EWOV's 2017-18 Annual Report

October 2018

In 2017-18 EWOV case numbers rose and many customers were concerned about paying for their energy and water.

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EWOV received 34,524 cases in 2017-18—an increase of 8% from last year.

From record levels four years ago, case volumes have fallen and remain relatively stable.

Energy and water companies have been doing a better job handling relatively straightforward complaints - however, a lot of customers still needed EWOV's help to get their complaint resolved.

Over the 2017/2018 period:

  • Electricity cases were up 11%.
  • Gas cases were up 7%.
  • Water cases were down 8%.

The most common complaints were about billing and credit. 

High bills were the top issue overall—87% about energy, followed by disconnection or restriction for arrears—97% about energy; and debt collection or credit default listing—96% about energy.

Affordability is a continuing concern.

One in three customers contacted us worried about being able to pay for their energy or water.

The average arrears in our residential complaint investigations was $2,698, up from $2,521.

473 residential customers contacted us with arrears of over $3,000.

We have also seen a 41% increase in provision cases.

Provision is about the connection of a property to the energy or water network.

'New connection' cases more than doubled—to make it the fourth biggest issue overall.

'Existing connection' cases were up 9%—making it the fifth biggest issue overall.

98% of provision cases were lodged by energy customers.

EWOV's 2018 Annual Report is on our website at ewov.com.au/2018. It also includes:

  • case studies
  • cases for industry sectors and individual energy and water companies
  • our performance against key performance indicators
  • information on our new embedded network jurisdiction from July 2018.
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Across 2017 and 2018 one in three customers contacted EWOV due to concerns about paying for energy or water.     

The top issues were:

  • high bills
  • disconnection or restriction for debt; and
  • debt collection or credit default listing. 

The average amount owed on bills was $2,698 with over 400 customers owing more than $3,000.   

We helped negotiate 1,327 payment plans for customers to manage these costs.

If you are experiencing difficulty paying your bills, contact EWOV, so we can help you.  

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The Energy and Water Ombudsman of  Victoria or EWOV is concerned by the sales tactics of energy retailers such as:

  • Misleading and high-pressure sales; and
  • transferring customers without their consent.   

Energy retailers must:

  • not pressure customers
  • provide clear, truthful and easy-to understand information; and
  • provide customers the  contract terms at the time of the sale.  

Customers need to provide their explicit, informed consent to  the sale  and they have a 10 day cooling off period. 

EWOV’s website has more information about consumer rights and obligations. 

Case snapshot

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Snapshot for 2017-2018

In 2017-2018, EWOV received:

  • 34,524 cases, up 8% from 2016-2017
     
  • 1,681 enquiries, up 9% from 2016-2017
     
  • 32,843 complaints, up 8% from 2016-2017

By industry, in 2017-2018 EWOV received:

  • 21,085 electricity cases, up 11% from 2016-2017
     
  • 11,268 gas cases, up 7% from 2016-2017
     
  • 1,928 water cases, down 8% from 2016-2017
     
  • 243 other cases, down 28% from 2016-17

By issue, in 2017-2018 EWOV received:

  • 13,067 billing cases, 38% of total cases
     
  • 8,121 credit cases, 24% of total cases
     
  • 5,187 provision cases, 15% of total cases
     
  • 4,077 transfer cases, 12% of total cases
     
  • 1,257 supply cases, 4% of total cases
     
  • 1,006 general enquiries, 3% of total cases
     
  • 619 land cases, 2% of total cases
     
  • 573 marketing cases, 2% of total cases
     
  • 522 customer service cases, 2% of total cases
     
  • 95 privacy cases, less than 1% of total cases.

EWOV's 5 year history:

  • in 2013-14, 84,758 total cases 
  • in 2014-15, 50,437 total cases 
  • in 2013-16, 36,152 total cases 
  • in 2016-17, 32,002 total cases 
  • in 2017-18, 34,524 total cases 

Cases by issue



  Cases by issue % of total cases
Billing  13,067 38
Credit 8,121 24
Provision 5,187 15
Transfer 4,077 12
Supply 1,257 4
General Enquiy 1,006 3
Land 619 2
Marketing 573 2
Customer Service 522 2
Privacy 95 <1

EWOV's case issues and trends for 2017-2018 


  2013/14 2014/15 2015/16 2016/17 2017/18
Billing  42,926 22,855 14,643 12,863 13,067
Credit 18,065 13,574 10,995 8,245 8,121
Provision 5,296 3,652 3,009 3,691 5,187
Transfer 11,705 5,610 3,883 3,583 4,077
Supply 1,618 1,195 1,023 1,137 1,257
Land 649 536 518 598 619
Marketing 1,226 587 484 525 573
Customer Service 1,247 707 406 355 522
Privacy 142 141 99 79 95

