"Transfer cases rose 42% in the April to June 2022 quarter, when compared to the previous quarter."
Cases have been increasing month on month since a low in April, with June 2022 numbers 50% higher than April. However, overall case numbers for the April to June 2022 quarter were lower when compared with April to June 2021, a decrease of 22%.
One case issue type that is partly responsible for the increase in cases is Billing > Tariff. Complaints of this type rose from 56 in May 2022 to 110 in June 2022. This is partly due to the communications sent out by some energy companies in the quarter, advising customers of impending price increases and suggesting customers transfer away from them. This issue has also led to an increase in Transfer complaints, which rose 42% in the quarter.
Complaints from family violence victim-survivors show that energy and water companies need to do better in terms of customer service and account security. We will continue to highlight these issues and work to ensure improvements are made quickly.
We explore both of the above in the Issues Watch section of this report.
We continue to advocate for the inclusion of external dispute resolution processes when new and emerging energy products are launched in Victoria. We see our complaint mechanisms, and the data that we collect and share, as a positive influence on good innovation in the market. Read our Public Submission section for more on this.
Read on for more detail in the latest edition of Reflect. As always, you can find more data relating to our casework in the Data Hub.