restriction cases

Council/Shire Cases per 1,000 population
Alpine  0.50
Ararat 0.45
Ballarat  0.95
Banyule 0.53
Bass Coast  0.62
Baw Baw 1.21
Bayside  0.39
Benalla & Mansfield 0.89
Boroondara  0.30
Brimbank  0.54
Buloke  0.25
Campaspe  0.43
Cardinia  0.46
Casey  0.41
Central Goldfields  0.87
Colac Otway  0.71
Corangamite  0.28
Darebin  0.69
East Gippsland  0.75
Frankston 0.89
Gannawarra  0.59
Glen Eira 0.34
Glenelg 0.46
Golden Plains 0.24
Greater Bendigo  0.74
Greater Dandenong  0.44
Greater Geelong  0.61
Greater Shepparton  1.00
Hepburn 0.74
Hindmarsh  0.89
Hobsons Bay  0.53
Horsham 0.46
Hume 0.62
Indigo 0.32
Kingston  0.34
Knox 0.47
Latrobe 1.33
Loddon 0.48
Macedon Ranges 0.44
Manningham  0.34
Maribyrnong  0.44
Maroondah  0.43
Melbourne  0.39
Melton  0.65
Mildura  0.58
Mitchell  0.69
Moira  0.95
Monash  0.23
Moonee Valley  0.53
Moorabool  0.87
Moreland  0.46
Mornington Peninsula  0.59
Mount Alexander  0.61
Moyne  0.40
Murrindindi  0.80
Nillumbik  0.21
Northern Grampians  0.34
Port Phillip  0.56
Pyrenees  0.43
Queenscliffe  0.00
South Gippsland  0.39
Southern Grampians  0.79
Stonnington  0.25
Strathbogie  0.61
Surf Coast  0.07
Swan Hill 0.44
Towong  0.52
Wangaratta  1.29
Warrnambool  0.91
Wellington  0.53
West Wimmera  0.00
Whitehorse  0.25
Whittlesea  0.59
Wodonga  1.36
Wyndham  0.59
Yarra  0.55
Yarra Ranges  0.51
Yarriambiack  0.29

Collection cases

Council/Shire Cases per 1,000 population
Alpine  0.50
Ararat  0.89
Ballarat  0.48
Banyule  0.31
Bass Coast  0.71
Baw Baw  0.66
Bayside  0.41
Benalla & Mansfield 0.62
Boroondara  0.24
Brimbank  0.51
Buloke  0.66
Campaspe  0.76
Cardinia  0.77
Casey  0.55
Central Goldfields  0.48
Colac Otway  0.29
Corangamite  0.22
Darebin  0.55
East Gippsland  0.46
Frankston  0.63
Gannawarra  0.49
Glen Eira  0.52
Glenelg  0.21
Golden Plains  0.00
Greater Bendigo  0.60
Greater Dandenong  0.65
Greater Geelong  0.55
Greater Shepparton  0.62
Hepburn  0.20
Hindmarsh  0.18
Hobsons Bay  0.43
Horsham  0.20
Hume  0.58
Indigo  0.32
Kingston  0.45
Knox  0.27
Latrobe  0.69
Loddon  0.88
Macedon Ranges  0.23
Manningham  0.27
Maribyrnong  0.61
Maroondah  0.43
Melbourne  0.56
Melton  0.94
Mildura  0.38
Mitchell  0.49
Moira  0.76
Monash  0.31
Moonee Valley  0.40
Moorabool  0.24
Moreland  0.53
Mornington Peninsula  0.42
Mount Alexander  0.36
Moyne  0.18
Murrindindi  0.59
Nillumbik  0.49
Northern Grampians  0.55
Port Phillip  0.68
Pyrenees  0.36
Queenscliffe  0.17
South Gippsland  0.56
Southern Grampians  0.19
Stonnington  0.56
Strathbogie  0.10
Surf Coast  0.37
Swan Hill  0.24
Towong  0.00
Wangaratta  0.37
Warrnambool  0.27
Wellington  0.25
West Wimmera  0.25
Whitehorse  0.24
Whittlesea  0.54
Wodonga  0.42
Wyndham  0.60
Yarra  0.41
Yarra Ranges  0.28
Yarriambiack  0.07