Issue breakdown for 2017-2018



Billing High 3,626
  Error 2,389
  Tariff 1,449
  Backbill 1,313
  Fees and charges 902
Credit  Disconnection/Restriction 3,437
  Collection 2,968
  Payment difficulties 1,704
  Deliveries Stopped (LPG) 12
Provision New connection 2,502
  Existing connection 2,420
  Disconnection/Restriction 263
  Deliveries Stopped 2
Transfer Site Ownershio 829
  Contract Terms 826
  Without Consent 574
  Delay 542
  In Error 535
Supply Off Supply - Unplanned 495
  Off Supply - Planned 319
  Variation 253
  Quality 140
  Sewer / Stormwater Overflow 28
Land Network Assets 267
  Property Damage 249
  Vegetation Management 42
  Other 29
  Street Lighting 19
Marketing Misleading 247
  Pressure Sales 161
  Other  89
  Information 67
  Non Account Holder 9
Customer Service Failure to Consult / Inform 160
  Poor Service 137
  Failure to Respond 105
  Incorrect Advice / Information 94
  Poor / Unprofessional Attitude 26
Privacy Details Released 29
  Other 25
  Disclosure refused by Provider 24
  Details Requested by Provider 17

Top issues for past 5 years 


  2013-14 2014-15 2015-16 2016-17 2017-18
High Bill 2 3 4 2 1
Energy Disconnection / Water Restriction 1 1 1 1 2
Debt Collection / Credit Default Listing 5 2 2 3 3
New Connection - - 12 8 4
Existing Connection 8 8 7 4 5
Billing Error 3 5 4 5 6
Payment Difficulties 9 7 6 7 7
Billing Tariff 6 6 8 9 8
Backbill 4 4 5 6 9
Billing Fees and Charges - - - - 10

How many cases in your council/shire?

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Cases received per council/shire

Overall cases 


Council/Shire Cases per 1,000 population
Alpine  7.54
Ararat  5.52
Ballarat  5.84
Banyule  5.72
Bass Coast  7.93
Baw Baw  7.38
Bayside  5.81
Benalla & Mansfield 6.49
Boroondara  4.78
Brimbank  5.08
Buloke  5.16
Campaspe  5.77
Cardinia  6.25
Casey  4.86
Central Goldfields  6.93
Colac Otway  5.63
Corangamite  5.61
Darebin  6.11
East Gippsland  5.68
Frankston  6.08
Gannawarra 4.83
Glen Eira  4.98
Glenelg 4.86
Golden Plains  3.87
Greater Bendigo  5.63
Greater Dandenong  5.33
Greater Geelong 5.03
Greater Shepparton  5.26
Hepburn 6.78
Hindmarsh  5.07
Hobsons Bay 5.76
Horsham 5.29
Hume 5.87
Indigo  3.76
Kingston 5.29
Knox 4.36
Latrobe 7.1
Loddon 7.58
Macedon Ranges 5.66
Manningham 4.6
Maribyrnong 6.29
Maroondah 7.06
Melbourne 5.79
Melton 4.56
Mildura 5.17
Mitchell 3.6
Moira 6.31
Monash  6.39
Moonee Valley 4.66
Moorabool 6.21
Moreland  5.78
Mornington Peninsula  5.74
Mount Alexander 6.25
Moyne 5.38
Murrindindi  4
Nillumbik  9.1
Northern Grampians  4.05
Port Phillip 7.61
Pyrenees  6.25
Queenscliffe  7.74
South Gippsland  4.56
Southern Grampians  5.68
Stonnington 4.83
Strathbogie  5.94
Surf Coast  8.08
Swan Hill 4.32
Towong 4.76
Wangaratta 4.34
Warrnambool 13.7
Wellington 6.53
West Wimmera 4.31
Whitehorse 6.35
Whittlesea 2.56
Wodonga 3.96
Wyndham 5.46
Yarra 7.09
Yarra Ranges 5.4
Yarriambiack 6
Yarra Ranges Shire 5.95
Yarriambiack Shire 4.2

