2019 Annual Report

October 2019

In 2018-19 many customers were concerned about paying for their energy and water. 

Case snapshot

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Snapshot for 2018-2019

In 2018-2019, EWOV received:

  • 31,180 cases, down 10% from 2017-2018

     
  • 29,259 complaints, down 11% from 2017-2018

     
  • 1,921 enquiries, up 14% from 2017-2018

By industry, in 2018-2019 EWOV received:

  • 18,800 electricity cases, down 11% from 2017-2018

     
  • 10,384 gas cases, down 8% from 2017-2018

     
  • 1,721 water cases, down 11% from 2017-2018

     
  • 275 other cases, up 13% from 2017-2018

EWOV's 5 year history:

  • in 2014-15, 50,437 total cases 

     
  • in 2015-16, 36,152 total cases 

     
  • in 2016-17, 32,002 total cases 

     
  • in 2017-18, 34,524 total cases

     
  • in 2018-19, 31,180 total cases 

Cases by issue



  Cases by issue % of total cases
Billing  13,699 44
Credit 6,109 20
Provision 3,979 13
Transfer 3,089 10
Supply 1,278 4
General Enquiy 872 3
Customer Service 746 2
Land 706 2
Marketing 576 2
Privacy 129 <1

By region:

  • Greater Melbourne: 22,007 cases, 71% of total case numbers 

     
  • Regional Victoria: 7,219 cases, 23% of total case numbers 

     
  • Unknown 1,954 cases, 6% of total case numbers 

Type of customer:

  • Residential: 27,507 cases, 88% of total case numbers 

     
  • Business: 3,483 cases, 11% of total case numbers 

     
  • Government/Not for Profit: 190 cases, 1% of total case numbers 

How they contact us: 

  • Phone: 20,786 cases, 67% of total case numbers 

     
  • Website: 8,618 cases, 28% of total case numbers 

     
  • Email: 1,586 cases, 5% of total case numbers 

Issues and trends

Tracking common complaints over 5 years


  2014/15 2015/16 2016/17 2017/18 2018/19
Billing error 4,090 2,557 2,429 2,618 2,749
Debt collection / Credit default listing 5,308 4,319 3,091 2,968 2,234
Energy disconnection / Water restriction 5,747 4,538 3,411 3,437 2,449
Existing connection 2,475 1,888 2,230 2,420 2,090
High bill 4,966 3,624 3,091 3,582 3,985

5 year history


  2014/15 2015/16 2016/17 2017/18 2018/19
Billing  23,339 14,933 13,163 13,342 13,699
Credit 13,574 10,995 8,245 8,121 6,109
Provision 3,652 3,009 3,691 5,187 3,976
Transfer 5,126 3,593 3,283 3,802 3,089
Supply 1,195 1,023 1,137 1,257 1,278
Land 536 518 598 619 706
General Enquiry 1,721 1,191 1,005 1,006 872
Marketing 587 484 525 573 576
Customer Service 566 308 278 522 746
Privacy 141 98 77 95 129

