Case snapshot
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