High bill cases


Council/Shire Cases per 1,000 population
Alpine Shire 1.46
Ararat Rural City 0.26
Ballarat City 0.54
Banyule City 0.43
Bass Coast Shire 1.01
Baw Baw Shire 0.68
Bayside City 0.53
Benalla Rural City 0.58
Boroondara City 0.36
Brimbank City 0.72
Buloke Shire 0.32
Campaspe Shire 0.54
Cardinia Shire 0.79
Casey City 0.66
Central Goldfields Shire 0.54
Colac-Otway Shire 0.72
Corangamite Shire 0.69
Darebin City 0.63
East Gippsland Shire 0.42
Frankston City 0.61
Gannawarra Shire 0.47
Glen Eira City 0.69
Glenelg Shire 0.51
Golden Plains Shire 0.23
Greater Bendigo City 0.62
Greater Dandenong City 0.83
Greater Geelong City 0.40
Greater Shepparton City 0.45
Hepburn Shire 1.30
Hindmarsh Shire 0.52
Hobsons Bay City 0.68
Horsham Rural City 0.31
Hume City 0.75
Indigo Shire 0.31
Kingston City 0.48
Knox City 0.44
Latrobe City 0.66
Loddon Shire 0.93
Macedon Ranges Shire 0.50
Manningham City 0.50
Mansfield Shire 0.35
Maribyrnong City 0.66
Maroondah City 0.54
Melbourne City 0.51
Melton City 0.63
Mildura Rural City 0.33
Mitchell Shire 0.71
Moira Shire 0.79
Monash City 0.50
Moonee Valley City 0.52
Moorabool Shire 0.60
Moreland City 0.51
Mornington Peninsula Shire 0.58
Mount Alexander Shire 0.48
Moyne Shire 0.48
Murrindindi Shire 1.38
Nillumbik Shire 0.51
Northern Grampians Shire 1.05
Port Phillip City 0.77
Pyrenees Shire 0.55
Queenscliffe Borough 0.35
South Gippsland Shire 0.52
Southern Grampians Shire 0.88
Stonnington City 0.80
Strathbogie Shire 0.68
Surf Coast Shire 0.20
Swan Hill Rural City 0.63
Towong Shire 0.33
Wangaratta Rural City 0.46
Warrnambool City 0.53
Wellington Shire 0.56
West Wimmera Shire 0.77
Whitehorse City 0.31
Whittlesea City 0.81
Wodonga City 0.79
Wyndham City 0.62
Yarra City 0.58
Yarra Ranges Shire 0.56
Yarriambiack Shire 0.15

Energy disconnection/water restriction cases


Council/Shire Cases per 1,000 population
Alpine Shire 0.49
Ararat Rural City 0.26
Ballarat City 0.81
Banyule City 0.53
Bass Coast Shire 0.82
Baw Baw Shire 0.58
Bayside City 0.32
Benalla Rural City 1.01
Boroondara City 0.32
Brimbank City 0.67
Buloke Shire 0.16
Campaspe Shire 0.51
Cardinia Shire 0.93
Casey City 0.49
Central Goldfields Shire 0.54
Colac-Otway Shire 0.67
Corangamite Shire 0.56
Darebin City 0.71
East Gippsland Shire 0.44
Frankston City 0.89
Gannawarra Shire 0.19
Glen Eira City 0.31
Glenelg Shire 0.20
Golden Plains Shire 0.18
Greater Bendigo City 0.90
Greater Dandenong City 0.81
Greater Geelong City 0.65
Greater Shepparton City 0.92
Hepburn Shire 0.59
Hindmarsh Shire 0.70
Hobsons Bay City 0.63
Horsham Rural City 0.66
Hume City 0.52
Indigo Shire 0.13
Kingston City 0.42
Knox City 0.39
Latrobe City 1.37
Loddon Shire 0.00
Macedon Ranges Shire 0.37
Manningham City 0.33
Mansfield Shire 0.47
Maribyrnong City 0.55
Maroondah City 0.47
Melbourne City 0.57
Melton City 0.65
Mildura Rural City 0.67
Mitchell Shire 1.05
Moira Shire 0.65
Monash City 0.34
Moonee Valley City 0.51
Moorabool Shire 0.19
Moreland City 0.55
Mornington Peninsula Shire 0.57
Mount Alexander Shire 0.75
Moyne Shire 0.42
Murrindindi Shire 0.95
Nillumbik Shire 0.29
Northern Grampians Shire 0.26
Port Phillip City 0.45
Pyrenees Shire 0.83
Queenscliffe Borough 0.35
South Gippsland Shire 0.52
Southern Grampians Shire 0.44
Stonnington City 0.45
Strathbogie Shire 0.39
Surf Coast Shire 0.31
Swan Hill Rural City 0.29
Towong Shire 0.67
Wangaratta Rural City 0.78
Warrnambool City 1.04
Wellington Shire 0.70
West Wimmera Shire 0.00
Whitehorse City 0.28
Whittlesea City 0.59
Wodonga City 1.45
Wyndham City 0.53
Yarra City 0.66
Yarra Ranges Shire 0.40
Yarriambiack Shire 0.45