Billing issues in 2018-19

High bill: 3,985 cases, 29% of total case numbers 

Billing error: 2,749 cases, 20% of total case numbers 

Billing tariff: 1,654 cases, 12% of total case numbers 

Backbill: 1,067 cases, 8% of total case numbers 

Billing concession: 771 cases, 6% of total case numbers 

Fees and charges: 874 cases, 6% of total case numbers 

Billing refund: 633 cases, 5% of total case numbers 

Billing estimation: 659 cases, 5% of total case numbers 

Billing delay: 428 cases, 3% of total case numbers 

Billing format: 270 cases, 2% of total case numbers 

Meter: 264 cases, 2% of total case numbers 

Other: 272 cases, 2% of total case numbers 

Bulk hot water: 73 cases, 1% of total case numbers 

Credit issues in 2018-19

Energy disconnection / Water restriction: 2,449 cases, 40% of total credit cases

Debt collection / Credit defaul listing: 2,234 cases, 37% of total credit cases

Payment difficulties: 1,416 cases, 23% of total credit cases

Provision issues in 2018-19

Existing connection: 2,030 cases, 53% of total provision cases

New connection: 1,625 cases, 41% of total provision cases 

Disconnection / Restriction: 250 cases, 6% of total provision cases

Deliveries stopped: 11 cases 

Transfer issues in 2018-19

In error: 733 cases, 24% of total transfer cases 

Delay: 666 cases,  22% of total transfer cases

Transfer without consent: 641 cases, 21% of total transfer cases

Contact terms: 636 cases, 21% of total transfer cases

Transfer objection: 255 cases, 8% of total transfer cases

Cooling off rights: 158 cases, 5% of total transfer cases

Supply issues in 2018-19

Off-supply - planned: 400 cases, 31% of total supply cases

Off-supply - unplanned: 382 cases, 30% of total supply cases 

Variation: 279 cases, 22% of total supply cases

Quality: 168 cases, 13% of total supply cases

Sewer / Stormwater overflow / Blockage: 31 cases, 2% of total supply cases

Water licensing: 18 cases, 1% of total supply cases

Land issues in 2018-19

Network assets: 290 cases, 41% of total land cases

Property damage: 250 cases, 35% of total land cases

Vegetation management: 65 cases, 9% of total land cases

Land other: 55 cases, 8% of total land cases

Easement: 27 cases, 4% of total land cases

Street lighting: 19 cases, 3% of total land cases

General enquiry in 2018-19

Energy / Water: 689 cases, 79% of cases

Non Energy / Water: 183 cases, 21% of cases



Marketing issues in 2018-19

Misleading: 307 cases, 53% of total marketing cases

Pressure sales: 163 cases, 28% of total marketing cases 

Information: 54 cases, 9% of total marketing cases

Marketing Other: 52 cases, 9% of total marketing cases

Customer service issues in 2018-19

Poor service: 275 cases, 37% of total customer service cases

Incorrect advice / information: 168 cases, 23% of total customer service cases

Failure to respond: 153 cases, 21% of total customer service cases

Failure to consult / inform: 150 cases, 20% of total customer service cases

Privacy issues in 2018-19

Disclosure refused by provider: 32 cases, 25% of total privacy cases

Privacy other: 30 cases, 23% of total privacy cases

Details obtained without consent: 27 cases, 21% of total privacy cases

Details released: 23 cases, 18% of total privacy cases

Details requested by provider: 17 cases, 13% of total privacy cases

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  5.84
Ararat  4.57
Ballarat  5.70
Banyule  4.67
Bass Coast  6.80
Baw Baw  6.37
Bayside  5.33
Benalla & Mansfield 5.48
Boroondara  3.80
Brimbank  4.47
Buloke  3.71
Campaspe  4.78
Cardinia  5.75
Casey  4.34
Central Goldfields  5.85
Colac Otway  4.43
Corangamite  4.30
Darebin  5.38
East Gippsland  5.91
Frankston  5.36
Gannawarra 5.69
Glen Eira  5.85
Glenelg 4.50
Golden Plains  3.73
Greater Bendigo  4.50
Greater Dandenong  4.27
Greater Geelong 4.47
Greater Shepparton  4.86
Hepburn 5.54
Hindmarsh  2.45
Hobsons Bay 5.59
Horsham 4.07
Hume 5.44
Indigo  4.95
Kingston 5.48
Knox 4.50
Latrobe 6.43
Loddon 5.19
Macedon Ranges 4.51
Manningham 4.34
Maribyrnong 6.41
Maroondah 4.51
Melbourne 4.32
Melton 5.32
Mildura 2.75
Mitchell 6.09
Moira 5.70
Monash  4.57
Moonee Valley 5.83
Moorabool 4.71
Moreland  5.06
Mornington Peninsula  5.33
Mount Alexander 4.53
Moyne 3.88
Murrindindi  7.87
Nillumbik  4.72
Northern Grampians  5.68
Port Phillip 6.28
Pyrenees  6.08
Queenscliffe  9.46
South Gippsland  5.71
Southern Grampians  3.76
Stonnington 4.92
Strathbogie  7.69
Surf Coast  2.82
Swan Hill 3.40
Towong 3.17
Wangaratta 5.19
Warrnambool 3.03
Wellington 5.65
West Wimmera 4.36
Whitehorse 4.12
Whittlesea 4.74
Wodonga 5.44
Wyndham 4.85
Yarra 5.3
Yarra Ranges 5.31
Yarriambiack 4.50