High bill cases

Council/Shire Cases per 1,000 population
Alpine  1.04
Ararat  0.27
Ballarat  0.43
Banyule  0.28
Bass Coast  0.66
Baw Baw  0.65
Bayside  0.49
Benalla & Mansfield 0.62
Boroondara  0.30
Brimbank  0.55
Buloke  0.16
Campaspe  0.37
Cardinia  0.42
Casey  0.44
Central Goldfields  0.32
Colac Otway  0.54
Corangamite  0.06
Darebin  0.59
East Gippsland  0.61
Frankston  0.57
Gannawarra  0.30
Glen Eira  0.44
Glenelg  0.57
Golden Plains  0.15
Greater Bendigo  0.48
Greater Dandenong  0.62
Greater Geelong  0.38
Greater Shepparton  0.18
Hepburn  0.71
Hindmarsh  0.00
Hobsons Bay  0.54
Horsham 0.41
Hume  0.76
Indigo  0.71
Kingston  0.33
Knox  0.41
Latrobe  0.51
Loddon  0.95
Macedon Ranges  0.57
Manningham  0.43
Maribyrnong  0.79
Maroondah  0.31
Melbourne  0.62
Melton  0.61
Mildura 0.26
Mitchell  0.87
Moira  0.45
Monash  0.28
Moonee Valley  0.58
Moorabool  0.71
Moreland  0.46
Mornington Peninsula  0.54
Mount Alexander  0.47
Moyne  0.70
Murrindindi  0.92
Nillumbik  0.47
Northern Grampians  0.60
Port Phillip  0.53
Pyrenees 0.14
Queenscliffe  0.33
South Gippsland  1.00
Southern Grampians  0.53
Stonnington  0.55
Strathbogie  0.31
Surf Coast  0.18
Swan Hill  0.19
Towong  0.86
Wangaratta  0.85
Warrnambool  0.33
Wellington  0.71
West Wimmera  0.25
Whitehorse  0.35
Whittlesea  0.52
Wodonga  0.50
Wyndham  0.44
Yarra  0.50
Yarra Ranges  0.56
Yarriambiack  0.15

Top 5 issues, by council/shire

Council/Shire Top 5 issues Rank
Alpine  Billing > High 1
Alpine  Billing > Backbill 2
Alpine  Billing > Error 3
Alpine  Billing > Tariff 4
Alpine  Credit > Collection 5
     
Ararat  Credit > Collection 1
Ararat  Billing > Error 2
Ararat  Credit > Payment Difficulties 3
Ararat  Credit > Disconnection / Restriction 4
Ararat  Transfer > Delay 5
     
Ballarat  Credit > Disconnection / Restriction 1
Ballarat  Billing > Error 2
Ballarat  Credit > Payment Difficulties 3
Ballarat  Billing > Backbill 4
Ballarat  Credit > Collection 5
     
Banyule  Credit > Disconnection / Restriction 1
Banyule  Provision > Existing Connection 2
Banyule  Billing > Error 3
Banyule  Credit > Collection 4
Banyule  Billing > High 5
     
Bass Coast  Billing > Backbill 1
Bass Coast  Credit > Collection 2
Bass Coast  Billing > High 3
Bass Coast  Credit > Disconnection / Restriction 4
Bass Coast  Billing > Tariff 5
     
Baw Baw  Credit > Disconnection / Restriction 1
Baw Baw  Credit > Collection 2
Baw Baw  Billing > High 3
Baw Baw  Credit > Payment Difficulties 4
Baw Baw  Billing > Error 5
     
Bayside  Billing > High 1
Bayside  Provision > Existing Connection 2
Bayside  Billing > Error 3
Bayside  Credit > Collection 4
Bayside  Credit > Disconnection / Restriction 5
     
Benalla & Mansfield Credit > Disconnection / Restriction 1
Benalla & Mansfield Credit > Collection 2
Benalla & Mansfield Billing > High 3
Benalla & Mansfield Billing > Error 4
Benalla & Mansfield Provision > Existing Connection 5
     
Boroondara  Provision > Existing Connection 1
Boroondara  Credit > Disconnection / Restriction 2
Boroondara  Billing > High 3
Boroondara  Credit > Collection 4
Boroondara  Billing > Estimation 5
     
Brimbank  Billing > High 1
Brimbank  Credit > Disconnection / Restriction 2
Brimbank  Credit > Collection 3
Brimbank  Credit > Payment Difficulties 4
Brimbank  Billing > Error 5
     
Buloke  Credit > Collection 1
Buloke  Billing > Refund 2
Buloke  Provision > Existing Connection 3
Buloke  Transfer > Site Ownership 4
Buloke  Billing > Concession / Rebate 5
     
Campaspe  Credit > Collection 1
Campaspe  Credit > Disconnection / Restriction 2
Campaspe  Billing > High 3
Campaspe  Credit > Payment Difficulties 4
Campaspe  Billing > Tariff 5
     
Cardinia  Credit > Collection 1
Cardinia  Credit > Payment Difficulties 2
Cardinia  Credit > Disconnection / Restriction 3
Cardinia  Billing > High 4
Cardinia  Billing > Backbill 5
     
Casey  Credit > Collection 1
Casey  Billing > High 2
Casey  Credit > Disconnection / Restriction 3
Casey  Provision > Existing Connection 4
Casey  Credit > Payment Difficulties 5
     
