Complaint update

Read a summary of complaints received during the October to December 2020 quarter. Note our case data varies in accordance with case progression and figures in this newsletter reflect case status as at 22 March 2021.

Complaint summary

In the October to December 2020 quarter we received 4,092 complaints from energy and water customers. Of these, 844 were investigated and the remaining 3,248 were classified as enquiries, complaints and referrals.

Complaints by quarter

Complaints decreased by 6.4% in Oct-Dec 2020 compared with the previous quarter. 

Key issues

Billing was the major complaint issue, accounting for 70% of all complaints, followed by customer service and credit.

Complaints by industry

The majority of complaints concerned electricity accounts (3,184) followed by gas (723) and water (159).