Table 3 Insights Jan-Mar 2022

Insights January to March 2022

Table 3 – Top 10 issues, complaints received January to March 2022, including the previous four quarters

Primary issue	Secondary issue > tertiary issue	Jan-Mar 2022	Jul-Sep 2021	Oct-Dec 2021	Jan-Mar 2021	Apr-Jun 2021
Billing	High > disputed	1,122 (19.6%)	1,403 (19.6%)	1,565 (23.4%)	1,204 (16.2%)	1,130 (15.7%)
Customer service	Poor service	545 (9.5%)	680 (9.5%)	663 (9.9%)	698 (9.4%)	644 (8.9%)
Billing	Estimation > meter access / not read	370 (6.5%)	382 (5.3%)	450 (6.7%)	340 (4.6%)	308 (4.3%)
Customer service	Failure to respond	317 (5.5%)	320 (4.5%)	358 (5.4%)	347 (4.7%)	296 (4.1%)
Billing	Backbill	174 (3.0%)	149 (2.1%)	152 (2.3%)	165 (2.2%)	157 (2.2%)
Credit	Payment difficulties > current / arrears	165 (2.9%)	258 (3.6%)	218 (3.3%)	190 (2.6%)	250 (3.5%)
Billing	Account closing > error*	145 (2.5%)	139 (1.9%)	118 (1.8%)	-	-
Billing	Error > other	143 (2.5%)	167 (2.3%)	145 (2.2%)	165 (2.2%)	179 (2.5%)
Billing	Account opening > error*	132 (2.3%)	96 (1.3%)	90 (1.3%)	-	-
Credit	Collection > debt collector		88 (1.2%)	101 (1.5%)	140 (1.9%)	134 (1.9%)

*New issue 1 July 2021

Note: The total number of issues recorded will be greater than the number of complaints received.