Our 2022 Annual Report — with information about cases and complaint trends, as well as case studies around common issues — is available on our 2022 Annual Report page.
The extended pandemic was likely a factor in falling case numbers, along with regulatory steps to prevent disconnections, and the compassion of energy and water companies in holding off on disconnections and debt collection. While case numbers fell, we are already seeing more consumers than usual facing billing and credit issues as the cost of living increases. The case studies in our report help to highlight the stories of Victorian consumers and the impacts of social and economic influences such as family violence, financial difficulty, application of the Payment Difficulty Framework and concession access.