Central Goldfields  Credit > Disconnection / Restriction 1
Central Goldfields  Provision > Existing Connection 2
Central Goldfields  Credit > Payment Difficulties 3
Central Goldfields  Credit > Collection 4
Central Goldfields  Billing > Estimation 5
     
Colac Otway  Billing > Estimation 1
Colac Otway  Credit > Disconnection / Restriction 2
Colac Otway  Billing > Backbill 3
Colac Otway  Billing > High 4
Colac Otway  Provision > Existing Connection 5
     
Corangamite  Credit > Payment Difficulties 1
Corangamite  Billing > Estimation 2
Corangamite  Billing > Backbill 3
Corangamite  Credit > Disconnection / Restriction 4
Corangamite  Credit > Collection 5
     
Darebin  Credit > Disconnection / Restriction 1
Darebin  Billing > High 2
Darebin  Credit > Collection 3
Darebin  Billing > Error 4
Darebin  Provision > Existing Connection 5
     
East Gippsland  Credit > Disconnection / Restriction 1
East Gippsland  Billing > High 2
East Gippsland  Billing > Tariff 3
East Gippsland  Credit > Collection 4
East Gippsland  Billing > Backbill 5
     
Frankston  Credit > Disconnection / Restriction 1
Frankston  Credit > Collection 2
Frankston  Billing > High 3
Frankston  Credit > Payment Difficulties 4
Frankston  Provision > Existing Connection 5
     
Gannawarra  Credit > Disconnection / Restriction 1
Gannawarra  Credit > Collection 2
Gannawarra  Billing > Error 3
Gannawarra  Provision > Existing Connection 4
Gannawarra  Billing > High 5
     
Glen Eira  Credit > Collection 1
Glen Eira  Billing > High 2
Glen Eira  Credit > Disconnection / Restriction 3
Glen Eira  Billing > Error 4
Glen Eira  Provision > Existing Connection 5
     
Glenelg  Billing > High 1
Glenelg  Credit > Disconnection / Restriction 2
Glenelg  Provision > Existing Connection 3
Glenelg  Billing > Error 4
Glenelg  Billing > Fees and Charges 5
     
Golden Plains  Billing > Tariff 1
Golden Plains  Credit > Disconnection / Restriction 2
Golden Plains  Billing > Backbill 3
Golden Plains  Billing > Error 4
Golden Plains  Billing > Estimation 5
     
Greater Bendigo  Credit > Disconnection / Restriction 1
Greater Bendigo  Credit > Collection 2
Greater Bendigo  Billing > High 3
Greater Bendigo  Credit > Payment Difficulties 4
Greater Bendigo  Billing > Error 5
     
Greater Dandenong  Credit > Collection 1
Greater Dandenong  Billing > High 2
Greater Dandenong  Credit > Disconnection / Restriction 3
Greater Dandenong  Credit > Payment Difficulties 4
Greater Dandenong  Billing > Error 5
     
Greater Geelong  Credit > Disconnection / Restriction 1
Greater Geelong  Credit > Collection 2
Greater Geelong  Billing > High 3
Greater Geelong  Billing > Error 4
Greater Geelong  Credit > Payment Difficulties 5
     
Greater Shepparton  Credit > Disconnection / Restriction 1
Greater Shepparton  Credit > Collection 2
Greater Shepparton  Credit > Payment Difficulties 3
Greater Shepparton  Billing > Error 4
Greater Shepparton  Provision > Existing Connection 5
     
Hepburn  Credit > Disconnection / Restriction 1
Hepburn  Billing > High 2
Hepburn  Billing > Estimation 3
Hepburn  Billing > Backbill 4
Hepburn  Provision > Existing Connection 5
     
Hindmarsh  Billing > Tariff 1
Hindmarsh  Credit > Disconnection / Restriction 2
Hindmarsh  Credit > Payment Difficulties 3
Hindmarsh  Billing > Error 4
Hindmarsh  Billing > Backbill 5
     
Hobsons Bay  Billing > High 1
Hobsons Bay  Credit > Disconnection / Restriction 2
Hobsons Bay  Provision > Existing Connection 3
Hobsons Bay  Credit > Collection 4
Hobsons Bay  Billing > Error 5
     
Horsham  Billing > Error 1
Horsham  Credit > Disconnection / Restriction 2
Horsham Billing > High 3
Horsham  Billing > Tariff 4
Horsham  Transfer > Delay 5
     
Hume  Billing > High 1
Hume  Credit > Disconnection / Restriction 2
Hume  Credit > Collection 3
Hume  Credit > Payment Difficulties 4
Hume  Billing > Backbill 5
     
Indigo  Billing > High 1
Indigo  Provision > Existing Connection 2
Indigo  Billing > Error 3
Indigo  Credit > Collection 4
Indigo  Credit > Disconnection / Restriction 5
     
