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EWON Insights Apr-Jun 2022
- Table 3 Insights Apr-Jun 22
Table 3 Insights Apr-Jun 22
Table 3 – Top 10 issues, complaints received April to June 2022, including the previous four quarters
| Primary issue | Secondary issue > tertiary issue | Apr-Jun 2022 | Jan-Mar 2022 | Oct-Dec 2021 | Jul-Sep 2021 | Apr-Jun 2021 |
|---|---|---|---|---|---|---|
| Billing | High > disputed | 1,010 (15.7%) |
1,122 (19.6%) | 1,565 (23.4%) | 1,403 (19.6%) | 1,130 (15.7%) |
| Customer service | Poor service | 781 (12.2%) | 545 (9.5%) | 663 (9.9%) | 680 (9.5%) | 644 (8.9%) |
| Billing | Estimation > meter access / not read | 316 (4.9%) | 370 (6.5%) | 450 (6.7%) | 382 (5.3%) | 308 (4.3%) |
| Customer service | Failure to respond | 308 (4.8%) | 317 (5.5%) | 358 (5.4%) | 320 (4.5%) | 296 (4.1%) |
| Credit | Payment difficulties > current / arrears | 180 (2.8%) | 165 (2.9%) |
218 (3.3%) | 258 (3.6%) | 250 (3.5%) |
| Billing | Error > other | 168 (2.6%) | 143 (2.5%) | 145 (2.2%) | 167 (2.3%) | 179 (2.5%) |
| Billing | Backbill | 165 (2.6%) | 174 (3.0%) | 152 (2.3%) | 149 (2.1%) | 157 (2.2%) |
| Billing | Account closing > error* | 128 (2.0%) | 145 (2.5%) | 118 (1.8%) | 139 (1.9%) | - |
| Customer service | Incorrect advice / information | 122 (1.9%) | 88 (1.5%) | 99 (1.5%) | 134 (1.9%) | 205 (2.9%) |
| General | Energy / water | 118 (1.8%) | 89 (1.6%) | 78 (1.2%) | 147 (2.1%) | 157 (2.2%) |
*New issue 1 July 2021