Collection cases


Council/Shire Cases per 1,000 population
Alpine Shire 0.24
Ararat Rural City 0.34
Ballarat City 0.56
Banyule City 0.47
Bass Coast Shire 0.52
Baw Baw Shire 0.54
Bayside City 0.45
Benalla Rural City 0.58
Boroondara City 0.53
Brimbank City 0.51
Buloke Shire 0.48
Campaspe Shire 0.40
Cardinia Shire 0.58
Casey City 0.53
Central Goldfields Shire 0.15
Colac-Otway Shire 0.29
Corangamite Shire 0.62
Darebin City 0.53
East Gippsland Shire 0.40
Frankston City 0.65
Gannawarra Shire 0.19
Glen Eira City 0.41
Glenelg Shire 0.26
Golden Plains Shire 0.32
Greater Bendigo City 0.48
Greater Dandenong City 0.43
Greater Geelong City 0.48
Greater Shepparton City 0.80
Hepburn Shire 0.26
Hindmarsh Shire 0.00
Hobsons Bay City 0.50
Horsham Rural City 0.00
Hume City 0.53
Indigo Shire 0.13
Kingston City 0.42
Knox City 0.32
Latrobe City 0.61
Loddon Shire 0.53
Macedon Ranges Shire 0.48
Manningham City 0.28
Mansfield Shire 0.47
Maribyrnong City 0.61
Maroondah City 0.43
Melbourne City 0.42
Melton City 0.67
Mildura Rural City 0.41
Mitchell Shire 0.54
Moira Shire 0.55
Monash City 0.42
Moonee Valley City 0.61
Moorabool Shire 0.50
Moreland City 0.37
Mornington Peninsula Shire 0.46
Mount Alexander Shire 0.27
Moyne Shire 0.30
Murrindindi Shire 0.51
Nillumbik Shire 0.20
Northern Grampians Shire 0.44
Port Phillip City 0.65
Pyrenees Shire 1.11
Queenscliffe Borough 0.70
South Gippsland Shire 0.28
Southern Grampians Shire 0.25
Stonnington City 0.41
Strathbogie Shire 0.19
Surf Coast Shire 0.44
Swan Hill Rural City 0.24
Towong Shire 0.33
Wangaratta Rural City 0.35
Warrnambool City 0.51
Wellington Shire 0.42
West Wimmera Shire 0.26
Whitehorse City 0.31
Whittlesea City 0.56
Wodonga City 0.58
Wyndham City 0.66
Yarra City 0.43
Yarra Ranges Shire 0.42
Yarriambiack Shire 0.30

New connection cases


Council/Shire Cases per 1,000 population
Alpine Shire 0.97
Ararat Rural City 0.43
Ballarat City 0.24
Banyule City 0.41
Bass Coast Shire 0.76
Baw Baw Shire 0.66
Bayside City 0.69
Benalla Rural City 0.51
Boroondara City 0.50
Brimbank City 0.31
Buloke Shire 0.00
Campaspe Shire 0.24
Cardinia Shire 0.63
Casey City 0.32
Central Goldfields Shire 0.08
Colac-Otway Shire 0.24
Corangamite Shire 0.37
Darebin City 0.42
East Gippsland Shire 0.47
Frankston City 0.25
Gannawarra Shire 0.09
Glen Eira City 0.43
Glenelg Shire 0.00
Golden Plains Shire 0.14
Greater Bendigo City 0.21
Greater Dandenong City 0.32
Greater Geelong City 0.19
Greater Shepparton City 0.05
Hepburn Shire 0.52
Hindmarsh Shire 0.00
Hobsons Bay City 0.60
Horsham Rural City 0.05
Hume City 0.51
Indigo Shire 0.63
Kingston City 0.54
Knox City 0.43
Latrobe City 0.18
Loddon Shire 0.00
Macedon Ranges Shire 0.63
Manningham City 0.78
Mansfield Shire 0.47
Maribyrnong City 0.66
Maroondah City 0.52
Melbourne City 0.25
Melton City 0.36
Mildura Rural City 0.02
Mitchell Shire 0.54
Moira Shire 0.24
Monash City 0.42
Moonee Valley City 0.89
Moorabool Shire 0.44
Moreland City 0.37
Mornington Peninsula Shire 0.51
Mount Alexander Shire 0.27
Moyne Shire 0.06
Murrindindi Shire 0.07
Nillumbik Shire 0.31
Northern Grampians Shire 0.00
Port Phillip City 0.40
Pyrenees Shire 0.14
South Gippsland Shire 0.31
Southern Grampians Shire 0.00
Stonnington City 0.43
Strathbogie Shire 0.88
Surf Coast Shire 0.58
Swan Hill Rural City 0.39
Towong Shire 0.33
Wangaratta Rural City 0.57
Warrnambool City 0.15
Wellington Shire 0.44
West Wimmera Shire 0.00
Whitehorse City 0.35
Whittlesea City 0.31
Wodonga City 0.38
Wyndham City 0.58
Yarra City 0.27
Yarra Ranges Shire 0.49
Yarriambiack Shire 0.15