Kingston  Credit > Collection 1
Kingston  Credit > Disconnection / Restriction 2
Kingston  Billing > High 3
Kingston  Billing > Error 4
Kingston  Provision > Existing Connection 5
     
Knox  Credit > Disconnection / Restriction 1
Knox  Billing > High 2
Knox  Provision > Existing Connection 3
Knox  Billing > Backbill 4
Knox  Credit > Collection 5
     
Latrobe  Credit > Disconnection / Restriction 1
Latrobe  Credit > Collection 2
Latrobe  Credit > Payment Difficulties 3
Latrobe  Billing > Error 4
Latrobe  Billing > High 5
     
Loddon  Billing > High 1
Loddon  Credit > Collection 2
Loddon  Credit > Disconnection / Restriction 3
Loddon  Billing > Error 4
Loddon  Provision > Existing Connection 5
     
Macedon Ranges  Billing > High 1
Macedon Ranges  Credit > Disconnection / Restriction 2
Macedon Ranges  Provision > Existing Connection 3
Macedon Ranges  Billing > Backbill 4
Macedon Ranges  Billing > Error 5
     
Manningham  Billing > High 1
Manningham  Credit > Disconnection / Restriction 2
Manningham  Provision > Existing Connection 3
Manningham  Billing > Backbill 4
Manningham  Credit > Collection 5
     
Maribyrnong  Billing > High 1
Maribyrnong  Credit > Collection 2
Maribyrnong  Credit > Disconnection / Restriction 3
Maribyrnong  Provision > Existing Connection 4
Maribyrnong  Provision > New Connection 5
     
Maroondah  Credit > Disconnection / Restriction 1
Maroondah  Credit > Collection 2
Maroondah  Provision > Existing Connection 3
Maroondah  Billing > High 4
Maroondah  Billing > Error 5
     
Melbourne  Billing > High 1
Melbourne  Credit > Collection 2
Melbourne  Billing > Error 3
Melbourne  Credit > Disconnection / Restriction 4
Melbourne  Billing > Backbill 5
     
Melton  Credit > Collection 1
Melton  Credit > Disconnection / Restriction 2
Melton  Billing > High 3
Melton  Credit > Payment Difficulties 4
Melton  Billing > Error 5
     
Mildura  Credit > Disconnection / Restriction 1
Mildura  Credit > Collection 2
Mildura  Billing > High 3
Mildura  Billing > Tariff 4
Mildura  Credit > Payment Difficulties 5
     
Mitchell  Billing > High 1
Mitchell  Credit > Disconnection / Restriction 2
Mitchell  Credit > Payment Difficulties 3
Mitchell  Credit > Collection 4
Mitchell  Provision > Existing Connection 5
     
Moira Credit > Disconnection / Restriction 1
Moira  Credit > Collection 2
Moira  Provision > Existing Connection 3
Moira  Billing > High 4
Moira  Billing > Tariff 5
     
Monash  Provision > Existing Connection 1
Monash  Credit > Collection 2
Monash  Billing > High 3
Monash  Billing > Error 4
Monash  Credit > Disconnection / Restriction 5
     
Moonee Valley  Billing > High 1
Moonee Valley  Provision > Existing Connection 2
Moonee Valley  Credit > Disconnection / Restriction 3
Moonee Valley  Credit > Collection 4
Moonee Valley  Billing > Error 5
     
Moorabool  Credit > Disconnection / Restriction 1
Moorabool  Billing > High 2
Moorabool  Billing > Estimation 3
Moorabool  Billing > Error 4
Moorabool  Supply > Off Supply - Unplanned 5
     
Moreland  Credit > Collection 1
Moreland  Billing > High 2
Moreland  Credit > Disconnection / Restriction 3
Moreland  Provision > New Connection 4
Moreland  Provision > Existing Connection 5
     
Mornington Peninsula  Provision > Existing Connection 1
Mornington Peninsula  Credit > Disconnection / Restriction 2
Mornington Peninsula  Billing > High 3
Mornington Peninsula  Credit > Collection 4
Mornington Peninsula  Provision > New Connection 5
     
Mount Alexander  Credit > Disconnection / Restriction 1
Mount Alexander  Provision > Existing Connection 2
Mount Alexander  Billing > High 3
Mount Alexander  Credit > Collection 4
Mount Alexander  Billing > Tariff 5
     
Moyne  Billing > High 1
Moyne  Credit > Disconnection / Restriction 2
Moyne  Billing > Estimation 3
Moyne  Provision > Existing Connection 4
Moyne  Billing > Backbill 5
     
Murrindindi  Billing > High 1
Murrindindi  Billing > Estimation 2
Murrindindi  Credit > Disconnection / Restriction 3
Murrindindi  Provision > Existing Connection 4
Murrindindi  Credit > Collection 5
     