High bill cases


Council/Shire Cases per 1,000 population
Alpine Shire 0.73
Ararat Rural City 0.60
Ballarat City 0.62
Banyule City 0.54
Bass Coast Shire 0.79
Baw Baw Shire 0.52
Bayside City 0.64
Benalla Rural City 0.51
Boroondara City 0.38
Brimbank City 0.82
Buloke Shire  -
Campaspe Shire 0.62
Cardinia Shire 0.71
Casey City 0.67
Central Goldfields Shire 0.62
Colac-Otway Shire 0.52
Corangamite Shire 0.69
Darebin City 0.74
East Gippsland Shire 0.58
Frankston City 0.54
Gannawarra Shire 0.76
Glen Eira City 0.79
Glenelg Shire 0.36
Golden Plains Shire 0.32
Greater Bendigo City 0.52
Greater Dandenong City 0.74
Greater Geelong City 0.46
Greater Shepparton City 0.56
Hepburn Shire 0.85
Hindmarsh Shire 0.52
Hobsons Bay City 0.72
Horsham Rural City 0.71
Hume City 0.97
Indigo Shire 0.44
Kingston City 0.63
Knox City 0.50
Latrobe City 0.75
Loddon Shire 0.67
Macedon Ranges Shire 0.67
Manningham City 0.65
Mansfield Shire 0.12
Maribyrnong City 0.75
Maroondah City 0.54
Melbourne City 0.49
Melton City 0.78
Mildura Rural City 0.33
Mitchell Shire 0.98
Moira Shire 0.89
Monash City 0.62
Moonee Valley City 0.76
Moorabool Shire 0.63
Moreland City 0.65
Mornington Peninsula Shire 0.74
Mount Alexander Shire 0.37
Moyne Shire 0.36
Murrindindi Shire 0.80
Nillumbik Shire 0.59
Northern Grampians Shire 0.61
Port Phillip City 0.96
Pyrenees Shire 0.69
Queenscliffe Borough 0.35
South Gippsland Shire 0.84
Southern Grampians Shire 0.50
Stonnington City 0.68
Strathbogie Shire 1.07
Surf Coast Shire 0.31
Swan Hill Rural City 0.34
Towong Shire 0.17
Wangaratta Rural City 0.49
Warrnambool City 0.24
Wellington Shire 0.67
West Wimmera Shire 1.02
Whitehorse City 0.50
Whittlesea City 0.89
Wodonga City 0.69
Wyndham City 0.66
Yarra City 0.63
Yarra Ranges Shire 0.53
Yarriambiack Shire 0.90

Energy disconnection/water restriction cases


Council/Shire Cases per 1,000 population
Alpine Shire 0.49
Ararat Rural City 0.52
Ballarat City 0.76
Banyule City 0.34
Bass Coast Shire 0.49
Baw Baw Shire 0.68
Bayside City 0.25
Benalla Rural City 0.79
Boroondara City 0.19
Brimbank City 0.40
Buloke Shire 0.32
Campaspe Shire 0.49
Cardinia Shire 0.54
Casey City 0.32
Central Goldfields Shire 0.85
Colac-Otway Shire 0.38
Corangamite Shire 0.19
Darebin City 0.31
East Gippsland Shire 0.42
Frankston City 0.54
Gannawarra Shire 0.19
Glen Eira City 0.28
Glenelg Shire 0.66
Golden Plains Shire 0.414
Greater Bendigo City 0.43
Greater Dandenong City 0.33
Greater Geelong City 0.53
Greater Shepparton City 0.70
Hepburn Shire 0.72
Hindmarsh Shire 0.52
Hobsons Bay City 0.37
Horsham Rural City 0.46
Hume City 0.48
Indigo Shire 0.19
Kingston City 0.31
Knox City 0.40
Latrobe City 0.96
Loddon Shire 0.27
Macedon Ranges Shire 0.26
Manningham City 0.24
Mansfield Shire 0.35
Maribyrnong City 0.32
Maroondah City 0.33
Melbourne City 0.35
Melton City 0.41
Mildura Rural City 0.41
Mitchell Shire 0.46
Moira Shire 0.52
Monash City 0.26
Moonee Valley City 0.45
Moorabool Shire 0.22
Moreland City 0.31
Mornington Peninsula Shire 0.55
Mount Alexander Shire 0.48
Moyne Shire 0.12
Murrindindi Shire 0.51
Nillumbik Shire 0.15
Northern Grampians Shire 0.52
Port Phillip City 0.58
Pyrenees Shire 0.14
Queenscliffe Borough 0.70
South Gippsland Shire 0.28
Southern Grampians Shire 0.38
Stonnington City 0.30
Strathbogie Shire 0.39
Surf Coast Shire 0.14
Swan Hill Rural City 0.24
Towong Shire
Wangaratta Rural City 0.88
Warrnambool City 0.42
Wellington Shire 0.63
West Wimmera Shire
Whitehorse City 0.26
Whittlesea City 0.34
Wodonga City 0.58
Wyndham City 0.39
Yarra City 0.55
Yarra Ranges Shire 0.49
Yarriambiack Shire 0.15

