EWOV received 34,524 cases in 2017-18—an increase of 8% from last year.
From record levels four years ago, case volumes have fallen and remain relatively stable.
Energy and water companies have been doing a better job handling relatively straightforward complaints - however, a lot of customers still needed EWOV's help to get their complaint resolved.
Over the 2017/2018 period:
- Electricity cases were up 11%.
- Gas cases were up 7%.
- Water cases were down 8%.
The most common complaints were about billing and credit.
High bills were the top issue overall—87% about energy, followed by disconnection or restriction for arrears—97% about energy; and debt collection or credit default listing—96% about energy.
Affordability is a continuing concern.
One in three customers contacted us worried about being able to pay for their energy or water.
The average arrears in our residential complaint investigations was $2,698, up from $2,521.
473 residential customers contacted us with arrears of over $3,000.
We have also seen a 41% increase in provision cases.
Provision is about the connection of a property to the energy or water network.
'New connection' cases more than doubled—to make it the fourth biggest issue overall.
'Existing connection' cases were up 9%—making it the fifth biggest issue overall.
98% of provision cases were lodged by energy customers.
EWOV's 2018 Annual Report is on our website at ewov.com.au/2018. It also includes:
- case studies
- cases for industry sectors and individual energy and water companies
- our performance against key performance indicators
- information on our new embedded network jurisdiction from July 2018.