Nillumbik  Credit > Collection 1
Nillumbik  Billing > High 2
Nillumbik  Provision > Existing Connection 3
Nillumbik  Billing > Estimation 4
Nillumbik  Billing > Error 5
     
Northern Grampians  Billing > High 1
Northern Grampians  Credit > Collection 2
Northern Grampians  Transfer > Site Ownership 3
Northern Grampians  Transfer > In Error 4
Northern Grampians  Billing > Tariff 5
     
Port Phillip  Credit > Collection 1
Port Phillip  Credit > Disconnection / Restriction 2
Port Phillip  Billing > High 3
Port Phillip  Billing > Error 4
Port Phillip  Billing > Backbill 5
     
Pyrenees  Credit > Payment Difficulties 1
Pyrenees  Billing > Error 2
Pyrenees  Billing > Format 3
Pyrenees  Credit > Disconnection / Restriction 4
Pyrenees  Credit > Collection 5
     
Queenscliffe  Credit > Payment Difficulties 1
Queenscliffe  Billing > High 2
Queenscliffe  Transfer > Without Consent 3
Queenscliffe  Transfer > Contract Terms 4
Queenscliffe  Marketing > Information 5
     
South Gippsland  Billing > High 1
South Gippsland  Billing > Backbill 2
South Gippsland  Billing > Tariff 3
South Gippsland  Credit > Collection 4
South Gippsland  Billing > Error 5
     
Southern Grampians  Credit > Disconnection / Restriction 1
Southern Grampians  Billing > High 2
Southern Grampians  Provision > Existing Connection 3
Southern Grampians  Credit > Payment Difficulties 4
Southern Grampians  Billing > Tariff 5
     
Stonnington  Credit > Collection 1
Stonnington  Billing > High 2
Stonnington  Billing > Error 3
Stonnington  Provision > Existing Connection 4
Stonnington  Credit > Disconnection / Restriction 5
     
Strathbogie  Provision > Existing Connection 1
Strathbogie  Transfer > Site Ownership 2
Strathbogie  Credit > Disconnection / Restriction 3
Strathbogie  Billing > Error 4
Strathbogie  Transfer > In Error 5
     
Surf Coast Provision > New Connection 1
Surf Coast  Credit > Collection 2
Surf Coast  Provision > Existing Connection 3
Surf Coast  Billing > Tariff 4
Surf Coast  Billing > Backbill 5
     
Swan Hill  Billing > Error 1
Swan Hill  Credit > Disconnection / Restriction 2
Swan Hill  Billing > Tariff 3
Swan Hill  Credit > Collection 4
Swan Hill  Credit > Payment Difficulties 5
     
Towong  Billing > Tariff 1
Towong  Billing > High 2
Towong  Provision > Existing Connection 3
Towong  Billing > Estimation 4
Towong  Billing > Format 5
     
Wangaratta  Credit > Disconnection / Restriction 1
Wangaratta Billing > High 2
Wangaratta  Billing > Error 3
Wangaratta  Credit > Payment Difficulties 4
Wangaratta  Credit > Collection 5
     
Warrnambool  Credit > Disconnection / Restriction 1
Warrnambool  Billing > Error 2
Warrnambool  Billing > High 3
Warrnambool  Billing > Backbill 4
Warrnambool  Credit > Collection 5
     
Wellington  Billing > High 1
Wellington  Credit > Disconnection / Restriction 2
Wellington  Billing > Error 3
Wellington  Provision > Existing Connection 4
Wellington  Credit > Payment Difficulties 5
     
West Wimmera  Provision > Existing Connection 1
West Wimmera  Billing > Tariff 2
West Wimmera  Billing > Error 3
West Wimmera  Billing > Backbill 4
West Wimmera  General Enquiry > Energy / Water 5
     
Whitehorse  Provision > Existing Connection 1
Whitehorse  Billing > High 2
Whitehorse  Billing > Error 3
Whitehorse  Credit > Disconnection / Restriction 4
Whitehorse  Credit > Collection 5
     
Whittlesea  Credit > Disconnection / Restriction 1
Whittlesea  Credit > Collection 2
Whittlesea  Billing > High 3
Whittlesea  Billing > Error 4
Whittlesea  Credit > Payment Difficulties 5
     
Wodonga  Credit > Disconnection / Restriction 1
Wodonga  Billing > Error 2
Wodonga  Billing > High 3
Wodonga  Credit > Collection 4
Wodonga Billing > Tariff 5
     
Wyndham  Credit > Collection 1
Wyndham  Credit > Disconnection / Restriction 2
Wyndham  Billing > High 3
Wyndham  Credit > Payment Difficulties 4
Wyndham  Billing > Error 5
     
Yarra  Credit > Disconnection / Restriction 1
Yarra  Billing > High 2
Yarra  Credit > Collection 3
Yarra  Billing > Backbill 4
Yarra  Billing > Error 5
     