Collection cases


Council/Shire Cases per 1,000 population
Alpine Shire 0.16
Ararat Rural City 0.26
Ballarat City 0.49
Banyule City 0.29
Bass Coast Shire 0.40
Baw Baw Shire 0.47
Bayside City 0.28
Benalla Rural City 0.51
Boroondara City 0.25
Brimbank City 0.43
Buloke Shire 0.16
Campaspe Shire 0.27
Cardinia Shire 0.48
Casey City 0.48
Central Goldfields Shire 0.15
Colac-Otway Shire 0.10
Corangamite Shire 0.06
Darebin City 0.52
East Gippsland Shire 0.31
Frankston City 0.31
Glen Eira City 0.29
Glenelg Shire 0.10
Golden Plains Shire 0.32
Greater Bendigo City 0.39
Greater Dandenong City 0.36
Greater Geelong City 0.29
Greater Shepparton City 0.45
Hepburn Shire 0.20
Hindmarsh Shire  -
Hobsons Bay City 0.45
Horsham Rural City 0.15
Hume City 0.43
Indigo Shire 0.13
Kingston City 0.52
Knox City 0.36
Latrobe City 0.48
Loddon Shire 0.40
Macedon Ranges Shire 0.13
Manningham City 0.15
Mansfield Shire 0.12
Maribyrnong City 0.38
Maroondah City 0.18
Melbourne City 0.35
Melton City 0.61
Mildura Rural City 0.22
Mitchell Shire 0.59
Moira Shire 0.45
Monash City 0.27
Moonee Valley City 0.41
Moorabool Shire 0.25
Moreland City 0.39
Mornington Peninsula Shire 0.27
Mount Alexander Shire 0.11
Moyne Shire 0.30
Murrindindi Shire 0.07
Nillumbik Shire 0.15
Northern Grampians Shire 0.17
Port Phillip City 0.58
Pyrenees Shire 0.41
Queenscliffe Borough 0.70
South Gippsland Shire 0.28
Southern Grampians Shire 0.25
Stonnington City 0.32
Strathbogie Shire 0.39
Surf Coast Shire 0.27
Swan Hill Rural City 0.15
Towong Shire 0.17
Wangaratta Rural City 0.32
Warrnambool City 0.15
Wellington Shire 0.37
West Wimmera Shire  - 
Whitehorse City 0.24
Whittlesea City 0.38
Wodonga City 0.43
Wyndham City 0.51
Yarra City 0.35
Yarra Ranges Shire 0.28
Yarriambiack Shire 0.75

New connection cases


Council/Shire Cases per 1,000 population
Alpine Shire 0.16
Ararat Rural City   - 
Ballarat City 0.16
Banyule City 0.32
Bass Coast Shire 0.55
Baw Baw Shire 0.45
Bayside City 0.36
Benalla Rural City 0.07
Boroondara City 0.32
Brimbank City 0.16
Buloke Shire 0.48
Campaspe Shire 0.03
Cardinia Shire 0.32
Casey City 0.16
Central Goldfields Shire 0.15
Colac-Otway Shire 0.10
Corangamite Shire 0.06
Darebin City 0.27
East Gippsland Shire 0.31
Frankston City 0.19
Gannawarra Shire 0.09
Glen Eira City 0.37
Glenelg Shire 0.05
Golden Plains Shire 0.18
Greater Bendigo City 0.07
Greater Dandenong City 0.14
Greater Geelong City 0.14
Greater Shepparton City 0.16
Hepburn Shire ?
Hindmarsh Shire ?
Hobsons Bay City 0.45
Horsham Rural City 0.05
Hume City 0.35
Indigo Shire 0.31
Kingston City 0.39
Knox City 0.23
Latrobe City 0.12
Loddon Shire  -
Macedon Ranges Shire 0.41
Manningham City 0.46
Mansfield Shire 0.12
Maribyrnong City 0.64
Maroondah City 0.33
Melbourne City 0.19
Melton City 0.24
Mildura Rural City 0.04
Mitchell Shire 0.51
Moira Shire 0.07
Monash City 0.29
Moonee Valley City 0.45
Moorabool Shire 0.13
Moreland City 0.36
Mornington Peninsula Shire 0.30
Mount Alexander Shire 0.37
Moyne Shire  -
Murrindindi Shire 0.15
Nillumbik Shire 0.10
Northern Grampians Shire 0.09
Port Phillip City 0.31
Pyrenees Shire 0.55
Queenscliffe 0.70
South Gippsland Shire 0.38
Southern Grampians Shire 0.19
Stonnington City 0.27
Strathbogie Shire 0.29
Surf Coast Shire 0.20
Swan Hill Rural City 0.10
Towong Shire 0.17
Wangaratta Rural City 0.18
Warrnambool City 0.03
Wellington Shire 0.16
West Wimmera Shire 0.26
Whitehorse City 0.36
Whittlesea City 0.23
Wodonga City 0.03
Wyndham City 0.33
Yarra City 0.21
Yarra Ranges Shire 0.31
Yarriambiack Shire 0.15