Comparison with last year





Alpine Shire   2017-18 2016-17 % change
  Overall 93 73 27%
  High Bill 18 12 50%
  Collection 3 6 -50%
  Disconnection 6 8 -25%
  New Connection 12 0 -
         
Ararat Rural City   2017-18 2016-17 % change
  Overall 64 68 -6%
  High Bill 3 3 0%
  Collection 4 10 -60%
  Disconnection 3 5 -40%
         
Ballarat City   2017-18 2016-17 % change
  Overall 594 636 -7%
  High Bill 55 46 20%
  Collection 57 52 10%
  Disconnection 82 95 -14%
  New Connection 24 9 167%
         
Banyule City   2017-18 2016-17 % change
  Overall 697 534 31%
  High Bill 52 31 68%
  Collection 57 45 27%
  Disconnection 65 72 -10%
  New Connection 50 28 79%
         
Bass Coast Shire   2017-18 2016-17 % change
  Overall 260 265 -2%
  High Bill 33 27 22%
  Collection 17 26 -35%
  Disconnection 27 22 23%
  New Connection 25 8 213%
         
Baw Baw Shire   2017-18 2016-17 % change
  Overall 358 254 41%
  High Bill 33 30 10%
  Collection 26 27 -4%
  Disconnection 28 41 -32%
  New Connection 32 2 1500%
         
Bayside City   2017-18 2016-17 % change
  Overall 564 492 15%
  High Bill 51 49 4%
  Collection 44 47 -6%
  Disconnection 31 33 -6%
  New Connection 67 31 116%




Benalla Rural City   2017-18 2016-17 % change
  Overall 90 106 -15%
  High Bill 8 10 -20%
  Collection 8 10 -20%
  Disconnection 14 12 17%
  New Connection 7 2 250%
         
Boroondara City   2017-18 2016-17 % change
  Overall 800 716 12%
  High Bill 60 66 -9%
  Collection 88 47 87%
  Disconnection 53 58 -9%
  New Connection 83 39 113%
         
Brimbank City   2017-18 2016-17 % change
  Overall 987 866 14%
  High Bill 139 109 28%
  Collection 100 105 -5%
  Disconnection 131 110 19%
  New Connection 61 39 56%
         
Buloke Shire   2017-18 2016-17 % change
  Overall 32 22 45%
  High Bill 2 1 100%
  Collection 3 4 -25%
  Disconnection 1 2 -50%
         
Campaspe Shire   2017-18 2016-17 % change
  Overall 214 162 32%
  High Bill 20 13 54%
  Collection 15 24 -38%
  Disconnection 19 16 19%
  New Connection 9 2 350%
         
Cardinia Shire   2017-18 2016-17 % change
  Overall 588 514 14%
  High Bill 74 42 76%
  Collection 55 70 -21%
  Disconnection 88 45 96%
  New Connection 59 11 436%
         
Casey City   2017-18 2016-17 % change
  Overall 1456 1182 23%
  High Bill 197 127 55%
  Collection 158 160 -1%
  Disconnection 147 119 24%
  New Connection 97 25 288%
         
Central Goldfields Shire   2017-18 2016-17 % change
  Overall 90 77 17%
  High Bill 7 4 75%
  Collection 2 5 -60%
  Disconnection 7 12 -42%
  New Connection 1 0 -




Colac-Otway Shire   2017-18 2016-17 % change
  Overall 118 134 -12%
  High Bill 15 10 50%
  Collection 6 5 20%
  Disconnection 14 15 -7%
  New Connection 5 3 67%
         
Corangamite Shire       % change
  Overall 90 67 34%
  High Bill 11 2 450%
  Collection 10 4 150%
  Disconnection 9 6 50%
  New Connection 6 1 500%
         
