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EWON Insights Jan-Mar 2022
- Table 2 Insights Jan-Mar 2022
Table 2 Insights Jan-Mar 2022
Insights January to March 2022 - Complaint core issues
Table 2 – Top 10 core issues, cases closed January to March 2022, including previous four quarters
| Primary issue | Secondary > tertiary issue | Jan-Mar 2021 | Apr-Jun 2021 | Jul-Sep 2021 | Oct-Dec 2021 | Jan-Mar 2022 |
|---|---|---|---|---|---|---|
| Billing | High > disputed | 868 (26.5%) | 833 (21.8%) | 1,124 (27.7%) | 1,263 (33.6%) |
897 (23.5%) |
| Billing | Estimation > meter access / not read | 157 (4.8%) | 116 (3.0%) | 163 (4.0%) | 159 (4.2%) |
141 (3.7%) |
| Billing | Backbill | 121 (3.7%) | 73 (1.9%) | 85 (2.1%) |
|
75 (2.0%) |
| Billing | Account closing > error* | 102 (3.1%) |
|
89 (2.2%) | 91 (2.4%) |
- |
| Credit | Payment difficulties > current / arrears | 98 (3.0%) | 107 (2.8%) | 152 (3.8%) | 127 (3.4%) |
86 (2.3%) |
| Billing | Error > other | 87 (2.7%) | 90 (2.4%) | 88 (2.2%) | 86 (2.3%) |
104 (2.7%) |
| General | Energy / water | 84 (2.6%) | 157 (4.1%) | 139 (3.4%) | 78 (2.1%) |
133 (3.5%) |
| Billing | Account opening > error* | 81 (2.5%) | 52 (1.3%) | 60 (1.6%) | ||
| Billing | Refund or credit > delay / error / form |
80 (2.4%) |
91 (2.4%) | 84 (2.1%) | 65 (1.7%) | 91 (2.4%) |
| Billing | Other | 65 (2.0%) | 62 (1.6%) | 78 (1.9%) | 65 (1.7%) | 77 (2.0%) |
*New issue 1 July 2021
*There is a difference in the number of cases received and the number of core issues. This is because core issues are only assigned when a case is finalised and cases opened in one quarter can be closed in a later quarter.