Comparison with last year





Alpine Shire   2018-19 2017-18 % change
  Overall 72 93 -23%
  High Bill 9 18 -50%
  Collection 2 3 -33%
  Disconnection 6 6 0%
  New Connection 2 12 -83%
         
Ararat Rural City   2018-19 2017-18 % change
  Overall 53 64 -17%
  High Bill 7 3 -133%
  Collection 3 4 -25%
  Disconnection 6 3 100%
  New Connection 0 5  -
         
Ballarat City   2018-19 2017-18 % change
  Overall 580 594 -2%
  High Bill 63 55 15%
  Collection 50 57 -12%
  Disconnection 77 82 -6%
  New Connection 16 24 -33%
         
Banyule City   2018-19 2017-18 % change
  Overall 569 697 -18%
  High Bill 66 52 27%
  Collection 35 57 -39%
  Disconnection 41 65 -37%
  New Connection 39 50 -22%
         
Bass Coast Shire   2018-19 2017-18 % change
  Overall 223 260 -14%
  High Bill 26 33 -21%
  Collection 13 17 -24%
  Disconnection 16 27 -41%
  New Connection 18 25 -28%
         
Baw Baw Shire   2018-19 2017-18 % change
  Overall 306 358 -14%
  High Bill 25 33 -24%
  Collection 23 26 -12%
  Disconnection 33 28 18%
  New Connection 22 32 -31%
         
Bayside City   2018-19 2017-18 % change
  Overall 517 564 -8%
  High Bill 62 51 22%
  Collection 27 44 -39%
  Disconnection 24 31 -23%
  New Connection 35 67 48%




         
Benalla Rural City   2018-19 2017-18 % change
  Overall 76 90 -16%
  High Bill 7 8 -13%
  Collection 7 8 -13%
  Disconnection 11 14 -21%
  New Connection 1 7 -86%
         
Boroondara City   2018-19

2017-18

% change
  Overall 635 800 -21%
  High Bill 63 60 5%
  Collection 42 88 -52%
  Disconnection 32 53 -40%
  New Connection 53 83 -36%
         
Brimbank City   2018-19 2017-18 % change
  Overall 869 987 -12%
  High Bill 160 139 15%
  Collection 84 100 -16%
  Disconnection 78 131 -40%
  New Connection 32 61 -48%
         
Buloke Shire   2018-19 2017-18 % change
  Overall 23 32 -28%
  High Bill 0 2  -
  Collection 1 3 -67%
  Disconnection 2 1 100%
  New Connection 3 0 -
         
Campaspe Shire   2018-19 2017-18 % change
  Overall 177 214 -17%
  High Bill 23 20 15%
  Collection 10 15 -33%
  Disconnection 18 19 -5%
  New Connection 1 9 -89%
         
Cardinia Shire   2018-19 2017-18 % change
  Overall 541 588 -8%
  High Bill 67 74 -9%
  Collection 30 55 -18%
  Disconnection 51 88 -42%
  New Connection 30 59 -49%
         
Casey City   2018-19 2017-18 % change
  Overall 1299 1456 -11%
  High Bill 202 197 3%
  Collection 145 158 -8%
  Disconnection 95 147 -35%
  New Connection 47 97 -52%
         
Central Goldfields Shire   2018-19 2017-18 % change
  Overall 76 90 -16%
  High Bill 8 7 14%
  Collection 2 2 -
  Disconnection 11 7 57%
  New Connection 2 1 100%




         
Colac-Otway Shire   2018-19 2017-18 % change
  Overall 93 118 -21%
  High Bill 11 15 -27%
  Collection 2 6 -67%
  Disconnection 8 14 -43%
  New Connection 2 5 -60%
         
Corangamite Shire   2018-19 2017-18 % change
  Overall 69 90 -23%
  High Bill 11 11 -
  Collection 1 10 -90%
  Disconnection 3 9 -67%
  New Connection 1 6 -83%
         
Darebin City   2018-19 2017-18 % change
  Overall 789 897 -12%
  High Bill 108 93 16%
  Collection 76 78 -3%
  Disconnection 46 104 -56%
  New Connection 40 61 -34%
         