Darebin City   2017-18 2016-17 % change
  Overall 897 887 1%
  High Bill 93 93 0%
  Collection 78 75 4%
  Disconnection 104 104 0%
  New Connection 61 43 42%
         
East Gippsland Shire   2017-18 2016-17 % change
  Overall 256 284 -10%
  High Bill 19 28 -32%
  Collection 18 23 -22%
  Disconnection 20 34 -41%
  New Connection 21 4 425%
         
Frankston City   2017-18 2016-17 % change
  Overall 816 878 -7%
  High Bill 82 82 0%
  Collection 87 89 -2%
  Disconnection 120 126 -5%
  New Connection 34 30 13%
         
Gannawarra Shire   2017-18 2016-17 % change
  Overall 51 49 4%
  High Bill 5 5 0%
  Collection 2 5 -60%
  Disconnection 2 7 -71%
  New Connection 1 0 -
         
Glen Eira City   2017-18 2016-17 % change
  Overall 701 619 13%
  High Bill 97 63 54%
  Collection 58 72 -19%
  Disconnection 44 45 -2%
  New Connection 60 25 140%




Glenelg Shire   2017-18 2016-17 % change
  Overall 95 83 14%
  High Bill 10 11 -9%
  Collection 5 4 25%
  Disconnection 4 9 -56%
         
Golden Plains Shire   2017-18 2016-17 % change
  Overall 84 58 45%
  High Bill 5 4 25%
  Collection 7 0 -
  Disconnection 4 5 -20%
  New Connection 3 0 -
         
Greater Bendigo City   2017-18 2016-17 % change
  Overall 622 588 6%
  High Bill 68 52 31%
  Collection 53 68 -22%
  Disconnection 99 78 27%
  New Connection 23 9 156%
         
Greater Dandenong City   2017-18 2016-17 % change
  Overall 811 699 16%
  High Bill 126 101 25%
  Collection 65 107 -39%
  Disconnection 123 73 68%
  New Connection 48 25 92%
         
Greater Geelong City   2017-18 2016-17 % change
  Overall 1174 1133 4%
  High Bill 93 85 9%
  Collection 111 133 -17%
  Disconnection 152 141 8%
  New Connection 44 47 -6%
         
Greater Shepparton City   2017-18 2016-17 % change
  Overall 336 347 -3%
  High Bill 29 15 93%
  Collection 51 42 21%
  Disconnection 59 64 -8%
  New Connection 3 2 50%
         
Hepburn Shire   2017-18 2016-17 % change
  Overall 104 84 24%
  High Bill 20 12 67%
  Collection 4 2 100%
  Disconnection 9 14 -36%
  New Connection 8 3 167%
         
Hindmarsh Shire   2017-18 2016-17 % change
  Overall 29 31 -6%
  High Bill 3 0 -
  Collection 0 1 -100%
  Disconnection 4 5 -20%
  New Connection 0 3 -100%




Hobsons Bay City   2017-18 2016-17 % change
  Overall 511 457 12%
  High Bill 60 52 15%
  Collection 44 41 7%
  Disconnection 56 52 8%
  New Connection 53 22 141%
         
Horsham Rural City   2017-18 2016-17 % change
  Overall 104 86 21%
  High Bill 6 7 -14%
  Collection 0 4 -100%
  Disconnection 13 10 30%
  New Connection 1 0 0%
         
Hume City   2017-18 2016-17 % change
  Overall 1158 1090 6%
  High Bill 149 148 1%
  Collection 104 116 -10%
  Disconnection 103 124 -17%
  New Connection 100 36 178%
         
Indigo Shire   2017-18 2016-17 % change
  Overall 60 80 -25%
  High Bill 5 14 -64%
  Collection 2 5 -60%
  Disconnection 2 6 -67%
  New Connection 10 3 233%
         
Kingston City   2017-18 2016-17 % change
  Overall 801 720 11%
  High Bill 72 64 13%
  Collection 63 81 -22%
  Disconnection 63 66 -5%
  New Connection 82 32 156%
         
Knox City   2017-18 2016-17 % change
  Overall 672 677 -1%
  High Bill 68 74 -8%
  Collection 50 54 -7%
  Disconnection 60 74 -19%
  New Connection 66 21 214%
         
Latrobe City   2017-18 2016-17 % change
  Overall 520 575 -10%
  High Bill 48 45 7%
  Collection 45 54 -17%
  Disconnection 100 116 -14%
  New Connection 13 5 160%
         
Loddon Shire   2017-18 2016-17 % change
  Overall 57 31 84%
  High Bill 7 6 17%
  Collection 4 6 -33%
  Disconnection 0 3 -100%
  New Connection 0 1 -100%
         