Yarra Ranges  Supply > Off Supply - Unplanned 1
Yarra Ranges  Billing > High 2
Yarra Ranges  Credit > Disconnection / Restriction 3
Yarra Ranges  Credit > Payment Difficulties 4
Yarra Ranges  Billing > Backbill 5
     
Yarriambiack  Provision > New Connection 1
Yarriambiack  Billing > Fees and Charges 2
Yarriambiack  Credit > Disconnection / Restriction 3
Yarriambiack  Credit > Payment Difficulties 4
Yarriambiack  Billing > Tariff 5

 

Yearly comparisons by council/shire

Overall cases

Council/Shire Cases 2016-17 Change since 2015-2016
Alpine  66 -28%
Ararat  72 -4%
Ballarat  598 -6%
Banyule  517 -16%
Bass Coast  235 -4%
Baw Baw  298 -14%
Bayside  462 -6%
Benalla & Mansfield 161 -3%
Boroondara  609 -12%
Brimbank  853 -8%
Buloke  23 -27%
Campaspe  160 -27%
Cardinia  474 -8%
Casey  1127 -19%
Central Goldfields  71 -34%
Colac Otway  128 12%
Corangamite  52 -7%
Darebin  893 -8%
East Gippsland  261 -24%
Frankston  807 -16%
Gannawarra  37 9%
Glen Eira  636 -24%
Glenelg  78 -9%
Golden Plains  52 -18%
Greater Bendigo  561 -17%
Greater Dandenong  600 -11%
Greater Geelong  1058 -9%
Greater Shepparton  336 1%
Hepburn  81 -8%
Hindmarsh  27 23%
Hobsons Bay  410 -4%
Horsham  83 -5%
Hume  1020 0%
Indigo  71 -20%
Kingston  583 -19%
Knox  617 -10%
Latrobe  498 -7%
Loddon  45 -38%
Macedon Ranges  189 -14%
Manningham  433 -2%
Maribyrnong  460 -6%
Maroondah  471 -17%
Melbourne  572 -12%
Melton  770 -6%
Mildura  154 -34%
Mitchell  235 -7%
Moira  149 -20%
Monash  615 -17%
Moonee Valley  626 1%
Moorabool  179 11%
Moreland  771 -5%
Mornington Peninsula  870 -17%
Mount Alexander  78 -30%
Moyne  70 -15%
Murrindindi  100 -11%
Nillumbik  286 -15%
Northern Grampians  59 -16%
Port Phillip  518 -22%
Pyrenees  29 -48%
Queenscliffe  7 -52%
South Gippsland  211 2%
Southern Grampians  51 -22%
Stonnington  466 2%
Strathbogie  57 2%
Surf Coast  96 -3%
Swan Hill  68 -19%
Towong  41 8%
Wangaratta  182 -12%
Warrnambool  140 4%
Wellington  204 -30%
West Wimmera  18 0%
Whitehorse  558 -10%
Whittlesea  853 -17%
Wodonga  222 -15%
Wyndham  895 -11%
Yarra  372 -23%
Yarra Ranges  840 -9%
Yarriambiack  19 -62%

Energy disconnection/water restriction cases

Council/Shire Cases 2016-17 Change since 2015-2016
Alpine  6 -25%
Ararat  5 -47%
Ballarat  96 -13%
Banyule  67 -20%
Bass Coast  20 -47%
Baw Baw  56 -8%
Bayside  39 -24%
Benalla & Mansfield 20 -20%
Boroondara  51 -28%
Brimbank  108 -5%
Buloke  2 0%
Campaspe  16 -47%
Cardinia  40 -44%
Casey  117 -38%
Central Goldfields  11 -33%
Colac Otway  15 -21%
Corangamite  5 -29%
Darebin  103 -27%
East Gippsland  33 -33%
Frankston  121 -25%
Gannawarra  6 1000%
Glen Eira  49 -39%
Glenelg  9 0%
Golden Plains  5 -23%
Greater Bendigo  80 -34%
Greater Dandenong  66 -22%
Greater Geelong  137 -19%
Greater Shepparton  64 9%
Hepburn  11 -44%
Hindmarsh  5 67%
Hobsons Bay  48 -4%
Horsham  9 0%
Hume  118 -16%
Indigo  5 -55%
Kingston  53 -28%
Knox  74 -27%
Latrobe  98 8%
Loddon  4 -63%
Macedon Ranges  20 -24%
Manningham  40 5%
Maribyrnong  36 -22%
Maroondah  48 -29%
Melbourne  48 -41%
Melton  83 -24%
Mildura  31 -33%
Mitchell  27 -29%
Moira  28 38%
Monash  43 -54%
Moonee Valley  63 12%
Moorabool  27 18%
Moreland  75 -12%
Mornington Peninsula  91 -17%
Mount Alexander  11 -4%
Moyne  7 -42%
Murrindindi  11 -21%
Nillumbik  13 -54%
Northern Grampians  4 -20%
Port Phillip  59 -17%
Pyrenees 3 -54%
Queenscliffe  0 -100%
South Gippsland  11 -70%
Southern Grampians  13 19%
Stonnington  27 -57%
Strathbogie  6 0%
Surf Coast  2 -89%
Swan Hill  9 -36%
Towong  3 -40%
Wangaratta  35 13%
Warrnambool  31 30%
Wellington  23 -46%
West Wimmera  0 -100%
Whitehorse  40 -22%
Whittlesea  110 -27%
Wodonga  52 6%
Wyndham  119 -2%
Yarra  48 -13%
Yarra Ranges  77 -17%
Yarriambiack  2 -33%

