2019 Annual Report

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

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%