Macedon Ranges Shire   2017-18 2016-17 % change
  Overall 261 195 34%
  High Bill 23 25 -8%
  Collection 22 11 100%
  Disconnection 17 20 -15%
  New Connection 29 8 263%
         
Manningham City   2017-18 2016-17 % change
  Overall 535 431 24%
  High Bill 58 47 23%
  Collection 33 30 10%
  Disconnection 38 38 0%
  New Connection 91 21 333%
         
Mansfield Shire   2017-18 2016-17 % change
  Overall 54 56 -4%
  High Bill 3 8 -63%
  Collection 4 3 33%
  Disconnection 4 4 0%
  New Connection 4 2 100%




Maribyrnong City   2017-18 2016-17 % change
  Overall 581 501 16%
  High Bill 54 70 -23%
  Collection 50 52 -4%
  Disconnection 45 39 15%
  New Connection 54 45 20%
         
Maroondah City   2017-18 2016-17 % change
  Overall 639 492 30%
  High Bill 60 36 67%
  Collection 47 53 -11%
  Disconnection 52 47 11%
  New Connection 57 11 418%
         
Melbourne City   2017-18 2016-17 % change
  Overall 620 546 14%
  High Bill 70 82 -15%
  Collection 57 51 12%
  Disconnection 78 46 70%
  New Connection 34 28 21%
         
Melton City   2017-18 2016-17 % change
  Overall 700 766 -9%
  High Bill 86 71 21%
  Collection 91 126 -28%
  Disconnection 88 78 13%
  New Connection 49 50 -2%
         
Mildura Rural City   2017-18 2016-17 % change
  Overall 194 150 29%
  High Bill 18 12 50%
  Collection 22 19 16%
  Disconnection 36 30 20%
  New Connection 1 1 0%
         
Mitchell Shire   2017-18 2016-17 % change
  Overall 258 246 5%
  High Bill 29 34 -15%
  Collection 22 18 22%
  Disconnection 43 30 43%
  New Connection 22 10 120%
         
Moira Shire   2017-18 2016-17 % change
  Overall 186 168 11%
  High Bill 23 14 64%
  Collection 16 22 -27%
  Disconnection 19 29 -34%
  New Connection 7 6 17%
         
Monash City   2017-18 2016-17 % change
  Overall 851 690 23%
  High Bill 92 53 74%
  Collection 76 63 21%
  Disconnection 62 50 24%
  New Connection 76 53 43%




Moonee Valley City   2017-18 2016-17 % change
  Overall 724 648 12%
  High Bill 61 66 -8%
  Collection 71 46 54%
  Disconnection 60 64 -6%
  New Connection 104 28 271%
         
Moorabool Shire       % change
  Overall 184 182 1%
  High Bill 19 24 -21%
  Collection 16 11 45%
  Disconnection 6 27 -78%
  New Connection 14 2 600%
         
Moreland City   2017-18 2016-17 % change
  Overall 933 881 6%
  High Bill 83 90 -8%
  Collection 60 94 -36%
  Disconnection 90 85 6%
  New Connection 60 77 -22%
         
Mornington Peninsula Shire   2017-18 2016-17 % change
  Overall 968 919 5%
  High Bill 90 84 7%
  Collection 71 69 3%
  Disconnection 89 100 -11%
  New Connection 79 70 13%
         
Mount Alexander Shire   2017-18 2016-17 % change
  Overall 101 80 26%
  High Bill 9 7 29%
  Collection 5 7 -29%
  Disconnection 14 11 27%
  New Connection 5 1 400%
         
Moyne Shire   2017-18 2016-17 % change
  Overall 66 69 -4%
  High Bill 8 12 -33%
  Collection 5 3 67%
  Disconnection 7 6 17%
  New Connection 1 3 -67%
         
    2017-18 2016-17 % change
Murrindindi Shire Overall 125 127 -2%
  High Bill 19 15 27%
  Collection 7 10 -30%
  Disconnection 13 12 8%
  New Connection 1 1 0%
         
    2017-18 2016-17 % change
Nillumbik Shire Overall 248 262 -5%
  High Bill 31 26 19%
  Collection 12 31 -61%
  Disconnection 18 13 38%
  New Connection 19 7 171%
         
Northern Grampians Shire   2017-18 2016-17 % change
  Overall 87 64 36%
  High Bill 12 7 71%
  Collection 5 6 -17%
  Disconnection 3 3 0%