East Gippsland Shire   2018-19 2017-18 % change
  Overall 266 256 4%
  High Bill 26 19 37%
  Collection 14 18 -22%
  Disconnection 19 20 -5%
  New Connection 14 21 -33%
         
Frankston City   2018-19 2017-18 % change
  Overall 719 816 -12%
  High Bill 72 82 -12%
  Collection 41 87 -53%
  Disconnection 73 120 -39%
  New Connection 5 34 -85%
         
Gannawarra Shire   2018-19 2017-18 % change
  Overall 60 51 18%
  High Bill 8 5 60%
  Collection 0 2 -
  Disconnection 2 2 0%
  New Connection 1 1 0%
         
Glen Eira City   2018-19 2017-18 % change
  Overall 824 701 18%
  High Bill 111 97 14%
  Collection 41 58 -29%
  Disconnection 39 44 -11%
  New Connection 52 60 -13%




         
Glenelg Shire   2018-19 2017-18 % change
  Overall 88 95 -7%
  High Bill 7 10 -30%
  Collection 2 5 -60%
  Disconnection 13 4 225%
  New Connection 1 0 -
         
Golden Plains Shire   2018-19 2017-18 % change
  Overall 81 84 -4%
  High Bill 7 5 40%
  Collection 7 7 0%
  Disconnection 3 4 -25%
  New Connection 4 3 33%
         
Greater Bendigo City   2018-19 2017-18 % change
  Overall 497 622 -20%
  High Bill 57 68 -16%
  Collection 43 53 -19%
  Disconnection 47 99 -53%
  New Connection 8 23 -65%
         
Greater Dandenong City   2018-19 2017-18 % change
  Overall 650 811 -20%
  High Bill 112 126 -11%
  Collection 55 65 -15%
  Disconnection 50 123 -59%
  New Connection 21 48 -56%
         
Greater Geelong City   2018-19 2017-18 % change
  Overall 1043 1174 -11%
  High Bill 108 93 16%
  Collection 67 111 -40%
  Disconnection 123 152 -19%
  New Connection 33 44 -25%
         
Greater Shepparton City   2018-19 2017-18 % change
  Overall 310 336 -8%
  High Bill 36 29 24%
  Collection 29 51 -43%
  Disconnection 45 59 -24%
  New Connection 10 3 223%
         
Hepburn Shire   2018-19 2017-18 % change
  Overall 85 104 -18%
  High Bill 13 20 -35%
  Collection 3 4 -25%
  Disconnection 11 9 22%
  New Connection 0 8 -
         
Hindmarsh Shire   2018-19 2017-18 % change
  Overall 14 29 -52%
  High Bill 3 3 0%
  Collection 0 0 -
  Disconnection 3 4 -25%
  New Connection 0 0 -
         




Hobsons Bay City   2018-19 2017-18 % change
  Overall 496 511 -3%
  High Bill 64 60 7%
  Collection 40 44 -9%
  Disconnection 33 56 -41%
  New Connection 40 53 -25%
         
Horsham Rural City   2018-19 2017-18 % change
  Overall 80 104 -23%
  High Bill 14 6 133%
  Collection 3 0 -
  Disconnection 9 13 -31%
  New Connection 1 1 0%
         
Hume City   2018-19 2017-18 % change
  Overall 1073 1158 -7%
  High Bill 191 149 28%
  Collection 85 104 -18%
  Disconnection 94 103 -9%
  New Connection 69 100 -31%
         
Indigo Shire   2018-19 2017-18 % change
  Overall 79 60 32%
  High Bill 7 5 40%
  Collection 2 2 0%
  Disconnection 3 2 50%
  New Connection 5 10 -50%
         
Kingston City   2018-19 2017-18 % change
  Overall 829 801 3%
  High Bill 96 72 33%
  Collection 78 63 24%
  Disconnection 47 63 -25%
  New Connection 59 82 -28%
         
Knox City   2018-19 2017-18 % change
  Overall 693 672 3%
  High Bill 77 68 13%
  Collection 56 50 12%
  Disconnection 61 60 2%
  New Connection 36 66 -45%
         
Latrobe City   2018-19 2017-18 % change
  Overall 471 520 -9%
  High Bill 55 48 15%
  Collection 35 45 -22%
  Disconnection 70 100 -30%
  New Connection 9 13 -31%
         
Loddon Shire   2018-19 2017-18 % change
  Overall 39 57 -32%
  High Bill 5 7 -29%
  Collection 3 4 -25%
  Disconnection 2 0 -
  New Connection 0 0 -
         