Collection cases 

Council/Shire Cases 2016-17 Change since 2015-2016
Alpine  6 -40%
Ararat  10 280%
Ballarat  48 -47%
Banyule  39 -33%
Bass Coast  22 10%
Baw Baw  30 -9%
Bayside  41 -28%
Benalla & Mansfield 14 -22%
Boroondara  41 -45%
Brimbank  101 -27%
Buloke  4 -20%
Campaspe  28 -22%
Cardinia  67 6%
Casey  156 -29%
Central Goldfields  6 -54%
Colac Otway  6 -50%
Corangamite  4 0%
Darebin  82 -35%
East Gippsland  20 -44%
Frankston  85 -33%
Gannawarra  5 67%
Glen Eira 76 -13%
Glenelg  4 -20%
Golden Plains  0 -100%
Greater Bendigo  65 -22%
Greater Dandenong  97 20%
Greater Geelong  124 -16%
Greater Shepparton  39 -13%
Hepburn  3 -14%
Hindmarsh  1 0%
Hobsons Bay  39 -35%
Horsham  4 -56%
Hume  109 -34%
Indigo  5 400%
Kingston  70 -16%
Knox  42 -49%
Latrobe  51 -5%
Loddon  7 86%
Macedon Ranges  11 -59%
Manningham  32 -35%
Maribyrnong  50 -17%
Maroondah  48 -16%
Melbourne  69 -31%
Melton  120 -18%
Mildura  20 -41%
Mitchell  19 -48%
Moira  22 16%
Monash  57 -33%
Moonee Valley  48 -38%
Moorabool  8 -47%
Moreland  87 2%
Mornington Peninsula  65 -23%
Mount Alexander  7 -53%
Moyne  3 -60%
Murrindindi  8 67%
Nillumbik  31 -9%
Northern Grampians  7 -24%
Port Phillip  71 -32%
Pyrenees  3 -67%
Queenscliffe  1 0%
South Gippsland  16 -2%
Southern Grampians  3 -25%
Stonnington  59 0%
Strathbogie  1 -82%
Surf Coast  11 0%
Swan Hill  5 -58%
Towong  0 -100%
Wangaratta  10 11%
Warrnambool  9 -38%
Wellington  11 -52%
West Wimmera  1 -67%
Whitehorse  39 -51%
Whittlesea  101 -39%
Wodonga  16 -45%
Wyndham  120 -42%
Yarra  36 -3%
Yarra Ranges  42 -52%
Yarriambiack  1 -75%

High bill cases

Council/Shire Cases 2016-17 Change since 2015-2016
Alpine  13 -32%
Ararat  3 -50%
Ballarat  44 -8%
Banyule  36 -38%
Bass Coast  21 -41%
Baw Baw  30 -31%
Bayside  49 9%
Benalla & Mansfield 14 -7%
Boroondara  52 -29%
Brimbank  109 -27%
Buloke  1 no change
Campaspe  14 -18%
Cardinia  37 -19%
Casey  125 -34%
Central Goldfields  4 -53%
Colac Otway  11 20%
Corangamite  1 -73%
Darebin  88 -2%
East Gippsland  27 -44%
Frankston  77 -7%
Gannawarra  3 50%
Glen Eira  64 -26%
Glenelg  11 10%
Golden Plains  3 -67%
Greater Bendigo  51 -25%
Greater Dandenong  92 2%
Greater Geelong  85 8%
Greater Shepparton  12 -75%
Hepburn  11 -18%
Hindmarsh  0 -100%
Hobsons Bay  49 -20%
Horsham  8 -11%
Hume  143 -5%
Indigo  11 0%
Kingston  50 -33%
Knox  64 -2%
Latrobe  38 -19%
Loddon  7 18%
Macedon Ranges  26 12%
Manningham  51 2%
Maribyrnong  65 3%
Maroondah  35 -35%
Melbourne  76 7%
Melton  78 -25%
Mildura  14 -52%
Mitchell  34 18%
Moira  13 -35%
Monash  51 -34%
Moonee Valley  68 -4%
Moorabool  22 29%
Moreland  76 2%
Mornington Peninsula  83 -33%
Mount Alexander  9 -14%
Moyne  12 130%
Murrindindi  13 56%
Nillumbik  30 -12%
Northern Grampians  7 18%
Port Phillip  56 -3%
Pyrenees  1 -80%
Queenscliffe  1 -50%
South Gippsland  28 -9%
Southern Grampians  9 70%
Stonnington  59 15%
Strathbogie  3 -63%
Surf Coast  5 -63%
Swan Hill  4 -50%
Towong  5 -50%
Wangaratta  23 0%
Warrnambool  11 -27%
Wellington  30 0%
West Wimmera  1 no change
Whitehorse  58 0%
Whittlesea  98 -1%
Wodonga  19 6%
Wyndham  87 -7%
Yarra  44 9%
Yarra Ranges  84 -20%
Yarriambiack  1 0%