Port Phillip City   2017-18 2016-17 % change
  Overall 630 642 -2%
  High Bill 78 59 32%
  Collection 66 79 -16%
  Disconnection 45 78 -42%
  New Connection 40 24 67%
         
    2017-18 2016-17 % change
Pyrenees Shire Overall 56 27 107%
  High Bill 4 1 300%
  Collection 8 4 100%
  Disconnection 6 2 200%
  New Connection 1 0  
         
Queenscliffe Borough   2017-18 2016-17 % change
  Overall 13 8 63%
  High Bill 1 2 -50%
  Collection 2 0 0%
  Disconnection 1 0 0%
         
South Gippsland Shire   2017-18 2016-17 % change
  Overall 163 213 -23%
  High Bill 15 30 -50%
  Collection 8 16 -50%
  Disconnection 15 9 67%
  New Connection 9 9 0%
         
Southern Grampians Shire   2017-18 2016-17 % change
  Overall 77 56 38%
  High Bill 14 9 56%
  Collection 4 3 33%
  Disconnection 7 12 -42%
         
Stonnington City   2017-18 2016-17 % change
  Overall 617 600 3%
  High Bill 83 75 11%
  Collection 43 77 -44%
  Disconnection 47 43 9%
  New Connection 45 32 41%
         
Strathbogie Shire   2017-18 2016-17 % change
  Overall 83 73 14%
  High Bill 7 3 133%
  Collection 2 1 100%
  Disconnection 4 9 -56%
  New Connection 9 0  




Surf Coast Shire   2017-18 2016-17 % change
  Overall 127 105 21%
  High Bill 6 5 20%
  Collection 13 13 0%
  Disconnection 9 3 200%
  New Connection 17 12 42%
         
Swan Hill Rural City   2017-18 2016-17 % change
  Overall 98 76 29%
  High Bill 13 6 117%
  Collection 5 6 -17%
  Disconnection 6 9 -33%
  New Connection 8 1 700%
         
Towong Shire   2017-18 2016-17 % change
  Overall 26 47 -45%
  High Bill 2 5 -60%
  Collection 2 2 0%
  Disconnection 4 3 33%
  New Connection 2 0 0%
         
Wangaratta Rural City   2017-18 2016-17 % change
  Overall 185 194 -5%
  High Bill 13 25 -48%
  Collection 10 8 25%
  Disconnection 22 41 -46%
  New Connection 16 0  
         
Warrnambool City   2017-18 2016-17 % change
  Overall 145 154 -6%
  High Bill 18 11 64%
  Collection 17 10 70%
  Disconnection 35 35 0%
  New Connection 5 2 150%
         
Wellington Shire   2017-18 2016-17 % change
  Overall 273 226 21%
  High Bill 24 34 -29%
  Collection 18 10 80%
  Disconnection 30 24 25%
  New Connection 19 6 217%
         
West Wimmera Shire   2017-18 2016-17 % change
  Overall 10 18 -44%
  High Bill 3 1 200%
  Collection 1 1 0%
  Disconnection 0 1 -100%




    2017-18 2016-17 % change
Whitehorse City Overall 642 591 9%
  High Bill 50 60 -17%
  Collection 50 42 19%
  Disconnection 46 43 7%
  New Connection 56 25 124%
         
Whittlesea City   2017-18 2016-17 % change
  Overall 1079 956 13%
  High Bill 160 110 45%
  Collection 110 112 -2%
  Disconnection 116 120 -3%
  New Connection 61 28 118%
         
Wodonga City   2017-18 2016-17 % change
  Overall 279 227 23%
  High Bill 31 19 63%
  Collection 23 17 35%
  Disconnection 57 45 27%
  New Connection 15 1 1400%
         
Wyndham City   2017-18 2016-17 % change
  Overall 1172 959 22%
  High Bill 134 95 41%
  Collection 143 123 16%
  Disconnection 116 130 -11%
  New Connection 125 51 145%
         
Yarra City   2017-18 2016-17 % change
  Overall 520 454 15%
  High Bill 50 49 2%
  Collection 37 41 -10%
  Disconnection 57 56 2%
  New Connection 23 11 109%
         
Yarra Ranges Shire   2017-18 2016-17 % change
  Overall 889 915 -3%
  High Bill 84 86 -2%
  Collection 63 41 54%
  Disconnection 60 85 -29%
  New Connection 73 29 152%
         
Yarriambiack Shire   2017-18 2016-17 % change
  Overall 28 21 33%
  High Bill 1 1 0%
  Collection 2 2 0%
  Disconnection 3 2 50%
  New Connection 1 2 -50%