Annual Report 2020 - Issues and Complaint trends

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Electricity

14,265 electricity customers lodged cases with EWOV in 2019-20. 748 of these cases were enquiries (down 46%) and 13,517 were complaints (down 22%).
The top 5 electricity issues were Billing tariff; Billing error; High bill; Credit - debt collection/credit default listing; and Provision - existing connection.
Electricity cases were down 24% and down 37% from four years ago.

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14,265 electricity customers lodged cases with EWOV in 2019-20. 748 of these cases were enquiries (down 46%) and 13,517 were complaints (down 22%).
The top 5 electricity issues were Billing tariff; Billing error; High bill; Credit - debt collection/credit default listing; and Provision - existing connection.
Electricity cases were down 24% and down 37% from four years ago.

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Gas

7,833 gas customers lodged cases with EWOV in 2019-20. 106 of these cases were enquiries (down 43%) and 7,727 were complaints (down 24%).
The top 5 gas issues were High bill; Billing error; Credit - debt collection/credit default listing; Credit - disconnection; and Credit - payment difficulties.
Gas cases were down 25% and down 27% from four years ago.

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7,833 gas customers lodged cases with EWOV in 2019-20. 106 of these cases were enquiries (down 43%) and 7,727 were complaints (down 24%).
The top 5 gas issues were High bill; Billing error; Credit - debt collection/credit default listing; Credit - disconnection; and Credit - payment difficulties.
Gas cases were down 25% and down 27% from four years ago.

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Water

1,546 water customers lodged cases with EWOV in 2019-20. 85 of these cases were enquiries (down 21%) and 1,461 were complaints (down 9%).
The top 5 water issues were High bill; Billing fees and charges; Billing error; Land - property damage; and Credit - debt collection/credit default listing.
Water cases were down 10% and down 36% from four years ago.

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1,546 water customers lodged cases with EWOV in 2019-20. 85 of these cases were enquiries (down 21%) and 1,461 were complaints (down 9%).
The top 5 water issues were High bill; Billing fees and charges; Billing error; Land - property damage; and Credit - debt collection/credit default listing.
Water cases were down 10% and down 36% from four years ago.

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