Macedon Ranges Shire   2018-19 2017-18 % change
  Overall 208 261 -20%
  High Bill 31 23 35%
  Collection 6 22 -73%
  Disconnection 12 17 -29%
  New Connection 19 29 -34%
         
Manningham City   2018-19 2017-18 % change
  Overall 504 535 -6%
  High Bill 76 58 31%
  Collection 17 33 -48%
  Disconnection 28 38 -26%
  New Connection 54 91 -41%
         
Mansfield Shire   2018-19 2017-18 % change
  Overall 55 54 2%
  High Bill 1 3 -67%
  Collection 1 4 -75%
  Disconnection 3 4 -25%
  New Connection 1 4 -75%




         
Maribyrnong City   2018-19 2017-18 % change
  Overall 439 581 -24%
  High Bill 62 54 15%
  Collection 31 50 -38%
  Disconnection 26 45 -42%
  New Connection 53 54 -2%
         
Maroondah City   2018-19 2017-18 % change
  Overall 498 639 -22%
  High Bill 60 60 0%
  Collection 20 47 -57%
  Disconnection 36 52 -31%
  New Connection 36 57 -37%
         
Melbourne City   2018-19 2017-18 % change
  Overall 587 620 -5%
  High Bill 66 70 -6%
  Collection 47 57 -18%
  Disconnection 48 78 -38%
  New Connection 26 34 -24%
         
Melton City   2018-19 2017-18 % change
  Overall 721 700 3%
  High Bill 105 86 22%
  Collection 83 91 -9%
  Disconnection 55 88 -38%
  New Connection 32 49 -35%
         
Mildura Rural City   2018-19 2017-18 % change
  Overall 148 194 -24%
  High Bill 18 18 0%
  Collection 12 22 -45%
  Disconnection 22 36 -39%
  New Connection 2 1 100%
         
Mitchell Shire   2018-19 2017-18 % change
  Overall 249 258 -3%
  High Bill 40 29 38%
  Collection 24 22 9%
  Disconnection 19 43 -56%
  New Connection 21 22 -5%
         
Moira Shire   2018-19 2017-18 % change
  Overall 166 186 -11%
  High Bill 26 23 13%
  Collection 13 16 -19%
  Disconnection 15 19 -21%
  New Connection 2 7 -71%
         
Monash City   2018-19 2017-18 % change
  Overall 834 851 -2%
  High Bill 113 92 23%
  Collection 49 76 -36%
  Disconnection 47 62 -24%
  New Connection 53 76 -30%




         
Moonee Valley City   2018-19 2017-18 % change
  Overall 680 724 -6%
  High Bill 89 61 46%
  Collection 48 71 -32%
  Disconnection 52 60 -13%
  New Connection 53 104 -49%
         
Moorabool Shire   2018-19 2017-18 % 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   2018-19 2017-18 % change
  Overall 822 933 -12%
  High Bill 106 83 28%
  Collection 64 60 7%
  Disconnection 51 90 -43%
  New Connection 58 60 -3%
         
Mornington Peninsula Shire   2018-19 2017-18 % change
  Overall 826 968 -15%
  High Bill 114 90 27%
  Collection 42 71 -41%
  Disconnection 85 89 -4%
  New Connection 46 79 -42%
         
Mount Alexander Shire   2018-19 2017-18 % change
  Overall 85 101 -16%
  High Bill 7 9 -22%
  Collection 2 5 -60%
  Disconnection 9 14 -36%
  New Connection 7 5 40%
         
Moyne Shire   2018-19 2017-18 % change
  Overall 64 66 -3%
  High Bill 6 8 -25%
  Collection 5 5 0%
  Disconnection 2 7 -71%
  New Connection 0 1 -
         
    2018-19 2017-18 % change
Murrindindi Shire Overall 104 125 -17%
  High Bill 11 19 -42%
  Collection 1 7 -86%
  Disconnection 7 13 -46%
  New Connection 2 1 100%
         
    2018-19 2017-18 % change
Nillumbik Shire Overall 289 248 17%
  High Bill 36 31 16%
  Collection 9 12 -25%
  Disconnection 9 18 -50%
  New Connection 6 19 -68%
         
Northern Grampians Shire   2018-19 2017-18 % change
  Overall 65 87 -25%
  High Bill 7 12 -42%
  Collection 2 5 -60%
  Disconnection 3 3 0%




  New Connection 1 0 -
         
Port Phillip City   2018-19 2017-18 % change
  Overall 633 630 0%
  High Bill 97 78 24%
  Collection 59 66 -11%
  Disconnection 58 45 29%
  New Connection 31 40 -23%
         