5 year case history

  Total Electricity Gas (including LPG) Dual fuel Water Other industry
2016-17 32,002 19,012 10,547 70 2,105 268
2015-16 36,152 22,629 10,715 105 2,398 305
2014-15 50,437 34,524 13,066 79 2,383 385
2013-14 84,785 60,517 20,881 220 2,785 355
2012-13 77,149 56,795 17,353 298 2,435 268

Top issues ranked over 5 years

Top 10 issues 2016-17
Credit > Disconnection / Restriction 3,411
Billing > High 3,142
Credit > Collection 3,133
Provision > Existing Connection 2,230
Billing > Error 2,181
Billing > Backbill 1,718
Credit > Payment Difficulties 1,697
Provision > New Connection 1,225
Billing > Tariff 1,202
Billing > Estimation 1,164

Billing cases

Billing issues 2016/17 2015/16 2014/15 2013/14 2012/13
High 3,142 3,663 5,118 8851 9,017
Error 2,181 2,326 3,686 7975 5,596
Backbill 1,718 2,144 3,717 7100 5,169
Tariff 1,202 1,593 2,957 4889 5,140
Estimation 1,164 1,106 1,762 2804 2,632
Billing issues total: 12,863 14,643 22,855 42,926 40,927

Credit cases

Credit issues 2016/17 2015/16 2014/15 2013/14 2012/13
Disconnection / Restriction 3,411 4,538 5,747 9171 6,134
Collection 3,133 4,319 5,308 5925 3,664
Payment Difficulties 1,697 2,114 2,500 2956 2,434
Deliveries Stopped (LPG) 4 24 19 13 13
Credit issues total: 8,245 10,995 13,574 18,065 12,245

Provision cases

Provision issues 2016/17 2015/16 2014/15 2013/14 2012/13
Existing Connection 2230 1,888 2,475 3,929 4,451
New Connection 1225 870 912 970 847
Disconnection / Restriction 230 245 257 392 386
Deliveries Stopped 6 6 8 5 3
Provision issues total: 3,691 3,009 3,652 5,296 5,687

Transfer cases

Transfer issues 2016/17 2015/16 2014/15 2013/14 2012/13
Site Ownership 823 924 832 922 910
Contract Terms 693 851 1,516 2,437 2,334
Delay 581 691 921 2,229 2,057
In Error 543 487 796 2,015 2,042
Without Consent 309 335 540 1,754 1,590
Transfer issues total:  3,583 3,883 5,610 11,705 11,335

Supply cases

Supply issues 2016/17 2015/16 2014/15 2013/14 2012/13
Off Supply - Unplanned 501 373 449 802 698
Off Supply - Planned 265 331 386 391 384
Quality 168 119 98 111 130
Variation 146 141 201 245 260
Sewer / Stormwater Overflow 45 39 40 42 40
Supply issues total: 1,137 1,023 1,195 1,618 1,573

Land cases

Land issues 2016/17 2015/16 2014/15 2013/14 2012/13
Other 267 203 215 260 205
Network Assets 237 230 235 303 288
Vegetation Management 47 49 45 49 91
Easement 32 21 30 27 35
Street Lighting 15 14 11 8 19
Land issues total: 598 518 536 649 638

Marketing cases

Marketing issues 2016/17 2015/16 2014/15 2013/14 2012/13
Misleading 207 181 296 817 1,126
Pressure Sales 127 106 105 183 347
Other 98 101 88 108 171
Information 87 84 83 90 176
Non Account Holder 6 12 15 28 64
Marketing issues total:  525 484 587 1,226 1,884

Customer Service cases

Customer Service issues 2016/17 2015/16 2014/15 2013/14 2012/13
Poor Service 87 107 116 307 224
Privacy 79 99 141 142 122
Failure to Consult / Inform 59 65 133 305 124
Incorrect Advice / Information 59 58 120 195 99
Failure to Respond 55 52 168 252 116
Customer Service issues total: 355 406 707 1,247 730

 

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