    2018-19 2017-18 % change
Pyrenees Shire Overall 44 56 -21%
  High Bill 5 4 25%
  Collection 3 8 -63%
  Disconnection 1 6 -83%
  New Connection 4 1 300%
         
Queenscliffe Borough   2018-19 2017-18 % change
  Overall 27 13 108%
  High Bill 1 1 0%
  Collection 2 2 0%
  Disconnection 2 1 100%
  New Connection 1 0 0%
         
South Gippsland Shire   2018-19 2017-18 % change
  Overall 164 163 1%
  High Bill 24 15 60%
  Collection 8 8 0%
  Disconnection 8 15 -47%
  New Connection 11 9 22%
         
Southern Grampians Shire   2018-19 2017-18 % change
  Overall 60 77 -22%
  High Bill 8 14 -43%
  Collection 4 4 0%
  Disconnection 7 12 -42%
  New Connection 3 0 -
         
Stonnington City   2018-19 2017-18 % change
  Overall 511 617 -17%
  High Bill 71 83 -14%
  Collection 33 43 -23%
  Disconnection 31 47 -34%
  New Connection 28 45 -38%
         
Strathbogie Shire   2018-19 2017-18 % change
  Overall 79 83 -5%
  High Bill 11 7 57%
  Collection 4 2 100%
  Disconnection 4 4 0%
  New Connection 3 9 -67%




         
Surf Coast Shire   2018-19 2017-18 % change
  Overall 83 127 -35%
  High Bill 9 6 50%
  Collection 8 13 -38%
  Disconnection 4 9 -56%
  New Connection 6 17 -65%
         
Swan Hill Rural City   2018-19 2017-18 % change
  Overall 70 98 -29%
  High Bill 7 13 -46%
  Collection 3 5 -40%
  Disconnection 5 6 -17%
  New Connection 2 8 -75%
         
Towong Shire   2018-19 2017-18 % change
  Overall 19 26 -27%
  High Bill 1 2 -50%
  Collection 1 2 -50%
  Disconnection 0 4 -100%
  New Connection 1 2 -50%
         
Wangaratta Rural City   2018-19 2017-18 % change
  Overall 147 185 -21%
  High Bill 14 13 -8%
  Collection 9 10 -10%
  Disconnection 25 22 14%
  New Connection 5 16 -69%
         
Warrnambool City   2018-19 2017-18 % change
  Overall 102 145 -30%
  High Bill 8 18 -56%
  Collection 5 17 -71%
  Disconnection 14 35 -60%
  New Connection 1 5 -80%
         
Wellington Shire   2018-19 2017-18 % change
  Overall 243 273 -11%
  High Bill 29 24 21%
  Collection 16 18 -11%
  Disconnection 27 30 -10%
  New Connection 7 19 -63%
         
West Wimmera Shire   2018-19 2017-18 % change
  Overall 17 10 70%
  High Bill 4 3 33%
  Collection 0 1 -100%
         




    2018-19 2017-18 % change
Whitehorse City Overall 668 642 4%
  High Bill 81 50 62%
  Collection 39 50 -22%
  Disconnection 42 46 -9%
  New Connection 58 56 4%
         
Whittlesea City   2018-19 2017-18 % change
  Overall 937 1079 -13%
  High Bill 175 160 9%
  Collection 76 110 -31%
  Disconnection 67 116 -42%
  New Connection 46 61 -25%
         
Wodonga City   2018-19 2017-18 % change
  Overall 214 279 -23%
  High Bill 27 31 -13%
  Collection 17 23 -26%
  Disconnection 23 57 -60%
  New Connection 1 15 -93%
         
Wyndham City   2018-19 2017-18 % change
  Overall 1052 1172 -10%
  High Bill 144 134 7%
  Collection 111 143 -22%
  Disconnection 85 116 -27%
  New Connection 72 125 -42%
         
Yarra City   2018-19 2017-18 % change
  Overall 460 520 -12%
  High Bill 55 50 10%
  Collection 30 37 -19%
  Disconnection 48 57 -16%
  New Connection 18 23 -22%
         
Yarra Ranges Shire   2018-19 2017-18 % change
  Overall 794 520 53%
  High Bill 55 50 10%
  Collection 30 37 -19%
  Disconnection 48 57 -16%
  New Connection 18 23 -22%
         
Yarriambiack Shire   2018-19 2017-18 % change
  Overall 30 28 7%
  High Bill 6 1 500%
  Collection 5 2 150%
  Disconnection 1 3 -67%
  New Connection 1 1 0%